Helpdesk Services: How to Boost Your Performance

If your business offers products and services that often require troubleshooting for your end-users, maintaining a dedicated helpdesk is critical. Inefficient helpdesk services can negatively impact customer satisfaction, which in turn will be detrimental to your continued success.

Whether you provide helpdesk services to your clientele or need to regularly call on your internal helpdesk, this article will explain how you can boost the performance of this vital organizational resource.

Helpdesk Performance: Write Detailed Notes

Whenever a client reports an issue or requires user support, your helpdesk employees are expected to create a ticket that will streamline future support requests. Ensuring that the notes found on these tickets are sufficiently detailed can save your employees and customers a great deal of time and frustration.

Be sure that your employees document the following information:

• The name of the employee that spoke with the client
• Procedures followed with detailed results and error reports for each step
• Actions to be carried out by the caller and/or employee
• Date and time of a callback, if any
• Any other relevant details (serial numbers, anecdotes, etc.)

Refer to Ticket Notes

Once you’ve standardized what details need to be included in ticket notes, customer support will be greatly simplified by ensuring that your employees refer to previous tickets. Nothing will decrease the satisfaction of your helpdesk clients more than having the same information repeated to them every time they call.

Outsource your Helpdesk Services

While this may seem like cheating, many organizations, especially SMBs, simply don’t have the resources needed to maintain internal helpdesk services. Despite lacking the necessary resources, they still need to provide end-user support for their product if they want to resolve clients’ issues and keep them satisfied.

In this case, helpdesk outsourcing can be a more cost-effective option that provides the performance you need without having to hire and train new employees.

Crunch your Helpdesk Data

It often pays off to hire a functional analyst when staffing your IT department. When you collect, analyze and crunch important data, you gain critical insights that will enable you to boost your helpdesk performance.

Whether you need to increase service levels, improve satisfaction, shorten call times or resolve more issues on first contact, customer support analytics will help you discover where your team’s core problems are rooted.

Understand the Competition

Every now and then your helpdesk employees will receive a call from someone who is interested in your product or service but needs an extra push in the right direction. In these cases, it is tremendously advantageous if the person answering the phone has studied your competitors and can clearly describe what makes your offer more appealing.

Implement Effective Knowledge Management

Effective knowledge management is crucial if you want your team to resolve issues as quickly as possible. Make sure FAQs, common solutions, instructions and other important resources are well organized and readily available to your helpdesk workers.

Upgrade your Helpdesk Tech

If your company is still working with outdated technology, boosting your helpdesk performance will prove quite the challenge. New technologies can help you speed up the support process, automate manual workforce management tasks that lead to inefficiencies and give employees more flexibility to focus on the issues that matter most.

Boost helpdesk performance with A2R

Many companies struggle to achieve optimal helpdesk service levels and maintain maximum efficiency. If you want to optimize your helpdesk and stand apart from the competition, don’t hesitate to contact the team at A2R to see how you can gain an advantage today.