Are you organizing and running your own help desk? Here is a comprehensive list of things to do and not to miss.
A well-organized help desk is the basis of a good support department, which improves customer satisfaction and increases loyalty.
A help desk checklist is a summary of what needs to be done to keep your help desk running smoothly. It is an invaluable tool when creating or managing a new help desk to make sure that all important tasks have been completed.
A help desk is essential for any business, large or small. It allows customers and clients to get in touch with customer service easily and receive assistance with any customer issues they may be facing.
It is an essential tool for businesses that:
The first thing you need to ask yourself is what you want to accomplish with the help desk.
It will be difficult to measure the success of your help desk without setting specific goals and checking whether or not they’re being met.
Goals should be measurable, time-bound, and realistic. The more detailed they are the better. For example: “I want my help desk team to solve 95% of queries within 24 hours”.
Develop targets for the customer service department as a whole and also for each individual. Begin with the big objectives and then try to break them down into smaller ones – thanks to that you will get closer and closer to your aims.
By setting specific goals, your team is working towards set targets instead of just “doing their jobs” without direct purpose behind it. This will motivate your employees and keep them aware of what is expected of them.
The goals should be achievable, so it is better to have slightly lower targets and hit them every time than fail to meet unrealistic goals.
Once the goals of your help desk have been set, it is time to choose the software that will be used by your team. There are many different types of help desk software available, so it is important to find the one that suits the needs of your business.
Help desk software is essential for managing customer queries and complaints. It allows you to track and monitor customer interactions, as well as store all communication in one place. It makes your work more efficient and focused.
The software you choose should:
Which tools to use for choosing a help desk software?
When you have many people working together in one team, it is essential to create a system of organization for communication and the delegation of tasks.
Organizing your team by department allows you to manage customer queries more effectively. This will make it easier for customers to find the right agent to speak to and help keep communication effective.
You need to organize your help desk team into different departments based on their skill sets and expertise. For example: “Customer Support”, “Sales”, and “Technical Support”, etc.
Each department should have a leader who is responsible for delegating tasks to other members of the team and ensuring that all customer queries are handled in a timely manner.
Agents within the same department should be organized according to their skill level (or “seniority”). It is also important to establish clear lines of communication between departments so that any issues can be resolved quickly.
In order for you to provide the best possible service for your customers, you need an efficient system in place that allows them to contact you during different hours.
Setting business hours allows customers to know when they can expect a response from you. This will help reduce the number of inquiries that come through at night or on weekends when no one is available to answer them. Also, business hours affect your SLA compliance.
You need to decide on the times when customer queries will be handled by support agents, so look at when your customers typically contact you. Don’t forget about time zones if you provide an international support service. You should also make sure that these hours are clearly visible on your website and/or contact page.
Tip: if you receive inquiries outside of your business hours, you can have an automated response system in place to inform customers about when they can expect an answer from you.
You’ve already made a decision and chosen a help desk software solution that meets your needs. It’s time to set up all of its features and get it ready for your customer support.
A well-functioning help desk system makes it easier for your support team members to manage customer queries and keep track of their progress.
Depending on the software you choose, the process will differ. Nevertheless, some things that you will certainly need to do are:
We can’t tell you how help desk implementation looks with every provider, but we can tell you how to do it with LiveAgent. Setting up this help desk is pretty simple, and doesn’t take too long to start using it.
LiveAgent’s support portal makes it clear – you just have to: add users, set up your email, connect to your own mailbox, add a live chat button to your website, connect your social pages, set up a customer portal and call center, and that’s all – you’re good to go.
These are the channels through which you can communicate with your customers.
The more ways in which your customers can reach out, the better they will feel about their experience with your brand or product. It also gives them a sense of control over how they want to interact. If there’s only one option available then they might not be as motivated to reach out when something goes wrong.
You need to decide which channels you want your customers to reach out on and configure them accordingly. A few channels we recommend are:
You can use an e-mail address for each communication channel that you offer (e.g. email@example.com, firstname.lastname@example.org).
To implement a mailbox as your channel, you need to set up a mail server and configure it for each type of email. You should also make sure that you have enough space allocated to store all incoming messages so they don’t get lost due to lack of available space. Note that email-only support has its drawbacks.
If you want to offer your customers a place where they can discuss product-related issues, you can set up community forums on e.g. Facebook. To do so, simply create a Facebook page for your company and add a discussion board. You can also use other social media networks (e.g. Twitter, LinkedIn) to set up customer support forums.
Live chat is a great way to provide support to your customers in real-time, and you can use LiveAgent to set it up. If you want to provide 24/7 customer support, think about using customer self-service chatbots to talk with your customers and answer simple questions (e.g. “How do I change my password?”). They can be easily scaled up or down depending on how many people need support at any given time.
If you have a knowledge base, you can add articles that explain how to use your products or troubleshoot common issues, which will help reduce the number of inquiries that come in through email or phone. However, be sure that your knowledge base articles are up-to-date, accurate, and provide value to your customers.
You can offer phone support during certain hours of the day, but you need to make sure that you have enough customer service agents to handle the number of calls that come in. You also need to set up a phone system (e.g. VOIP) and call center software to manage the calls effectively (e.g. LiveAgent).
You can also use social media to provide customer service. Think about Facebook messenger – it provides an easy way for your customers to reach out to you. Just make sure that you are monitoring all incoming messages so that you can provide timely assistance.
A contact form allows customers to submit their concerns through an online interface. It simplifies the process of getting in touch with your company.
Having a contact form on your website allows customers to reach out to you without having to pick up the phone or send an email, saving them time and hassle.
You need to decide what fields you want the contact form to include: Name, email address (optional), message, etc.
You can use a tool such as Gravity Forms or Contact Form Seven in WordPress if you don’t have programming knowledge. If your website is built on another platform, ask the developers how they would implement this feature for you.
You also need to decide where you want the contact form to appear on your website. It can be placed on a page such as “Contact Us” or embedded in the sidebar or footer.
Make sure that you test the contact form before publishing it on your website. You should also make sure that the email address associated with the form is working correctly.
When building a contact form, remember that:
Before you start receiving customer inquiries through your communication channels, you need to determine an effective process for dealing with them, for example with an automated ticket distribution system.
It helps your agents respond quicker and work more efficiently.
LiveAgent and its advanced ticketing features that streamline support service workflow
By using email templates, you can quickly add relevant information to an already prepared draft, saving you time.
It streamlines the process of creating new emails, which saves time and makes it easier to send multiple messages in a row. It also helps provide consistent branding across all of your company’s email communications.
Customer service requires you to be able to respond quickly to all inquiries and inform your customers at every single stage.
It enables you to keep customers informed about the progress of their inquiries. It also helps improve customer satisfaction by keeping them up-to-date on the status of their tickets.
You need to know who has access to what information. This is especially important when it comes to customer service because you want your employees’ roles and responsibilities to be clearly defined so that there’s no confusion about who does what or how team members interact with one another.
It helps employees know their limits and prevents them from accessing information that they are not authorized to see.
SLAs clearly define what customers can expect and what providers are responsible for so that both parties will know the consequences of failing to meet them.
Doing so provides transparency and accountability when dealing with customers who are dissatisfied with a service. It also helps to prevent customer service agents from making promises that they can’t keep.
A service level agreement can cover and define many internal goals and metrics. The key is balance – too many or too few rules could hurt business relationships, so consider how much flexibility there needs to be in order for everyone involved to be satisfied with their SLA.
A ticket management system is a critical part of any help desk, as it allows you to track, manage and assign tickets to appropriate agents. It also provides a history of all interactions that have taken place between your company and each customer.
It helps agents keep track of all open and closed tickets and resolve issues more quickly. It also provides a history of all interactions that have taken place between your company and its customers, so you can learn from past mistakes and improve your service.
Believe us – as time goes on, it will become more and more difficult to manage them all at once. But don’t worry, we’ve got the solution.
The best option is to choose a piece of help desk software that offers an omnichannel inbox to manage different channels in one place. Thanks to such a solution, you can handle tickets from multiple channels (e.g. email, chat, social media) and integrate them into one unified inbox for better visibility and faster response times.
This is exactly what is available through LiveAgent, and it’s simple to set up and use. You can get started in minutes by creating a new account and adding your email address. The free trial allows you to test it out before making a purchase.
To get the most out of your help desk, you should consider connecting it with any other applications that you use.
It allows you to manage all customer interactions in one place so that you can more easily track and resolve issues. By managing all customer interactions from one interface, you will be more productive.
It depends on the applications that you want to connect to. Some apps like LiveAgent and Zendesk have built-in integrations with a variety of other software. If there isn’t built-in integration for your chosen app, there are usually connectors available that will allow you to do so.
Filters allow you to organize your tickets by priority. For example, if a customer has a question about their account status and an agent needs to check whether or not it’s blocked, they can filter for all open tickets with that subject line.
Filters allow you to organize your tickets by priority so that agents can easily find and resolve issues. As a result, agents won’t have to look through every single ticket to find the one they need.
It depends on the help desk software that you’re using. Some software solutions such as LiveAgent allow you to create filters by typing in keywords (e.g. “account status”). You can also create filters manually, which is useful if you want to customize them or use a different set of criteria than what’s available in the software itself.
Rules and workflow allow you to automate certain aspects of your help desk. As an example, if a customer requests their password reset email address, an automated reply can automatically provide this information.
By automating certain tasks, you can save time, improve response speeds, and leave less room for human error.
The process will vary depending on the software you are using, but it is usually relatively easy to do. Check out tutorials on how to create rules and workflows for your help desk software if you’re not sure how to do it.
Automated rules are most commonly used in LiveAgent to transfer tickets to certain departments, add tags, mark tickets as spam, or resolve them.
As customers’ problems become more complex, it can be hard for agents to stay on top of all the information. A knowledge base allows your agents to resolve issues independently, often by finding the answer themselves, without having to contact another department, supervisor, etc.
An internal knowledge base helps teams maintain a unified view of customer support data and resolve issues faster as a result. It also makes it easier for new agents to get up to speed.
For specific solutions, you need insight into your own options. An internal or public knowledge base, which contains all product and process info is self-service for your customers and employees.
A good internal knowledge base has a few key features:
Typically training should be scheduled at least once per year, but those willing should have more options. However, if something changes in the company that would impact help desk agents’ work, such as a new software update or policy change, then you may want to consider training them sooner rather than later.
Training helps new agents get familiar with the company’s policies and procedures, as well as the customer service skills needed to provide a successful help desk experience. Also, it reduces employee turnover by creating an environment in which people feel valued because they know how to do their jobs well.
You can do this by having them shadow an experienced agent for a day or two. You may also want to include training as part of orientation when someone new joins the team.
If you have a large number of agents that all need training at once, consider hiring an outside consultant who specializes in customer service skills and procedures such as help desk management techniques or how to handle difficult customers.
Customer satisfaction ratings allow you to measure how satisfied or dissatisfied your customers are with their support experience.
It’s important for any service organization because these ratings can give you insights into help desk improvement ideas. Also, your team members can find out what their strengths and weaknesses are.
You should have a system in place that allows customers to leave feedback after every interaction with service desk employees, whether it’s on the phone or via email. You can also use periodical surveys (e.g. once per quarter) asking about general satisfaction levels over time, as well as specific questions related to recent interactions.
Once you’ve implemented these changes, it’s important to test whether or not everything is working properly.
It gives you perspective into how well everything works together and what can be improved or changed. As a result, the customer service experience will continue to run smoothly despite any adjustments that need to be made along the way.
One way to do this would be to launch a beta version that only certain people use. Then once everything has been tested and approved by those users, you can release it publicly. You can also test your help desk by using it yourself or asking someone who hasn’t been involved in its creation to do so.
A help desk is never really “done.” You need to constantly be on the lookout for ways to improve it and the customer service experience.
It ensures that your team is always working at their best and providing excellent experience for customers. It also allows you to measure how well changes are working so that you can continue making improvements.
Set goals and configure your help desk platform accordingly. Organize your support agents by department and determine the business hours during which they will be available. Create communication channels (such as a mailbox, community portal, knowledge base, social media accounts, and live chat) and a contact form. Integrate your help desk with other third-party apps and enable customer satisfaction ratings. Take a look at the checklist above to find out more.
The contact information of your customers, such as their names, email addresses, and phone numbers. Additionally, detailed information about the case (such as description and attachments), a list of tags associated with each ticket, its status, and priority level.
The ticket management system, communication channels, internal knowledge base, automation and integration. These five components work together to provide a smooth customer experience.
Provide them with detailed base documentation and video tutorials. You can conduct training sessions and offer additional training options for those who are interested.
There are many ways to implement a help desk system. You can use a software as a service (SaaS) model, which is the most popular option, or you can install the software on your own server. If you'd like to test a help desk software solution, check out LiveAgent. It's free to try and has the best customer support in the industry.
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