The majority of companies in the computer field have found that it is necessary to provide a help desk to support their customers. However, it can be a challenge figuring out exactly how to provide an efficient and cost effective service. There are several key factors in help desk success that you should be aware of before attempting to implement your own support system.
Employee Quality and Quantity
The key factor in help desk success, most often, comes down to the quality of the employees you hire and the number of people your business decides to invite to join the company. You should be aware of the scale of your operations to have a base idea of how many people to hire. Too many employees cost you money, leading to more downtime and lower productivity. On the flipside, too few can put additional strain on the employees you do have and create long wait times for customers. Additionally, while it may be more expensive, consider hiring employees who are skilled in the field. They will likely be able to assist customers better and be more knowledgeable overall with the variety of programs they experience. Also, remember to set up incentives for your help desk staff to ensure that they continue to provide those quality answers.
Yet another key factor in help desk success is the training that you provide your employees. Often, customers tend to have similar problems with certain aspects of products. By identifying these issues and training your staff in the proper resolution to the problem, you can cut down on the guesswork involved and increase your team’s productivity. It is important that you constantly review issues that arise and continually train your employees to fix the problem in the least amount of time possible.
If you run a smaller business, communication issues may not be a key factor in your help desk’s success. Likely, your employees will be in close proximity to one another and will be able to assist one another when the need arises. However, in larger companies it is essential that you provide your help desk workers a means to communicate with one another effectively. For example, the ability to leave notes about particular clients, their issues, and the attempts already taken to fix the problem can cut down on repeating the process over again if another representative needs to address the problem. Not only will this make your help desk more productive, but it will also cause less frustration for the customer.
The final key factor in help desk success is providing your staff with the proper equipment necessary to take care of any issues that arise. Your employees need to have extensive knowledge about your product, so consider having a few demo units they can borrow so they can examine all of the features and potential problems. Additionally, proper backend technology, such as a computer network with record keeping capabilities, will help your employees keep track of past issues that they have dealt with, so they can review solutions that previously worked if warranted.