Help Desk: a strategy for every channel

It is essential for IT and Telecommunications companies to be able to count on a fast, effective assistance service that knows how to find prompt, functional solutions: a fast, effective Help Desk contributes considerably to a brand’s reputation and to keeping users loyal. Multichannel solutions enable users to contact the company in various ways and using different media and devices; guaranteeing a fast, careful, scalable service on the Customer and user needs.

Phone communication: tradition and evolution

The choice of which channels should be used for the assistance service must always be assessed carefully.

If, for example, the decision is to implement a phone service to manage and solve problems, that channel must be kept as free and available as possible, reducing waiting times.

It is also just as important to check that the operator assigned can collect and analyse all the information needed to process strategies and solutions that are as fast and effective as possible.

Widget: E-Mail and Chatbot as first contact

Well-designed information planning also depends on details.

For example, as a first contact it is possible to implement form or widget in the Homepage of the company website, through which the user can report a problem entering just a few data.

This facilitates routing the requests to the right department, speeding up the solution.

Instant chat services can also help improve the company’s Customer Service. However, as with the other solutions, you need to ensure suitable coverage with trained operators who can respond fast and functionally to user requests.

Ticketing Services: The Customer

Opening a ticket using specific software can be a delicate process if managed without the right care taken over each step of the request, from making the operation easy and intuitive to excellent management of the solutions to be offered.

Making this process fast and efficient is essential if Help Desks are to operate in the best way possible: manage requests anticipating user needs and requirements, simplify practices and direct them immediately to the correct department, helps customer satisfaction and the company reputation

To achieve all this a company needs to know its customer and user needs and how to anticipate them, creating a “decision tree” that includes all controllable cases.

This kind of architecture makes it possible to use a trained, intuitive software that can guide the user during the entire help request procedure until the problem is solved.

Ticketing Services: The Company

Another possible solution for managing user demands is to implement a company software that receives the incoming e-mail requests at a specific address assigned to Help Desk services.

With a simple message summing up the problem type, the person receives an immediate answer that the report has been received; it is then entered in the system and managed by the department in question optimising solution times.

Customer Area: a private space for the Company

To respond to the need to collect all requests, tickets and sheets of each single user in a single place, preparing a reserved area in the website could prove to be a useful tool.

Each customer can register with Username and Password and access a personal area where it can consult all the documents needed; thus monitor the problem, from when it is received to when it is resolved.