10 Ways to Develop Company Help Desk Best Practices

For successful customer service, it's important to have a support service that works well and transcends your competition, especially when your business is online.

Although technology has significantly improved the help desk process in recent years, changes are not always the easiest to adapt. To improve, all organizations need to evaluate current practices against those used by other organizations.

Here are some best practices from the help desk service that you can use to assess what your business is doing and what it should do.

1. Conduct customer satisfaction surveys on a regular basis

Daily customer satisfaction surveys conducted by call tracking software provide valuable insights from a wide sample of employees. It is important that your company create its own personalized survey to constantly monitor help desk performance. The philosophy of continuous improvement of the customer satisfaction survey process elevates customer satisfaction and loyalty to an even higher level.

2. Implement a web-based knowledge base tool.

The greatest asset of a service organization is the knowledge of its personnel. Encouraging and rewarding employees to document their knowledge in a centralized, knowledge-based software system makes it available to all staff.

3. Implement a web-based knowledge base tool with real-time reports, dashboards, metrics, and business analytics.

Ready-to-use reports on knowledge base values, usage, status, and more help readers better understand how to use the knowledge base, further simplifying the process for help desk agents and using self-help. You can increase.

4. Implement a service request automation process in your help desk software.

Sometimes the images deserve more than a thousand words. Allowing remote access to the agents it supports speeds up problem resolution. Automatically convert customer emails to help desk tickets, set up quick ticket templates, create standard solutions and help desk with pre-defined questions that agents ask customers when they create a problem. Increase customer satisfaction by increasing options to optimize performance.

5. Improve communication with agents and clients using help desk software systems

Communication between agents helps keep the help desk process flowing smoothly. Some examples include scrolling marquee messages for event alerts, new agent contact alerts, and important broadcast message alerts.

6. Implement a 24-hour customer self-help portal

If necessary, customers can access the Self Help Portal to solve their own problems or create their own service requests, which can save a significant amount of money for your organization.

7. Use real-time reports, dashboards, metrics and help desk analytics

You cannot handle what is not measured! Real-time metrics can also lead to better quality decision-making by stakeholders, including CIOs, if necessary.

8. Perform root cause analysis daily to identify why the problem occurs

Being able to trace the root of the problem is important in order to determine the real cause of the problem. This will assist in future planning and help determine which IT areas (applications, hardware, operating systems, networks, etc.) may need more attention. Ideally, help desk software should make it easy to track, require root cause selection, and enter / request problem resolution before closing a ticket. In addition, root cause reports must be available to identify specific problems or trends.

9. Implement service level agreements linked to the impact of corporate income.

Service level agreements (SLAs) are an important part of the customer help desk's responsibility, and their compliance can affect customer satisfaction and even revenue. Helpdesks must not only implement SLAs, but must be able to track compliance at different levels of granularity, from the help desk or the entire group of services (applications, desktops, networks, etc.) to individual agents. SLA trend reports must be available. This helps leaders understand how effectively their services are delivered.

10. Take advantage of predefined and customizable help desk reports

Agents and leaders must have a variety of reports that they can quickly access, easily customize, share with others, analyze responsibilities, and use to keep their customer service processes running smoothly. The report should also provide the appropriate data to help you make better decisions.