For companies with complex, technology-related products or services, the help desk is the most vital department in the company, at least for customers. Those who man the help desk must be educated, experienced, informed and in possession of the right hard and soft skills to help others. It’s a bit sobering, therefore, to realize that many companies today still expect their help desk workers to make do with email and spreadsheets to manage their end users’ support requests. Companies that do use dedicated help desk software may have bought a rigid premise-based solution that simply doesn’t meet their needs anymore (or never did). The result is that help desk personnel must figure out a way to troubleshoot around the process barriers in order to help customers. Don’t these workers already have enough to do without climbing over barriers put up by bad software (or a lack of software)?
Today’s software-as-a-service (SaaS (News - Alert)) help desk solutions are designed to overcome process barriers and provide a customizable solution that helps customer-facing personnel do what they were hired to do: find the right answers and promptly resolve customers’ issues. The ideal solution has robust self-service capabilities – people looking for answers actually like to find them for themselves, provided it’s easy – together with a logical way of creating tickets, solving them in a timely fashion and applying analytics and reporting to the entire process so managers can keep track of progress (or lack of progress).
The result is a solution that helps agents assist customers how, where and when those customers prefer, creating a truly omnichannel experience that allows customers to be in control of the interaction. By allowing for the creation of customer portals, advanced help desk software allows companies to provide a one-stop shop for self-driven customer support. Customers can receive help desk tickets via e-mail, chat, telephone, the Web-based customer portal or even Facebook (News - Alert), if they prefer the social media approach. The ability to customize the experience isn’t only for customers, however: a good help desk solution today allows workers to do the same.
Many SaaS help desk solutions today, such as those offered by TeamSupport, offer advanced custom reporting capabilities so users can extract precisely the information they need, displayed how they want to see it. Dashboards allow even individual help desk workers to customize their views depending on the work they’re doing, the team they’re working with or even the specific channel they’re working in. They can even create custom statuses to display.
By boosting productivity and end-user satisfaction, flexible software-as-a-service help desk solutions can help customers get an answer faster, which boosts critical service levels, reduce the barriers help desk employees experience when attempting to do their jobs correctly, and keep track of progress and process efficiency. It’s time to throw away the spreadsheets…they’re not doing your company, your employees or your customers any favors.
Edited by Maurice Nagle