Help desk is a main part of customers support. It’s step one for customers looking for answer to their immediate questions. Desk Management can become a major issue if you don’t handle your client’s interactions properly. One of the benefits of a good help desk management is that it helps you to solidify your role as their trusted business advisor. You have to make sure you have a plan in place to address all the incoming tickets without delay and provide a well-suited answer.
Everything is a ticket
Everything should be a ticket. Every single phone call or email about an incident or request must be logged as a ticket in order to kep all work performed, no matter if the issue is big, routine or urgent, there is no way around it.
You need to get used to file a formal ticket. Once this becomes a habit, all of your client records will be up-to-date and accurate, meaning you can better serve all of your customers.
Keep customers in the Loop
No one likes being kept in the dark. Closed loop should be one of your closest friends to make sure you maintain open communication with clients at all times.Utilizing things such as auto-response emails and automatic ticket escalation within your help desk can go a long way. Placing a huge emphasis on transparency with your clients through progress and status updates keeps them invested in the work you’re doing on their behalf.
Say yes to process
Remember all of those service tickets we talked about in the beginning? Here’s where they pay off. When your help desk is set up for efficiency, everything ends up as a service ticket on your service boards, which triggers the workflows that ensure the right next steps happen quickly. The key takeaway here is this: make sure all of your tickets are routed to the correct service boards. These serve as the center of your organization. Properly managed service boards, with detailed processes and workflows, ensure client satisfaction.
Booked up, busy and billable
You may think one of your techs with spare time can take a few minutes to answer those new tickets on the board. Well, I’m here to tell you that dispatching can do wonders for your organization. Relying on a dispatcher to fill your engineers’ calendars means they will be booked up, busy and billable.
They’ll help you plan ahead, manage your time more efficiently, and enforce all of these efficient processes that you’ve just set up. This means a better ROI from your help desk overall by producing more results in less time.
Time
Every time a tech works on a ticket, their time should be entered right away. This habit ensures more accurate time tracking, more billable hours and a better sense of how everyone’s time is spent. Time tracking is your key to spotting inefficiencies, and ultimately increasing profit.
