Week two of our full service office based Saturday Help Desk (run in addition to our usual 24/7 support) has shown that our customers like the service. While we get the traditional Help Desk calls, we are finding that we are taking for consultative type calls – helping our customers use their technology better, beyond fixing an error message.

Help Desk strategies focus on problems. We’re trying ways of focusing on better business outcomes for our customers. Hence the investment in Saturday.