The Best Help Desk Software and Personnel Practices
Even if you have the absolute best help desk software you still need to ensure that your personnel implements tactics and practices that are aimed at reducing your ticket submissions and saving time. Software can’t be completely responsible for the outcome of each trouble ticket. With proper management and good practices your ticketing software will give you so much more than you ever put into it.
Is doesn’t matter if you have the best help desk software that supports phone or email submissions or both. Your personnel has to ensure that with every contact they have with each individual customer they are all following the same basic protocol. You don’t need a rogue agent trying to reinvent a system that has already been proven to work.
Simple tickets are relatively easy to place in the hands of an experienced help desk support person. The problem is addressed by the customer and the agent responds accordingly. The problem is resolved quickly and politely and the customer is satisfied with the outcome. But what happens when complex problems are submitted that require more than a few minutes on a knowledge base? The answer can’t be looked up, copied, or figured out. This is where the support team often stumbles the most.
A complex problem may take more than a shift to work through. You may have three shifts working around the clock. Do you have other agents take over the open ticket or do you wait until the original support team member returns? There are different answers to this question. A lot of the software comes with notation areas for the support team to leave hidden notes so that the next person can pick up where the last one left off. This does work for some companies but not for most. Most companies work better when one single support team member is in charge of handling the complex ticket.
Regardless of which protocol you put into action, it’s important that there is cohesiveness and excellent communication with the customer. If the problem continues to drag on the customer needs to hear from your team on a regular, often daily, basis so that they understand they haven’t been forgotten about. You want the issue to be resolved as quickly as possible but when that can’t be done you need to have the right protocol in place so that the personnel you are working with understands exactly what they are supposed to do to keep the customer as happy as possible.
There is no reason not to maintain positive communication. Without positive communication the customer has every right to demand money be returned, which is the last thing you really want to do. If your team is able to keep the customer happy until a final resolution they save you money. Positive communication on a regular basis is the key to maintaining happy customers when they have to wait for a resolution.
All of the personnel should be taught the same practices to ensure that there is no miscommunication. The best help desk software is able to shorten the length of time the support team must work on the issue, but without a single consistent method of dealing with complex issues the customer service you’re providing will not be the top quality you need to maintain a high percentage of customers.