Ensure quality customer support with this comprehensive help desk quality assurance checklist. Learn how to greet customers, provide clear explanations, listen actively, suggest solutions, maintain a positive tone, and more. Use metrics to measure your help desk's performance and improve customer satisfaction.
Make sure your helpdesk services are high quality. Easily said, but how do you verify that all tickets are being handled properly. How do you ensure that customer satisfaction is always a top priority? Follow these simple steps to keep your help desk running smoothly and provide excellent customer service.
By checking off all items on this list, you can verify whether or not your help desk is functioning properly and that your business is providing a consistent level of service.
Going through the checklist will help you avoid common mistakes such as:
Anyone who wants to provide great customer service and continually improve contact center performance.
The first thing that people want to hear when they call a help desk is a real person’s voice. Live human voice always suprasses an automated machine. Greet the caller according to the time of the day (when you are certain which time zone they are calling from) or a neutral greeting, for example ‘Hello’.
First impressions are always the most important, and greeting your users in a friendly manner will make them feel welcome. Saying “Good morning” or “Hello there” can go a long way towards building rapport.
Listen carefully and make sure that the customer feels comfortable. If you’re able to catch their name, great. If not, ask them for it before continuing with any other questions or comments.
Tip: be careful not to sound too robotic when using phrases like “How can I help you today?”. A simple change in tone and inflection can make all the difference.
Most customers will be calling your help desk because something went wrong. Therefore, it’s important to show empathy and apologize for the problem that they are experiencing.
You can build strong customer relationships with your customers by simply saying “I’m sorry that happened to you”. If a customer feels that you understand their issue and care about them as an individual, they are more likely to be satisfied with your service overall.
Always address the customer by their name, unless you’ve been asked not to do so. This is a good practice for all customer service interactions because it helps build trust between your business and its customers.
Customers want to know that they are being heard, especially if they’re expressing their dissatisfaction. Addressing them by name lets them know that you are paying attention.
When you first greet the customer, ask for their name and use it throughout the conversation. If they tell you their email address or social media handle, make sure to use that as well (if appropriate).
Customers need a clear explanation of what is happening and how it can be fixed. Describe the issue in detail, outline possible solutions, and provide an estimate for when it will be resolved.
The more information you give your clients about what is happening, the more likely they are to trust your company.
When you’re talking to a customer about their problem, you might need to use technical terms. Even though you might be used to your help ticket system agents preferring to use jargon, customers usually end up confused by what you are saying.
Customers generally don’t want a lecture on how the product works, but rather help in fixing the issue as quickly as possible. Using technical terms only when necessary helps them focus on the issue at hand.
Only use technical terms if they are absolutely necessary to explain the problem. Attempt to speak in a way that everyone understands so that the process is transparent for the caller.
When it comes to helping customers, active listening is a key skill. It not only lets you hear what the customer has to say, but also shows them that you are paying attention and taking their concerns seriously.
There is an obligation for service people to listen carefully so that customers feel heard and understood. In addition, active listening can help agents resolve problems faster because they are able to gain a clear understanding of what is happening.
Active listening involves three A’s: Attitude, Adjustment, and Attention:
When you have a complete understanding of a problem, you can explain the possible solutions to the customer. It’s important that you always suggest more than one solution and let the customer choose the one best for them.
Doing so will show the customer that you are willing to find a compromise, which will be a win-win situation for both sides.
Outline possible solutions including their pros and cons to help customers make informed decisions about which one works best for them in terms of cost and time frame, etc. Each solution should address a specific need so that customers are able to select the most suitable.
This is a very important step. Sometimes the customer might not be satisfied with any of the suggested solutions for their problem, so it’s up to you as help desk agents to offer them an alternative option if possible.
It will demonstrate to the customer that you are attentive to their needs and want to provide them with the best experience possible.
Always ask a supervisor’s permission before offering an alternative solution, even if it means taking longer than usual to get the job done.
Once you’ve suggested a solution, it’s important to answer any questions the customer may have about it. They will then understand what’s happening and feel confident in your ability to find a resolution.
It helps build trust and reassures customers that you are there to help. In addition, it allows you to resolve any potential misunderstandings before they have a chance to become bigger problems.
The best way to answer customer questions varies depending on the situation, so there is no single right answer for that. However, some tips to help you answer customer questions effectively include:
Answering all questions effectively is an important part of providing quality support.
If you want to suggest solutions that are right for your customers, you need a good understanding of the products and services you offer. You have to be familiar with both the features and the functionality of each product, as well as the policies and procedures of the company.
It allows you to provide accurate and timely solutions to customers’ problems. It also helps you build a professional image and provide the highest possible level of customer service.
As soon as you understand a client’s issue, it’s important to estimate how long it will take to resolve. This can be done by providing them with a specific date or time frame in which they should expect a response.
It makes customers feel confident that their problem is being taken seriously and you are doing everything possible to provide the help they need. It also allows you to manage customer expectations on time.
Clearly define what needs to be done in order for customers to receive assistance. This could include providing additional information or requesting more details before proceeding to solve their issues.
It helps you move closer towards a final solution for the customer’s problem and allows you to keep them updated on the progress.
Having a comprehensive guide to the process will make it clear for all stakeholders what each step of the process entails, from start to finish. This should include an outline of what happens after each step and how long it typically takes to start the next one.
A ticket management software is handy here. It can help you keep track of all open tickets and their next steps to streamline the workflow, increase productivity, plus make the process clear and understandable.
You should educate your users about what they can expect from your products or services. Show them how to empower themselves.
It helps them be more self-sufficient and allows you to focus on other areas of customer support. It also gives them a better understanding of your products or services and how to get the most out of them.
Supply them with relevant articles and videos about the topic at hand or even show them how they can use certain features of your website to get help faster. Build customized educational materials that help your customers fully understand your products.
Tone of voice is extremely important when it comes to customer support, as it can make or break the customer experience. You should always use a positive tone of voice during interactions with customers, regardless of how frustrating their problems may be.
It will help you stay calm and in the long run maintain a good relationship with your customers, encouraging them to keep recommending your services to others.
At the end of every interaction, you should always ask if your customers have any more questions or concerns. By closing any communication gaps between the agent and the customer, you can ensure their issue has been satisfactorily resolved and prevent it from recurring.
Because they need a chance to rethink what they have heard so far. They could be overwhelmed by the information or out of focus so they may need a few seconds to make sure they have asked everything.
Some good things to ask are if they understand how to resolve their issue on their own, what could happen if the problem reoccurs, and whether or not they need any further assistance.
You should always thank the customer for their time and patience during each support interaction.
It is a great way to show that you appreciate their business and support. This small gesture can go a long way to making sure that they have a positive experience with your help desk and are more likely to come back for assistance in future if they require it.
Thank the recipient and clearly state the next part of the process. Send them a thank you.
Whenever an issue is reported to your help desk, it’s important to resolve it as soon as possible. This can be done by using the right tools and following the best practices for customer support.
Resolving an issue in a particular time frame can help ensure that the customer is satisfied with the support they receive.
LiveAgent’s omnichannel inbox allows a customer support representative to resolve customer issues quickly and easily, decreasing the average resolution time. What’s more, this tool offers such advanced features as canned messages to provide faster responses with short answers to common questions.
Tip: by using its free trial, you can see what LiveAgent has to offer in practice.
To increase your productivity, don’t forget to determine labels and tags for each ticket to streamline the workflow.
Tags and labels allow you to keep track of ticket status, priority, and service type, etc. They are an important part of the categorization process, simplifying the overall workflow.
Determine labels for each ticket. Ask yourself questions such as:
Examples of labels to use:
Always try to resolve the customer’s problem during the first response.
It builds customer satisfaction and trust, as well as reduces the number of tickets escalated to an agent supervisor or engineer.
Research the issue, find a solution, and keep the customer updated. If a problem is more complicated or requires some research on your part, keep the customer informed by following up with them at least once every 24 hours. After resolving the issue, confirm that you have taken all steps to meet the customer’s expectations.
If something goes wrong and the customer is to blame, it’s easy to react defensively and start blaming them for the mistake. However, this will only aggravate the situation and make it harder to resolve the problem.
“The customer should always be right in their own mind.” They come first and even if you don’t agree with them, you have to pretend you do.
Watch for signs if your organization is blaming customers for their problems. Make customers happy by finding ways to benefit from them rather than complaining about them. If you have difficult customers, remember that the only real antidote is to not have any at all.
Sometimes a customer may need extra assistance to resolve their problem. If this is the case, offer them additional resources to find it.
Only if you go the extra mile will the customers see your dedication, that you are doing everything to meet the customer’s expectations.
Walk your customer through the solution or escalate the ticket to a supervisor. Thanks to that, none of their questions will go unanswered.
Productivity reports will help you track performance, see how much time your customer support team is spending on each type of ticket and identify which services are taking up more time than others. This information can be used to adjust the priorities and resources allocated to different services.
It is a metric that measures how often you are able to solve customers’ problems at the first attempt. It’s important to keep this number as high as possible because it reduces the workload for your team, as well as building customer satisfaction and trust.
The amount of time it takes for you to reply to a customer’s ticket. Keeping this number low is critical since long response times can lead to clients becoming frustrated, contributing to higher ticket volumes.
A metric that measures how satisfied your clients are with the help they receive from your team. Customer loyalty is built up when agent rating remains high, as well as the amount of referrals they will make.
This is a good indicator of the quality of service. You can use survey software to ask clients how satisfied they are with your response time, knowledge, and overall service. If the satisfaction score is low, you’ll need to investigate what’s causing the problem, predict development and make changes.
NPS is a metric that measures client loyalty, based on the question “how likely are you to recommend our company to a friend or colleague?” You can use the NPS to track the progress of your help desk’s quality improvement efforts.
The percentage of clients who respond to your survey with a rating of 1 or 2 (out of 10). A high negative response rate usually indicates that there are areas where your help desk needs improvement. Investigating and addressing these problems will improve customer satisfaction and reduce the number of tickets you receive.
This is the percentage of tickets that are resolved. You can use this metric to track your team’s progress and identify areas where motivating agents, more training or resources are needed.
The percentage of customers who have contacted you more than once. You can look at this metric to identify clients who are having problems that haven’t been resolved and need additional assistance.
A metric that measures how many replies it takes to resolve a ticket. This number is important because it helps you identify tickets that are taking more time than they should. Investigating and addressing these problems will improve your team’s productivity.
The solved issues metric is a count of the number of tickets that have been resolved. You can also track your team’s progress and identify the level of service.
The total number of chats or calls that are forwarded to another team. Knowing this number will allow you to identify where your call distribution methods need to be improved. You can also have chat distribution done automatically.
To check your help desk quality performance, you should also check reviews out. React to all opinions and answer all questions you find. Make sure you always keep checking, reacting, answering, and resolving.
An invaluable tool for evaluating your customer experience. Mystery calls allow companies to precisely analyze how they greet and assist clients when they call the business. This data can then be used to improve the frontline service, train inexperienced agents, and follow up on further improvements.
Start by checking for proper ticket documentation and resolving tickets in a timely manner. Train your staff to provide the best solution for customers’ issues while complying with company procedures and policies. Don’t forget to monitor your agents’ performance and review help desk tickets.
To measure the impact of help desk quality assurance, you can use metrics such as productivity, first call resolution, average response time and customer satisfaction. For more, check out the second part of the checklist: ‘How to manage the performance of your help desk’.
We recommend using the help desk quality assurance checklist at least monthly. However, you may find that certain items on the list need to be checked more or less often depending on your business needs.
When utilizing remote help desk software, a help desk quality assurance agent can efficiently evaluate the performance of remote support agents, conduct training sessions for new employees, perform audits, and provide valuable feedback to enhance their overall performance.
The most essential are communication and conversational skills to get your point across effectively. Other than those, knowledgeable about a products and services offered by the company analytical skills, and soft skills are among the most important ones to have.
A help desk quality assurance agent assists with evaluating the performance of others. They may also perform tasks such as training new employees, performing audits as well as providing feedback to employees about their performance.
Yes, you can download our help desk quality assurance checklist PDF.
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