Help Desks really are a growing feature and they are commonly found on websites which help users to make the most out of a platform or tool. It’s important to know that a Help Desk cannot be viewed as being just a functional platform of your tech support. Sure, it’s there to help, but at the end of the day, you need to make yourself aware of what it really does. If you want to do that, then this is the guide for you.
Define what “Help” actually means
There are so many Help Desks out there that think that they are offering a good level of customer support but, in reality, they just aren’t. The main reason for this is because they have completely disregarded the type of issues or even questions that their users have. You might think that you have all of the answers, or that you know what your customers want, but if you do not conduct any kind of user testing then you may never know for sure. For this reason, you need to make sure that you are starting with a list of issues or questions that revolve around your product, but also take the time to conduct user testing too. If you are able to do this then there is no reason at all why you shouldn’t be able to come out on top overall.
Create an organised structure
Part of helping your customers when they come to your Help Desk is making it easy for them to find what they need. This is where having an organised structure comes in handy. It’s critical to your Help Desk experience overall. If you aren’t sure how to go about offering a clear structure, then just make sure that you have a good format and that it is possible for your customers to find all of the information they need. Of course, an IT service desk can also come in handy as well, so if you want to get the best result then make sure that you invest in this. If you don’t then you may never go on to achieve your full potential.
Leverage Help Desk tools
Another way for you to try and facilitate this kind of infrastructure would be for you to use a Help Desk platform, rather than trying to create your own. There are so many platforms out there that can give you a collaborative, cloud-based workplace and this makes it easier than ever for your team to share responsibilities while also helping you to address the right support questions. Having a single dashboard which will address your tech support needs will ultimately speed up your response time and it will also let your team know which questions have been answered already. You will soon find platforms like this provide you with a knowledge base, and they will also walk you through the types of articles you need to create so that you have the right framework you need to get started.
Try different platforms
It’s vital that you look for a Help Desk that is able to provide you with some kind of trial period so that you can try it in your organisation to see if it is a good fit. Again, this is where you can have some audience members test out the Help Desk to see if it is going to give them the help they need. If you don’t want to do this, then it is more than possible for you to have your own team members try out the app as customers, as this will hopefully give you the insight you need.
You would always keep on adding new features to your product and this is great, but at the same time, you need to make sure that you carry on adding new features to your Help Desk as well. Make it a strong process so that things are always moving forward. If you don’t do this then you may end up falling behind. So many companies make the mistake of loading their Help Desk with useful information, but then they don’t touch it for months. The issue with this is that, when your customers go on to find the information they need, they then end up finding data that is out of date, and this causes them a great deal of frustration. They will think that you don’t care about their experience and this can really work against you.
Of course, there are so many things that you can do to try and rocket your success with your Help Desk, and if you follow this guide then you will soon find that you end up having a way better customer experience overall.
HR Future Staff Writer, United Kingdom.