5 Ways to Improve Online Help Desk Management

You may need to reflect on how to improve your online help desk service. Includes troubleshooting on how to address undetected issues in a chaotic work environment.

This article discusses some areas that desktops should consider to improve task performance and ultimately add value to the business.

Apply the Shift-Left system

Shift-left is a director focused on sharing help desk support services knowledge internally. The concept is very simple. Professional back-office IT staff ensure that other staff unfamiliar with the front office can access help desk-related information.

That way, advanced IT staff can focus more on more complex problems.

Customers can share this knowledge even more if the help desk team has the same knowledge. This is called "left shift." We provide our clients with the best documented solutions to solve simple problems individually.

Therefore, all tasks are well distributed according to difficulty, so you can spend your help desk budget correctly and save valuable time.

Automation

Automating your online help desk is a smart step to "do more."

If you haven't already done so, do it now! If so, do you get the results you expect? Unfortunately, if not, you may have to spend space for automation.

The areas to consider are:

• Service request approval
• Ticket service prioritization
• Client update
• Ticket notifications (when you need information on the progress of the ticket)
• Ticket closure

Automating the system not only saves time and money, it also improves customer satisfaction.

Focus On Old Tickets

Obsolete tickets can cause problems for your help desk team. Agents generally avoid this type of ticket because it can be difficult to resolve, disrupt service level agreements, or be completely forgotten. Until one day the agent almost drowned in this ticket and suddenly it became an emergency.

As a result, the help desk team must require additional effort to consistently handle and resolve this type of ticket before turning it into a successful complaint.

It can take a long time to start resolving this ticket, but if your agent is very close to completion, you can send an update to your customer and track down the department involved.

Hopefully, the help desk team can provide reports on a regular basis. It can be scary to open this ticket after a long time, but at least with your efforts, you can avoid increasing complaints and save time and money. Customers are also grateful for their attempts to solve the problem and not leave it in the dark.

Provide Excellent Customer Service.

Do help desk agents always provide excellent service?

Non-professional staff has a significant impact on team performance. Therefore, you must ensure that the agent works effectively.

It cannot be denied that some people have bad days due to complaints. However, the agent creates an unpleasant mood if there are more bad days than good. It must stop before it becomes chronic.

Get motivated by praising, giving feedback, and using gamification techniques. Create a convenient workplace at the expense of your stressful job.

If your team works, you can add value to your business for even the most complex problems.

Self-Service

There is a big difference between the self-service portal and the self-service that customers actually use. Many companies implement help desk portals that no one uses.

This happens because the client does not know that such a portal exists, or simply does not know how to use it. Fortunately, there are some strategies to solve this.

You need to advertise it. "Hello, and it provides a self-service portal." Do not send an email once you call. Expect your customers to use it. Market it well and make sure they know the portal can help them. Not only does it tell you that you can record a ticket there, but it also tells you that you can save time by not calling customer service.

Teach Them To help your customers, you must teach them how to use the portal. We will tell you how to trade in one session.

Conclusion

A well-organized helpdesk can help satisfy your customers. Satisfied customers will finally add value to your business.

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Achieve effective team performance with an advanced online help desk system. If you have any questions about the help desk system, please contact us here.