What are the Best Help Desk Techniques That Can Help Improve Your Service?

In some cases, even professionals can fail, and this is true for service providers who consider them professionals in processing their clients. Clients can be unpredictable batches that are easily satisfied or not at all satisfied. It all depends on a variety of factors that influence the behavior of the moment. A quick response may satisfy them, or even ten phone calls with them may not help.

Agents who provide help desk support services need to understand customer expectations and whether they meet them. Customer expectations are important because they help service agents understand their business accordingly and create their own checklists for passing tickets.

Only if there is no confusion on either side can we provide an improved service. The customer knows how to pick up a ticket and when to respond, and the agent knows when to send an email and pick up the phone right away. The end point here is to provide consistent service and resolve tickets before the customer loses patience. At the same time, don't set your expectations higher than necessary. There will be a conflict.

To achieve this, it is always appropriate to follow certain techniques to improve the service.

Analyze current practices.

It is always wise to analyze and consider your current activities first, rather than developing an improvement plan. Understand how you provide your help desk service, customer experience, and other support services. There may be some good techniques already in use, or some duplicate activities that really don't benefit. See if there are any checklists you need to review. Companies often have a knowledge base that can be a valuable side of a help desk. Check if it needs to be repaired and if there are new additions or activities.

Create an SLA

A well-defined service level agreement (SLA) is always useful for companies that provide help desk services. It simplifies the task because both service providers and customers do not define some service contracts and are expected to be offered these services. With these SLAs, the service leader can now prepare agent-defined KPIs. This not only allows you to correctly set customer expectations, but also measures the service you are offering.

Evaluate expenses

Knowing where you spend what is always good practice. Especially when it comes to providing services, we know that your phone bill will skyrocket. Therefore, understand the number of calls and the cost and purpose of those calls. Therefore, in any case, the service agent will find another way to call for basic ticket issues, such as password reset and hang up for those minor issues.

End-to-end track tickets

Documenting ticket and correspondence status is a good idea, as it helps others understand the problem at a glance. Be completely transparent about when the ticket was generated, initial response, email or phone interaction, and resolved data and feedback issues. Another reason full transparency is useful is that other agents can step in and understand what happened, even if the original ticket owner can't figure it out. Customers regularly update ticket status, and agents need to track ticket progress.

Learn about the product

Product knowledge experience is always valuable and can be used in difficult situations. Often, service agents trust product managers to answer some queries, wasting time there. Quickly resolving tickets is important to customers, and having full product knowledge eliminates dependencies. Understand the features and use the product / service to get information from the developers; This will help you better understand the product / service.

Document complex problems

When a service team receives one of a complex problem that requires the attention of multiple agents and passes it on to another agent to find a solution, document it. It is possible that one of the five tickets has repeatedly solved the problem before, and in these cases these documents will help. This time, you don't need to pass the ticket to solve it, but use the documents to solve everything at once.

Building a knowledge base

Having a solid knowledge base with training videos, product webinar recordings, how-to articles or videos and expert articles will benefit customers when agents are absent. The fact is, agents are not available 24 hours a day, 7 days a week. However, customer problems do not stop. In these cases, customers can use the knowledge base to understand whether directory material can be used to resolve the problem. The knowledge base is like a self-service portal with easy access for both agents and clients and can be used by anyone.