Optimizing the Help Desk: An Opportunity to Differentiate

The Help Desk, also called The Service Desk, is essentially the first level of support services for users to provide valuable information and solve problems related to products or services provided by the company.

When faced with a problem, the customer can contact customer service to request support or clarification on a service or product. In a structured company, varied channels can be used, such as telephone, email, chat, or social media. Helpdesk software allows customer service staff to respond immediately to complaints and requests, regardless of the channel being used.

The Help Desk service is vital for both large and small companies. While in the past it was considered exclusively in the IT industry, today it is used by any type of company that wants to optimize the consumer experience: from e-commerce, and banks to telecommunication. 

How the Help Desk Works

The advantages of having a Help Desk service are varied; the main ones are:

-   Efficient call management

-   Optimization of staff use

-   Reduction of human error

-   Personalized customer support

-   Monitoring of performance and KPIs

The data that comes from the various customer contact channels is centralized so that the support team can view all updated information in real-time and in one place.

Are you wondering what the differences are from traditional Customer Care? 

Unlike Customer Care, the Help Desk allows you to advise and support the user on more complex issues for which specialized operators with specific skills are employed.

Here is how the process of a help desk ticket works:  

First level

The user's request is sent to first level assistance. At this point, the operator can solve the problem and close the ticket or send the task to a team of specialists.

 Second level

The specialized operator solves the problem or guides the user through the necessary procedure.

The Advantages of Outsourcing

A reliable help desk, capable of identifying the problem and solving it, is a fundamental tool to bring the brand closer to its customers and guarantee constant support before and after the sale.

Many companies are faced with difficulty when offering an internal Help Desk service, as it can lead to very high costs and the allocation of ad hoc resources. Thus, a growing number of companies are outsourcing certain services, with cost and service benefits.

The outsourcing of the Help Desk service allows you to lighten your staff’s workload and allocate your resources to activities closer to your core business. Another distinct advantage of outsourcing the Help Desk is increased customer loyalty by providing superior quality customer service, supported by specialized personnel, increasing the confidence and dependability of your customers. The higher the percentage of problems solved, the better the customer’s perception of the company becomes.

If you are looking for the ideal partner to provide a Help Desk service, the team at We Are Fiber offers excellent solutions, even if you are a  small company that wants to try the service for the first time.

Choose today to give your current and future customers the best possible service!

Request a consultation; our experts will analyze your business and offer you the most suitable solution.

Email: info@wearefiber.com

Telephone (It): +39 024 210 1122

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