Users expect their problems to be solved faster and more effectively. Technologies have accustomed us to immediacy without sacrificing quality. The need to solve different types of incidents for the same product and to attend to a large number of users in a personalized way is becoming more and more common. It is because of all these needs that the Help Desk have become a must for any company that offers technology products or wants to start a new business. digital transformation process.
You are at help desks, as they are also called, help us coordinate service teams, store data on incidents that occur, and automate processes where possible. The result is faster and more efficient service for both the user and the organization.
Help Desk: higher productivity and better communication
The function of any Help Desk starts when the user asks for help through a system of tickets. Data such as the date and time of the opening of the incident or other information provided by the user is stored in this file. All this allows us to:
- Reduce the time of dedication: Stored data from incidents that have already been solved allow you to solve future problems quickly by being able to retrieve a solution that has already been tried and tested.
- Improve communication between user and technician: The opening of the Ticket creates a space online where the user can describe the problem and provide additional information such as photographs, invoices, etc. The technician updates the ticket with the incident status and closes it when it has been solved, so both can use the ticket to consult relevant information.
- Results monitoring: Statistical data can be obtained for each of the actions that are generated, both in terms of communication with the user and the actions carried out and the time spent, in order to generate future improvement actions.
- Increase the efficiency of the technical service: Controlling electricity and water consumption Help Desk organizes incidents and redirects them to the team member most capable of resolving them, which directly influences the time spent and the quality of incident resolution.
- Establish service levels: Service levels can be created to deal with incidents of different complexities, automating the process for minor incidents.
- Identify work peaks: The tool extracts data related to the volume of incidents to forecast the need for equipment expansion.
- Improve user satisfaction: As processes are streamlined, the user has a good perception of the service provided. This is reflected in satisfaction surveys.
The storage of the data on the tickets and the incidents that have occurred allow us to to develop improvement plans to avoid or reduce future incidents. In addition, the Help Desk collects detailed information that allows the creation of a knowledge base on the product and act accordingly.
Users will be increasingly demanding in terms of customer service, Therefore, having a Help Desk will be necessary to generate consumer confidence, optimize the time, processes and human resources allocated to technical service, and, ultimately, to become a digital company and competitive.