Help desk professionals manage customer service requests and address support tickets. Often, they also use specific software which, when used properly, can save time, effort, and money. Creating a help desk service consists of assessing your needs, training staff, and giving them tools to help them respond to customer concerns before the competition does.
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What Is a Help Desk?
In basic terms, a help desk is a central online hub where your customers can talk to customer support staff. It can be a physical desk but is more commonly a virtual space where your customers can reach out to you when they need help. Depending on the size of your company, a help desk can be staffed either by one individual employee or a specialized team dedicated specifically to support.
In some way, all companies have a help desk of sorts as part of their customer or account management system. If a customer has a problem with your product or service, they will probably call your organization to get the issue sorted out. A help desk management software solution is designed to make customer support easier thanks to ticket management, communications, automation, and other features.
How to Set Up Your Help Desk in 5 Steps
When setting up your own help desk operations, it is important to decide how you want to use your help desk. From there, you should identify any gaps between your goals and your current support operations. These five steps will give you the knowledge to map out a process that can adhere to at any level within your management structure so that your help desk can easily scale with your company’s growth.
Here are the five steps to take when setting up your help desk.
1. Decide What Support Your Desk will Deliver
Traditionally help or support desks are a place for receiving basic customer tickets and fixing customer issues as they’re reported. However, they can also serve a more strategic function by acting as a centralized location for managing customer service workflows, centralizing customer data, and building a self-service knowledge base.
Help desks can also be expanded to include company-wide service requests. This means the help desk assists both internal and external customers and can act as a central hub for a customer relationship management (CRM) process.
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