An online help desk is a multi-dimensional resource for organizations that provides information and support to customers or users regarding a company’s or institution’s products and services. A help desk’s primary function is to resolve issues or provide guidance regarding products such as computers, electronic equipment, food, clothing, or software.
Businesses typically provide help desk services to their customers and stakeholders via a variety of channels, including toll-free telephone numbers, instant messaging, email, and helpdesk applications or websites.
People sometimes need to stop and think about how to improve the online helpdesk service at their company. This also talks about how to use ERP software to solve problems that aren’t obvious in a chaotic work environment.
This article will discuss several areas that the help desk team should explore so that they can make an improvement in accomplishing the task, which eventually will add value to your company.
Table Of Contents
Apply Shift-Left System
Shift-left is a principal that focuses on sharing the help desk knowledge within the company. The concept is pretty simple: the pro IT staff in the back office will make the information related to the helping desk accessible to the other staff who are less proficient in the front office.
That way, the advanced IT staff can focus more on a more complex problem.
When the help desk team has the same knowledge, they can further share this knowledge with the customers. This is what we call ‘shift left left’: offering the customer the best-documented solution to solve a simple problem independently.
Therefore, you can spend your help desk budget properly and save valuable time because every task is distributed well based on their difficulty level.
Automating your online help desk can be a wise step to take to achieve “do less get more”.
Is this something that you haven’t done yet? Do it now! If you have, do you get what you want? If you can’t, maybe you need to add more areas to automate.
Here are the areas that you need to consider:
- Service request authorization
- Ticket service prioritization
- Customer Update
- Ticket notification (when you need information about the ticket progress)
- Ticket closure
System automation not only saves time and money but also increases your customer satisfaction with the best marketing automation systems from HashMicro.
Focus on the Aged Ticket
The aged ticket can be a source of problems for your help desk team. Usually, agents avoid this kind of ticket because it becomes more difficult to solve, disturbs your service level agreement, or is completely forgotten, until one day your agent find this ticket almost drowning and suddenly it’s an emergency.
That is why your help desk team should handle this kind of ticket consistently before it transforms into an insidious complaint and requires an extra effort to solve it.
Starting solving this ticket might take a long time, but if your agent is very determined in its completion, you can send the update to your customer and chase the involved department.
Hopefully, your help desk team can give the report periodically. It might be terrifying to open this ticket after a long time, but at least with your effort, you can prevent the growing complaint, save time and money. Customers will also appreciate your attempt to help their problems and not leave them in the dark.
Give an Excellent Customer Service
Are your help desk agents consistently give you good service?
One unprofessional staff will greatly affect your team’s performance. So, you need to ensure that your agents are working effectively.
We can’t deny that some people will have a bad day because of the complaints. But still though, if the bad days outnumber the good days, the agent will create an unpleasant atmosphere. You need to stop it before it becomes chronic.
Give them motivation by praising them, giving feedback, or using gamification techniques. Create a convenient workplace as compensation for their stressful work.
With a functioning team, even the most complicated issue can add value for your company.
There’s a huge difference between having a self-service portal and a self-service that your customer actually uses. There is a number of companies that implement the help desk portal that nobody uses.
It happens because the customers don’t know that such a portal exists or they simply don’t know how to use it. Luckily, there are several strategies to solve this
- You have to promote it. Do not send “hello, we provide self-service portal” email once and expect your customer will use it. Market it well and make sure that they know that portal can help them. Do not only tell them that they can log their ticket there, but also tell them it can save their time by not calling the customer service.
- Teach them. To be able to help your customer, you have to teach them how to use the portal. Give one session to inform them about how to operate it.
Good helpdesk management will provide your customers with a good experience and, as a result, increase the worth of your company. With the help of helpdesk software from HashMicro, administrators can provide the finest service possible to customers by facilitating direct communication between them and the consumers themselves.
A good online helpdesk system can realize effective team performance. If you have any questions about the helpdesk system, you can contact us and sign up for a free demo.