What Our Clients Say...

“...they let people focus on their real work, their mission, instead of tracking down a lot of random software errors.” [read more]

—Nick Bliamptis, President
Facet EDA

“...the level of quality and their expertise is excellent, and they have outstanding listening, diagnosing, and interpreting skills.” [read more]

—Tom Gormley, President,
Customer Insights

Sickle Brook Services works seamlessly with your technical staff to handle all your Help Desk Support requests and resolve those that are either unrelated or mildly related to your software.

Help Desk Technical Support

Our Help Desk service works by seamlessly with your internal support system channeling calls to a toll-free phone number. The call is routed through our browser-based software and connects with our first available technician. The technician answers the phone and all e-mail and Internet help requests using your company name and resolves all issues directly. You set the limit on what we do, so we never infringe on the activity that builds your business. We’re open from 8:00 a.m. to 6:00 p.m. Eastern Time weekdays. Extended hours available on request.

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Customer Feedback Reports & Analysis

We log every support call and its resolution and carefully analyze the data to give you valuable customer feedback reports and proposals, including:

• Call Activity Reports: Monthly Customer call activity summaries.
• Repetitive Issue Reports: Reports identifying common problem areas.
• End-User Experience Proposals: suggestions for updating documentation, installation and training to address the common problem areas experienced by end-users.

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Documentation

Our Documentation Specialists prepare updates to product documentation, FAQs, website support pages and your Knowledge Base. We can also work with you to write or modify your existing hard copy or online documentation to make it most useful to users.

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End User Training

Our regular analysis of your Help Desk activity helps us note common issues and identify training opportunities for your new and current customers. We can arrange product-specific, professional trainings for your customers to give them the tools they need to be successful.

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Customer Satisfaction Surveys

We craft a satisfaction survey specifically for your customers. Using a random sample of your customer base or random call backs, we can collate information that will help you build your business.

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Call Sickle Brook Services today at 781-862-8855 to learn how we can get your customers the help they need so they can get back to work and you can get back to business.