Before getting started, let us acknowledge that setting up a help desk is a rare opportunity to shake up the client support and services processes, as well as old habits in your support teams, but in order to make this happen successfully, you will have to put in a bit of prep work. Help desk support is the process of responding to customer inquiries, taking tickets, solving customer problems, and otherwise providing customer support via a formal, organized software system. Some companies provide customer support via email and chat, but do not use a dedicated help desk for organizing tickets and customer inquiries.
You may want to compare support from the help desk with that from the customer service department, which does not use software systems, which is customer service that is done by humans. The features in the help desk a customer support rep would most likely utilize would be automation, user experience, increased productivity, and actually being able to provide support for customers on an interface. A help desk manager needs to have strong customer-facing skills, as well as being able to play a critical role in making sure that the rest of the support staff gets their work done.
They will typically be the people holding other managers and directors accountable to resolving incidents in time, and making sure that specific requests are completed in expected timelines. The service desk acts as a core support mechanism within organizations, managing customers contacts for help and service access. A help desk has a specific set of capabilities to assist both the support team and customers to keep an eye on the problem and to make sure there is a successful outcome for both parties. A help desk is a technological system that helps customer support teams receive, manage, organize, automate, respond to, and communicate with customers questions or problems.
With a wide range of features for managing issues and communicating with customers, a help desk tool can help keep you organized while working towards customer service goals. Now that we are all on the same page on what a help desk does, heres our list of the best help desk software that your customer service team can use to serve customers better. You can also leverage data collected from your help desk software, or another customer support solution, to understand the effect that it is having on your workflow. For instance, if you have a smaller team at your support desk, build out your workflow so that users first access the self-service portal to look up answers on your online knowledge management database, then they go to the support desk.
Enabling the Customer Self-Service Portal, a feature offered in most help desk systems, allows the end-users to submit tickets on their own. Customers can use a self-service portal to avoid long, back-and-forth messages or phone calls to an agent or chatbot. In the context of customer-facing support sites, the self-service portal may offer both a ticketing and a knowledge base experience, but can also offer features such as registering products, manually downloading software updates, and back-end connections with a customer relationship management (CRM) and marketing automation system, which automatically markets relevant products and upsell opportunities to relevant customers. This helps reduce the end-users confusion, brings consistency to the support process, and provides faster response times.
The ITarian help desk ticketing system provides businesses a unified contact for meeting communication needs across all departments — both in-house and client-facing. Because the volume in the B2C inbox may be large, Customer Service Management would benefit from having tools to prevent duplicate tickets being sent, or to inform agents they are both working on the same conversation. While there are definitely businesses who are customers of B2C software, and some enterprise features exist for B2C products, traditional things such as agent reports, canned responses, and agent collaboration features will matter most to managers of B2C customer service teams. The best part is, most support tools support canned responses, so you can just configure the reply to be fired off as soon as the customer sends a request.
Providing an option to initiate the call before knowing the kind of support a caller needs — incidents versus requests for services — or landing screen-pop integrations is useful. Of course, your service desk configuration process may differ depending on your specific use case, but these are generally the most common steps that will work in any kind of business. Regardless of the type of assistance provided, the purpose of the service desk is to deliver quality services to customers in a timely fashion. Feedback from internal users–or external customers, if this is who your organization supports–is the main measure of how well the service desk has handled a problem or disruption.
A companys service desk is the team of tech support professionals trained to resolve issues and respond to technology requests of an organizations customers. The help desk handles common organization needs, such as setting up new system accounts, recovering forgotten passwords, and answering technical questions raised by employees or customers. Atlassian uses Jira service management to deliver a unified customer support hub, connecting the IT help desk with several of our departments support desks, like legal and HR, so customers can go to a single location for any support they need. A good helpdesk for enterprises allows you to quickly collaborate across teams, particularly those beyond support, helping to provide business-class customer services.
A major benefit of having helpdesk software is the fact that you can assist people in a variety of ways, like providing instant help for customers. Adopting best practices for your helpdesk helps with managing costs and providing a great customer service experience. This critical tool saves time and can help IT employees to be more efficient in solving employees problems, creating better experiences for employees. Even if you are happy with your current support teams performance, you should continually be looking for ways to improve its effectiveness – for both your customers (by improving metrics such as response times) and your company (by optimizing the amount of time staff members spend providing support, as well as the amount of money a support team costs you to operate).
This means having enough support agents to efficiently handle the volumes of tickets without being overloaded, as well as being able to answer customers promptly across time zones or at off-hours and holidays.