Introduction

Help Desk is a component of an end-to-end process that focuses largely on serving customer needs.

A ‘Help Desk’ is often implemented to not just respond to customer needs, but also collect and analyze the information so as to provide faster service response to customers.

SMaRT Technology Services takes this opportunity to discuss some best Help Desk industry practices.

Organize your information by developing an online knowledge base, which is easily understandable and has ease of access for the customers.

Encourage your customers to use this online database. Doing so will ensure lower call volume.

Make sure the support staff has access to a more elaborate database for the queries.

TIP #1: Knowledge Database

More often than not, customers contact the help desk when in crisis.

So, it is important to put in a little bit of extra effort in finding the right personnel for your help desk.

Make sure that your help desk staff not only possess required technical expertise, but also have the patience to handle stressful situations.

TIP #2: Hire Right People

Training your staff on a continuous basis is one of the best practices to improve their productivity.

Learning techniques for resolving problems and listening effectively need to be implemented in the training.

The staff needs to be trained to provide accurate responses both on phone and email.

TIP #3: Learning Environment

Employees may be likely to leave the job when they feel under-appreciated for their efforts.

So, support your employees’ career and work life balance to attract and retain your employees who perform exceptionally well.

Most importantly, be generous in giving praise and accolades to the employees to boost their morale.

TIP #4: Happy Employees

Motivate your team with incentives, awards, bonuses, games, competitions and sports activities.

Games bring an element of fun to the job and leads to happy and high performing employees.

Whereas, bonuses, financial incentives, awards and gifts stimulate the morale of employees and ensure higher productivity.

TIP #5: Incentives

Customer problems do not occur on a fixed schedule. Being available on the customer’s time schedule is essential for any company.

If your organization has a global base, your help desk schedule must have extra support staff, be flexible enough to work in varied shifts or accommodate overtime, or to handle the increase in call volume.

TIP #6: Availability

To empower your business, your staff should possess exceptional listening skills.

Customers need to feel like they are being heard attentively and attended to.

Good listening skills will help the staff understand the nature and cause of the problem in totality.

TIP #7: Lend An Ear

To improve the overall efficiency of your help desk, implement automation processes, real time reports, dashboards, metrics and analytics.

Equip staff with tools to track, log, and resolve issues instantly.

Additionally, enable your help desk with remote support solutions which can help your staff interact with the user directly.

TIP #8: Automation

Identifying trends and reoccurring issues ensure minimizing business impact.

Staff must communicate appropriately and work to learn from the situation to solve future problems.

All help desk staff must be trained to document, research, diagnose, prioritize and document thoroughly.

TIP #9: Analyze Trends

Empower your customers, by helping them become sources of knowledge.

Use all the available resources, training tools, documentation, etc. to facilitate solving your customers’ issues on the first contact.

Share useful content such as blog posts, web-seminars/webinar to help solve issues themselves.

TIP #10: Solve Issues Fast

Call us now at 877-902-7148 to resolve your help desk issues and get professional help to transform your customer support group. Or consider fully outsourcing your help desk to SMaRT Technology Services.

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