In its simplest form, a help desk consists of a phone number and one person who can solve customer problems in real time. This approach does not well, so more mature help desks incorporate support teams of customer support professionals who perform some or all the following functions:
- Help request acceptance. Help desk teams handle requests in real time that customers or other authorized users submit by email, phone or messaging apps.
- Ticket creation. Staff use help desk software to create help desk tickets that track customer support. When an initial call can't be resolved immediately, help desk staff use the ticketing system to make sure customer requests are resolved in a timely fashion.
- Ticket management. Either a person or software routes help tickets to the right help desk Help desk ticketing software is designed to ensure that service requests are routed to the right service teams.
- Response. Staff respond to customer questions submitted in help desk tickets and resolve problems.
- Escalation. When the customer support professional can't resolve a request, the next step is to route the ticket to another team member or escalate it to a next tier level. Escalation of a ticket should only occur after initially responding service desk staffers exhaust their own resources for solving a customer problem.
- Knowledge base. Help desk staff use a help desk knowledge base to discover whether a customer issue has already been identified and, if so, what the resolution was. Staff should be able to add and update content in the knowledge base as they uncover novel customer requests.
Why are help desks important?
Technology vendors' help desks are critical for customer satisfaction. Many vendors view the help desk as the primary point of contact for end users. The quality of customer interaction can determine how satisfied the customer is.
Help desks that provide internal technical support are critical for organizational effectiveness. A good help desk can boost productivity by resolving basic issues quickly, while escalating unusual and unique issues to the team or individual best qualified to resolve them.
Some functions of a good help desk are the following:
- Centralized support channels. Good help desks provide an inbound channel for support requests. They often have a centralized gateway for support through a help desk hotline or website and keep help desk workflows transparent for users.
- Prioritization of response to customer issues. Good help desks optimize response time. They do this by monitoring key, such as how fast help desk staff respond to new tickets and how quickly tickets are resolved.
- Identification of product issues. Properly functioning help desks use metrics to track issues that are causing a lot of calls for help.
- Customer interaction. A help desk may be the primary way customers interact with a technology vendor. The best help desks provide a communication channel between the organization and users or customers.
Modern help desks can be expensive to set up and maintain, but externally facing, customer service help desks are often an important part of an organization's marketing effort. Internally facing help desks can also contribute to the organization's bottom line by improving operating efficiency for all employees.
Our employees are well-trained and have all the traits required for this job:
- support help desk management functions;
- provide a framework for entering new tickets at the initial point of contact with the customer;
- offer service management tools to monitor and manage allocation and completion of customer requests; and
- provide routing capabilities for assigning issues to the team or person best suited to respond to them.
Contact us via 096499547 or email firstname.lastname@example.org for more information.