From a broader perspective, the main objective of using a helpdesk software for your customer service is to help your agents help your customers.
This means streamlining your workflow and supporting your agents with the repetitive and monotonous tasks, so that they can instead focus on resolving the incoming tickets. Apart from that, setting down guidelines for best practices can motivate your agents to connect with the customers and work on their problems more effectively.
Although these practices constitute a laundry list, there are some extremely important ones that have a huge impact on the success of your customer service. Let’s look at a few of them.
Understand the requirements of different channels
In general, your customers have different expectations from your customer support on channels like email, phone, live chat and social media. Your social media customers expect pretty much instant feedback on their query, whereas a response through email can be relatively more lax.
A good solution for catering to your entire customer base is to make use of Service-Level Agreements (SLAs), which essentially places a framework for minimum times in which a service agent can respond to a query and inform the customer that their issue has been acknowledged.
Avoid using unnecessary jargon
If a customer is asking for a password reset, you don’t go into the technical details, do you? You tell them how to change it. Because the details that matter to you don’t matter to the customer. He just needs a password reset. Which is exactly why the service desk must talk the language the user understands; it is the interface between your team & customers. Using needless jargon in the service desk helps no one.
Don’t rely too much on statistics
To paraphrase Orwell, all metrics are equal, but some metrics are more equal than the rest. Every organization has unique requirements and variable business goals. This means that the relevant metrics to these different organizations are just as variable. For example, First Call Resolution is a great metric but using it as an indicator of customer happiness is plain misleading. The key is to understand your real requirements, define your goals and then identify the right metrics for you.
Always keep communicating
This might sound painfully obvious, but you can’t work in customer support and slip up on the communication. Always keep your customers in the loop. Tell them the whats, whys and whens. Even if it’s bad news. Actually, especially if it’s bad news. Your customers always deserve to know exactly what is going on.
Proactively improve yourself
Your service desk is about the journey and not the destination. There’s no end to the implementation itself and there’s always room for improvement. Every feature and SLA can and should be continuously reviewed and updated. This continual improvement will make sure that the evolution of your service desk never stops.
Most importantly, stay happy
Finally, the absolute worst thing you can do in your service desk is to stop having fun. You’re here to support your customers and solve their problems. And the minute you let that get monotonous and boring, it’s service desk death. Customer support isn’t exactly lion taming. But there’s no reason it shouldn’t be just as exciting. Seek out innovative ways to keep your agents motivated and engaged. Transform IT support into an adventure quest. When each resolved incident is a level up the leaderboard and each satisfied customer is a bonus, all you have to do is sit back and watch your service desk race ahead.