Help desk support is where people turn when they need assistance and with that, they expect for their issue to be resolved the first time they make contact.
By resolving the issue the first time contact is made, the help desk is able to efficiently assist more customers in a short period of time.
Customers are also more satisfied when an issue is quickly resolved because their degree of frustration is reduced.
In order for help desk product support or help desk technical support to achieve the desired level of customer service, there are four keys that can be implemented.
THE 4 KEYS TO KILLER HELP DESK SUPPORT
1. Organization as a Priority
Help desk support should be organized in order to be efficient.
Software that facilitates organization and good practices by individual representatives is a strategic process that can go a long way.
The first step in proper organization is to organize information from the most common issues experienced by customers to the least common.
An online knowledge base can be used for quick access that will reduce call times and call volumes.
The second step is continuing education for help desk employees.
2. Motivate
If a team, such as help desk product support, is going to be productive, they need to be motivated.
Management must see each employee as valuable, let them know they are valuable and reward them so they will continue to perform.
3. Balance Tasks with Talents
Rather than help desk technical support or product support representatives being assigned tasks randomly, they should be assigned categorically based on expertise.
This will ensure that tasks are handled by those who can handle them best and this will make the help desk more efficient.
For instance, giving employee B a task that employee A could handle better will result in the matter not being resolved as quickly as it could be.
To add to this, perhaps the task given to employee C is something that employee B may have been able to handle more efficiently.
It is very important to track the specific talents of each person.
4. Conduct Customer Surveys
Customer surveys have become commonplace at the end of calls.
These tools give a peek into what the customer thinks of the service they received and what they expected.
Knowing the wants and needs of the customers allows for the help desk to be outfitted with the knowledge and the tools that enable them to give customers the best possible customer service experience.
It is a positive customer service experience that feeds customer loyalty.