Helpdesk: Eliminate Issues with Speed and Improve CX

Rebekah Carter

Understanding the helpdesk

Strategy
Helpdesk: Eliminate Issues with Speed and Improve CX

Have you ever had a problem connecting to your company’s VPN when working from home or struggled to troubleshoot a bug in a tool you’ve purchased? When issues like these happen, we all want to get support and guidance as quickly as possible. A helpdesk is one of the tools that companies can use to eliminate issues quickly and improve customer experience.

Though frequently overlooked in a world of omni-channel contact centres and AI, the helpdesk is still one of the most valuable components of excellent service. Used to deal with both internal and external issues, helpdesks allow companies to pinpoint problems and rectify them quickly.

Here’s what you need to know about the modern helpdesk.

What is a Helpdesk?

A helpdesk is a tactical environment within a business, offering support for various troubleshooting and problem resolution strategies. Helpdesk environments can serve both employees and customers with access to software for troubleshooting, tracking incidents, and issuing service requests.

If an employee had an issue with a piece of business software, they’d use the helpdesk to try and rectify the problem immediately. The same technology could also allow that employee to issue a request for IT support if the issue can’t be rectified straight away. Helpdesks deliver a single point of contact for IT support, incident tracking, problem management and resolution.

Some helpdesks can also feature self-service options. For instance, a customer might be able to scan their software on a helpdesk platform and detect possible causes for problems.

How Does a Helpdesk Work?

Definitions of the helpdesk can differ depending on who you ask. Over the years, innovations in IT service management technology, and access to new software has caused some confusion in this area. Many businesses have even developed their own definition of what a helpdesk should be.

Usually, however, helpdesks are central environments for IT support. They serve both customers and employees in need of technical support. Some solutions can also integrate with additional software for customer support and service. Helpdesk components might include:

  • A reliable ticketing and ticket management system
  • Omni-channel integrations with various platforms
  • An effective issue tracking service
  • Self-service elements like knowledge bases and chatbots
  • Analytics and troubleshooting tools
  • Customer feedback options

Crucially, a helpdesk isn’t the same as a service desk. A service desk is a broader, all-encompassing solution for IT troubleshooting, ticketing, and service management. Usually, a helpdesk will be included as part of a service desk environment. While helpdesks focus on fixing and troubleshooting IT issues, service desks empower teams to build strategic approaches to problem management, SLA control, and service.

Why is the Helpdesk Important?

A helpdesk can be a valuable addition to any business, no matter the size or industry. If you need to answer customer or employee questions quickly, without hiring hundreds of support reps, helpdesks are often a must-have investment. They can:

  • Improve customer satisfaction: Helpdesks support happier customers by giving them a quick and simple way to resolve their problems. Clients can use self-service solutions to troubleshoot and resolve issues, without waiting for support from an agent. According to Zendesk, 60% of customers believe getting a quick solution to a problem is a crucial factor in deciding who they want to work with. If your helpdesk offers self-service solutions, this can further improve your customer’s perception of your brand, by allowing them to take a “DIY” approach whenever they choose
  • Improved employee satisfaction: Helpdesk environments can make life easier for employees too. Team members can use helpdesks to determine why something is going wrong with their software and track down potential resolutions to issues. When dealing with customer questions, agents can also plug problems into a helpdesk to get quick suggestions of how to fix the issue. Gartner says that two-thirds of employees believe that unnecessary complexity stops their customers from scaling. Helpdesks make finding the right solutions to issues quick and simple
  • Enhanced scalability: It’s hard for a company to grow and scale when it’s constantly investing all of the budget into IT support and guidance. With a helpdesk, problems can be solved faster, more efficiently, and cost-effectively. This paves the way for new growth opportunities. Additionally, the development of the business also benefits from access to happier customers and employees. Without satisfied clients and engaged staff, no company can thrive

 

 


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