It doesn’t matter if you are a small business organization with only a handful of employees and customers or a large business enterprise that has thousands of customers everywhere. It doesn’t matter if they have an internal or external or even both help desk services. It doesn’t matter if they provide an automated or human help desk service. The only thing that matters is providing unparalleled customer service. The process followed for delivering the service may be different, but it all comes down to providing an excellent service, which means that a business needs to understand the customer’s context and not just the technical issues.
Here are some tips that every business can use for improving and enhancing the quality of the help desk service it offers:
1- Hiring the Right People
Time and again, help desk managers and IT specialists end up hiring the wrong or unsuitable help desk analysts. It is best for managers to look for candidates who are articulate, patient and empathetic. Most managers only consider the tech skills of an individual when hiring them; it is essential to keep in mind that these skills can be taught, but you can’t teach anyone to be patient and understanding. End-user satisfaction can only be achieved if help desk analysts have the aforementioned qualities.
2- Providing Training and Constant Feedback
Even if the individuals hired have technical skills, they still need to be provided some training because they have to be updated regarding the latest hardware and software that’s being used for providing the help desk service. There are numerous certification programs such as MCITP are great for enhancing the skillsets of the employees and they can also offer motivation by giving their credentials a boost. Constant feedback should also be provided to these analysts and not just in the form of year-end reviews. Constant feedback will help them in becoming proficient.
3- Managing What is Measured
End-user satisfaction can only be measured by asking them how satisfied they are with the services of the help desk. Weak spots can be identified with the aid of this feedback from customers and techs can work on them to provide better services. Another great way to improve the relations between the end-user and help desk is to conduct a follow up and ask the user why they weren’t satisfied. This will tell the user that their opinion is valued.
4- Giving Appropriate Tools
Ticket resolution times should be reduced and end-user satisfaction should be improved with the use of proper tools. Some great tools include network management software and remote support software. These can be immensely helpful in troubleshooting and resolving the problem or issue in a quick and efficient manner.
5- Choosing Help Desk Software
Even though it seems obvious, this mistake is commonly made by lots of businesses. Don’t compromise in terms of quality just for saving a few bucks. There are lots of reasonably-priced and robust help desk software that can be found, which have a horde of features that can aid in providing a better experience to end-users.
For more helpful helpdesk tips and suggestions, visit http://helpdeskpalblog.blogspot.com.