How Helpful Is Your Helpdesk?
5 Improvements You Can Make Today
A helpdesk is essentially a source of technical support for both hardware and software. Helpdesks are staffed by people who can either solve the problem or forward the issue to more experienced technicians. Helpdesk software provides the means to login hardware and software problems and track issues until they are resolved. Helpdesk software provides the management information regarding technical support activities such as helpdesk tickets and tech support.
The help desk process encompasses a set of stages, each of which facilitates the timely resolution of a filed issue or complaint.
There are notable differences between a helpdesk and a service desk. The help desk was derived from IT-centricity or simply the mainframe computing, whereas a service desk was born from IT service-centricity. While the main focus of a helpdesk is fixing technical issues, a service desk’s main focus is delivering services to customers or users. In addition, there’s a certain focus on customer-centricity and service delivery that’s missing in helpdesks.
A helpdesk software performs several functions that makes it a suitable addition to any office or workplace set-up.
When businesses start up, they often rely on email for support. But as these enterprises grow, moving from email-based customer support to remote helpdesk becomes critical. Customer support needs to scale with a business. This implies that as the business grows, it should have a corresponding remote helpdesk capacity to address emerging customer issues. There are common reasons your business needs helpdesk software:
There are many improvements to achieve an excellent help desk customer support:
Use data and analytics to prevent incidents from recurring rather than just solving problems. By implementing analytics tools to your help desk software, you get to assess customer satisfaction levels and access end-to-end customer support metrics.
Not only can you support and empower your employees by using help desk software, but also by creating a knowledge base – a repository where users can access how-tos, find articles, and other helpful content structured to help them solve issues independently.
In addition to tracking your business metrics and analytics, consider gathering feedback from your workers or employees who represent your internal customers. The information gathered from your internal customers (or employees) can be used to address specific customer service issues like bad attitudes and poor communication. This feedback can also be used to build morale.
Employee issues reduce and satisfaction levels increase when the services you render are clear, and employees can get help whenever and wherever they need it. A user-friendly service portal is an ideal place for your customers to order software and hardware services they need without taking valuable time contacting the helpdesk.
Well-trained IT technicians can solve issues successfully without having to escalate them frequently. This can help improve the internal customer service levels because employees don’t have to wait for a callback from a higher-level service provider. Another improvement strategy is to provide your customer service employees with ITIL certification training. The ITIL training framework ensures that businesses and companies provide predictable and consistent service levels based on the industry’s best practices.
Contact Bastionpoint to know exactly how to streamline your help desk support processes.
I provide CIO and IT Support Services alongside a mid-sized technical support team of engineers for business. Bastionpoint Technology is a managed service provider for businesses ranging from 1-500 users! We specialize in Legal, Medical, and Professional services, but support so much more. Retail, Finance, Healthcare, Manufacturing, Non-Profits, and you’ve certainly heard of our clients. We offer unlimited on-demand services, with an on-demand price point to meet every client’s needs. Just call on us – we put your business first!