When Help Desk capabilities are firing on all eight cylinders, there is a crucial level of information being passed along not only to the customer, but also back to the company being represented.
“Help desk experts sit in a unique position to not only dispense information, but gather – and even analyze trends,” said Patrick George, CMO of iSource Worldwide. “ Businesses that understand this concept are often run by high level thinkers, who don’t want to waste a drop of the resources available to them.”
Indeed, monitoring the user landscape through help desk FAQs is one way a company can mine for data, as well as scan for prevalent technical problems and customer preferences. This data mining can be invisible to the client if preferred, or officially gathered through an opt-in customer survey. From a user’s perspective, a call to a help desk is the trigger of a multi-tiered support system – and the future loyalty of the client is often determined during this phase. From a business perspective, a help desk trigger is sometimes perceived as a bruise to profitability.
“Help Desk is always an opportunity for relationship building,” reminds Patrick George. “Both the customer and the company are on the same page when it comes to quick solutions.”
Any business would prefer (a) to not have any problems in need of time and resource intensive resolutions, but will accept (b) tier one help desk to provide fast, and the most affordable solutions. The customer is also hoping for quick resolution.
Help desk levels depend upon the product or service that requires support. First-level help desk support is a team prepared to answer commonly asked questions – and provide answers that are FAQ based, sometimes pointing the customer back to basic information they’ve overlooked. If the issue is escalated to a higher level, help desk then handles complex issues requiring a wider range of problem solving skills, and management assistance in some cases. The third, higher level of support is often reserved for software specific problems – requiring broad product knowledge. Dispatch responsibilities are also functions of tier three help desk.
The strength of help desk outsourcing is that as corporations and IT becomes more saturated with high tech, the greater the importance of remaining connected and accessible to a customer base. High technology should benefit and grow your customer network. If the products you’re developing have a negative impact on your CRM, it’s a good time to circle back to tier one.
For more information on cost-reachable help desk functions, call iSource Worldwide today at 888-947-6872.
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