Help Desk: The Company’s visiting card

Help Desk services play a fundamental role in assessing how the company is appreciated: a fast, efficient assistance service is essential if a Customer is to remain loyal to a brand.

How can you improve your Help Desk service?

A well-structured company IT permits fast management of huge amounts of requests and interactions, optimising technical resources, maintenance actions and bureaucratic organisation.

A functional Help Desk must:

• Provide services continually, with no waiting

• Respond fast and competently

• Resolve problems in a single solution

• Provide quality services

• Keep the User Experience level high

When the decision is to outsource management of Customer Services, the company must always make sure it is kept informed of the quality of the Help Desk services supplied; making sure that those data are transparent and always accessible to Customers.

Besides the ongoing communication between customer, operator and supplier, there are other factors to be considered to improve services and always be aligned on activities performed.

Customer Journey: anticipate needs

Company strategies are centered round the Customer. Knowing the market and your customer enables you to foresee needs and anticipate requests; to provide a qualitatively satisfactory, highly competitive experience.

Self Service Portal: intuitive, fast and user-centered

Knowing how to anticipate users' questions and needs also enables the development of functional systems dedicated to solving problems autonomously.

When you can count on a fast, intuitive, easy-to-use portal, some tasks that are usually managed by the Service Desk can be handled directly by the Customer, providing information and problem- solving procedures in order to manage any problems immediately.

A top performing Help Desk must also be equipped with fast, integrated communication technologies, implementing interconnected, Omnichannel services that offer users and Customer the best performance in speed, stability and effectiveness terms.

KPIs: more attention for users

Careful supervision and continual monitoring of actions, interaction and searches performed by users enables the Help Desk service to be improved continually.

By monitoring the KPIs of interest to Customers, clear, functional, periodical reports can be provided on user activities and requests; to develop aware, informed answers and reaction strategies.