Essentially, the help desk is a central online center where customers can talk to customer service staff. It can be a physical desk but in general, a virtual space where customers can contact you when they need help. Depending on the size of the company, the help desk has an employee or a dedicated team dedicated to supporting.
Somehow, each company has some kind of Managed IT Services as part of a customer or account management system. If a customer has a problem with a product or service, they probably call their organization to solve the problem. Helpdesk management software solutions are designed to facilitate customer assistance with ticket management, communication, automation, and other features.
How To Set Up A Help Desk In 5 Steps
When setting up your own help desk operation, it is important to decide how to use it. From there, you must identify gaps between your objectives and your current support operations. These five steps provide the knowledge to map processes that can be adjusted at any level in the management structure, and allow the help desk to scale easily as the company grows.
These are the five steps to follow when setting up your help desk.
1. Determine Desktop Support
Traditionally, helpdesk support services are the place to receive basic customer tickets and correct customer-reported problems. However, it can also function more strategically by acting as a centralized location to manage customer service workflows, centralize customer data and build self-service knowledge base.
You can also expand your help desk to include service requests from the entire company. This means that the helpdesk can help internal and external customers and serve as a central hub for the customer relationship management (CRM) process.
2. Determine the Needs of Your Help Desk Staff
One of the first problems that most companies have when creating the help desk administration is the number of people who need to hire a support team. This depends largely on the customer base and the number of regular consultations.
In most cases, each support agent must spend approximately 70% of the time responding to tickets. This is known as utilization. The remaining 30% of the time should be used for secondary tasks such as meetings, training, breaks, and general downtime. When utilization exceeds 70%, customers expect more. If it is lower, the agent spends more idle time.
Use these guidelines to help your staff calculates the total number of hours needed. Once your team has the correct number of agents, you can decide if you need a generalist to respond to all tickets or a specialist to respond only to tickets related to a particular topic.
Once your team is in place, you can take advantage of the metrics and analysis of the help desk software to optimize staffing levels and iterate as your needs change.
3. Define Priorities
When creating strategies for support ticket operations, you will want to classify, prioritize and assign the tickets received based on your unique business requirements. For example, most systems provide the ability to automatically route tickets to teams or departments that can provide special assistance. In this example, the billing problem is immediately sent to the accounts receivable department.
Similarly, ticket automation can help you keep your promises in service level agreements (SLA) if you have a contract with a customer. If the customer has an SLA that allows access to more specialized support, the ticket can be automatically scaled. You can also create multiple SLAs with different response times depending on the type of ticket, product, customer group or other criteria defined in the service management console.
4. Create a Standard Response or Knowledge Base
If you discover that a customer is contacting you with frequently asked questions (FAQ), taking the time to manually enter the answer to each request can be a great burden for agents. Creating and implementing canned responses to common queries can save agents and customers a lot of time and effort. In the same way, a knowledge base of the client page can help customers help themselves.
Clients feel more comfortable helping themselves. Self-service options, such as knowledgebases, save time and resources for support. Studies have constantly reported that customers want to help themselves instead of having difficulty talking with customer service representatives. Therefore, self-service channels can help increase customer satisfaction.
5. Follow and Improve Key Indicators
If you want your help desk to be as effective as possible, you must continually improve your configuration. Evaluating key metrics using the software's reporting tools can help you understand the overall effectiveness of your agents and their work.
Managed helpdesk services reports can be used to find problems, but they also provide the advantage of identifying operational trends. For example, many customers may be confused about how to return products to a company's e-commerce store. To solve this problem, provide a canned response that clarifies the return policy. You can also use this information as a signal to better describe this policy on the payment page of your store.
Another way to gather useful information is to keep track of all customer interactions with surveys. This is an excellent way to collect qualitative comments from your users and evaluate how your agents meet your needs. It can also help generate loyalty through a positive customer service experience.
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