An online help desk can make dealing with customers' problems much easier. By facilitating communication between customers and support staff, an online help desk allows customers to get attention quickly. The staff who are manning the help desk can easily work with the customer to troubleshoot the problem and find a solution.
Many companies are implementing online help desks to deal with customer queries and technical issues. There are many benefits to using an online help desk in addition to offering help via phone or email. One of the most important advantages is that many customers prefer to chat with an online help desk employee for free rather than paying to call the company helpline.
Online help desks also have the advantage of allowing customers to connect quickly to an employee, who can lead them through some basic troubleshooting steps in real time via an instant message conversation. This results in a faster resolution of the customer's issue, compared to waiting for a response to an email or phone message.
If the customer's problem cannot be solved immediately, then the software solution that is used for the help desk can track the conversation that has occurred online and prompt an employee to follow up with an email or phone call. There are many different providers of help desk software, with the most popular being Zendesk, Freshdesk and Desk.com.
By tracking all interactions between customers and online help desk employees, the software can help to identify trends. For example, a customer who keeps coming back to the help desk with the same problem might need more attention to resolve their issue on a deeper level. Alternatively, a slew of customers reporting the same issue could mean that the company needs to review one of the products or services that it offers.
Customers like to have plenty of options for how they contact a company to report a problem or ask a question. For this reason, it is a good idea to run an online help desk alongside a traditional telephone helpline and a support email address. Help desk software can be used to tie together the two systems by creating a support ticket for every phone call or email, as well as for every chat that takes place online. Help desk employees can add in details about the problem that was reported during the call, along with information about the troubleshooting steps that have been tried.
An online help desk can run efficiently alongside phone and email support systems. Help desks are a good way to keep details of customers' issues organized. By tracking interactions between customers and a company's support services, an online help desk can provide a clear picture of the most common problems that customers are experiencing.
Photo courtesy of 2nix at FreeDigitalPhotos.net