Customer service, experiences, and relationships are topics that are increasingly on the agenda within companies, right? If you've been concerned about this too, you've probably heard of a help desk .
No longer a differentiator, customer service is a key task to stay competitive and alive in the memories of your audience .
Do you know how a help desk can help your company and ensure customer satisfaction is always a positive metric?
Check out our post to find out what a help desk and how it can change your business!
What is a help desk?
The help desk is a unique form of customer service . It's based on the idea that consumers don't need to go to a physical store, prioritizing digital channels.
Help desk service is offered through systems that centralize assistance on a single platform , opening tickets and making the customer's life easier.
This way, with your tickets open, they don't have to repeat the information every time they contact you.
In literal translation, the help desk is the help desk and, even if this desk is virtual, it centralizes all requests .
A help desk system works with technology and automation, allowing control by those who have access to this information, optimizing time and reducing human error .
In addition to centralizing support, good help desk classify these calls by priority level, creating a queue according to what needs to be resolved most urgently .
Initially, the help desk corresponded to a department or system, made available by the technology area, which users contacted to solve IT-related problems.
However, over time, several companies have used these systems to create automatic request processes for their services and support.
In addition to streamlining communication between different sectors, the help desk keeps requests organized and trackable .
Help desk levels
Now that you understand more about what a help desk , we can talk about its levels of service.
The first is divided into two parts called the solver and the driver .
The troubleshooter can resolve customer issues by providing information and clarification, which is the most practical part of the help desk .
The manager is the party responsible for receiving the problem, recording details of the incident, and forwarding it to a department with greater knowledge about the request.
The second level of service includes teams with more knowledge about the problems presented.
This means the first-level agent was unable to resolve the call and needed to connect the customer to the next step for help.
The third and final level consists of specialists with even greater capacity to resolve calls. These may include manufacturers and developers of specific software and hardware , as well as hired consultants.
What are the advantages of using a help desk in your business?
Are you more familiar with what a help desk is? Now it's time to talk about some of its benefits !
Implementing this type of system can help a variety of sectors. Check out some key points!
The company gains a better understanding of customer behavior
With help desk software , your users' actions, calls and problems are mapped and monitored.
Therefore, it is possible to find patterns of behavior that can – and should – be used in favor of the company .
For example, if your team notices that customers are having difficulty with a specific aspect of using your service, it's time to improve that issue.
On the other hand, if it becomes clear that customers buy a product and then come back to buy another that adds value to it, why not add this cross-sale to the process?
Knowing the consumer , their behavior, desires and journey provides a lot of extremely important input and information for organizations.
Improves processes
With automated work on the same platform, it becomes easier to optimize work and speed up processes and requests between different teams .
Service becomes more fluid, customers repeat their problems less, human errors decrease, and productivity increases.
Measures results
When using a system to open calls and requests, it creates and sends reports and statistics useful for strategic plans .
Information such as average response time, First Call Resolution , and customer satisfaction, for example, becomes more visible.
Ensures information security
help desk system , all interactions and requests are stored in a history .
This ensures that they can be consulted, whether to confirm information, avoid repetitions or solve problems.
Makes task execution more transparent
Sometimes, it is difficult for managers to measure how their teams are doing and monitor responses to service requests .
With a system that performs this mapping, it is possible to increase quality control; after all, it becomes easier to understand how and when service and resolution are being carried out.
Furthermore, the systems track priorities and execution time, making it possible to better inform the client about progress and deadlines.
Conclusion
Did you already know what a help desk or have you used this tool under another name?
These systems are important in various niches and provide centralized service, with more organization and a focus on streamlining and improving demands.
Help desks assist customer service teams and facilitate the work of support teams, who are often overwhelmed and sometimes don't know what to resolve first.
In addition to grouping requests, the help desk can be a great database and provide a variety of insights for the business.
Certainly, by implementing a tool of this type, service will become more agile and efficient, providing more positive experiences for your user .
Now that you know what a help desk and learn even more about issues related to your customer with this article on Customer Effort .
