5 Tips To Improve Help Desk Response Time

Concerns about the first phone call to the help desk! When this happens, we recognize that our requirements are in the hands of an expert, and we feel like we've picked up that particular help desk and made the right decision.

However, successful attendance at the first phone is less common. The truth is that most help desk support services keep us waiting for a long time: who hasn't experienced an automated system of 10 options before listening to the operator?

When we get to the fifth option, we want to escape and hire another service provider. Beyond the specific problem that came up by contacting them in the first place, they were asked what we had to say and given at least 5 tips to improve the response time at the help desk. 

If you are concerned about this issue and want to improve your company's help desk response time, this article can help.

Here are 5 tips to help improve response times at your help desk. This enables customers, suppliers and even your own employees to communicate their requirements and requirements through a unified and efficient help desk, which we believe will provide a better response than our competitors.

1. The Less The Better

Currently, there are many technical options for installing an automated help desk. One is to reduce the number of employees dedicated to the customer service area, which has the very attractive result of saving a lot of money for the company.

help-desk: while always smart to take advantage of service automation, not smart enough to exploit it. Customers do not have to call helpdesk to get confused about branching options. They want a direct, fast, clear and precise solution to their problem.

Apply company-specific technology to improve response times at the help desk service. Also, don't forget to customize the automated service. Offer a friendly design tailored to your type of user and provide the minimum options you need to resolve an incident.

2. Consider Human Factors

Having the best technology assets is as important as relying on qualified personnel with a solid problem-solving capacity.

Therefore, choose qualified staff from the help desk. Remember, these are the keys to improving help desk response times.

And don't settle for that. Stay updated with the person responsible for the helpdesk. Similarly, work to maintain a corporate culture and support projects related to help desk services.

Your staff is on your side to improve the response time of your help desk. Reward them with training and recognition.

3. The Customer Is The Main Focus

Every time you make a change to a system or service offered by your company, you must ensure that your customers know and understand those changes. For example, if your goal is to improve help desk response times, inform your customers in detail about what that means and what actions you are taking to achieve it.

To do this, develop an information system. Submit and post a list of frequently asked questions on our website that have already been answered for common queries that will be resolved directly at the help desk. As they absorb the changes, give them a direct number to answer their questions and they can call and get the information directly.

This list of questions focuses on the most common problems that the help desk solves. Focus on over 30% to 40% of incidents and filter which ones could lead to a help desk.

Once the customer has confirmed and experienced the change, you can send a short survey to collect customer insight. Be sure to provide the section for suggestions. And pay attention to them.

Negative customer reviews are potential ideas for improving your help desk. Then it evaluates the criticisms received in a positive spirit and solves the problem even if the service needs to be temporarily interrupted. Design a strategy to further enhance your help desk.

Make the necessary improvements to your help desk service and save more time and money. And if you respond positively to the demands and frustrations of your customers, you will do better. If your service meets all the requirements, they will happily pay more.

4. Prioritize Incidents

Filtering and prioritizing incoming calls to the Support Center is essential to improve help desk response times.

Accurately and quickly classify incidents, taking into account the importance of the problem and the type of knowledge to be corrected. Similarly, estimate the time required for that. Therefore, you can create three priority incident levels and assign a specialist to each level as follows:

Level 1 short topics

At this level, the team provides a quick response and makes them feel that the problem is very important to them. This avoids customer frustration and eliminates the need to make many phone calls to resolve a simple request.

Level 2 advanced topics

This level groups the requirements that require security permission access or that cannot be resolved at level 1.

Complex Level 3 Themes

This level collects requirements that require profound changes in procedures or programs, as well as chronic problems that require further investigation for resolution.

5. Adopt Fixed Cloud Experience

Cloud-hosted help desks can be solved directly from our online knowledge base, so users can get answers to their problems without calling.

This allows users to open their own incidents and monitor the status of queries, but also provides other means of communication between the user and the help desk.

The inclusion of new technologies will always improve help desk response times.

Improving help desk response time is easier if the technology platform maintains a historical record of common problems. This allows you to develop interactive pages that use illustrations and attachments to help your customers directly and avoid crowding your help desk over the phone.

Similarly, the technology platform provides a comprehensive report with complex parameters to analyze, including the time required for personnel to resolve an incident and reports with defined parameters.

In summary, here are five tips to improve help desk response times: 1) Simplify the use of the help desk for your customers. 2) Use the human resources of the help desk. 3) Listen to and use customer feedback and suggestions. 4) Establish a pattern of incident care. 5) Compile a knowledge base hosted in the cloud and make it available to your customers.

Now you have 5 tips to improve your response time at the help desk. By using them, you can ensure your users better care and support, while giving users satisfying added value and saving your business time and money.