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IT Help Desk Advice: Do Not Let The Holidays Bring You Frustrations and Headaches

smiling woman help desk during the holiday season

Holiday Help Desk

Today, customers have expectations that many businesses may see as unreasonable. These expectations are seen as even more unreasonable during a holiday break. One of the things you want to avoid doing as a business is letting your customer service fall by the wayside.

The holidays are one of the most important times of the year for any business, and this means your customer service should be at the highest level. If you want to be a bright star in the middle of frustration, confusion, and headaches, you need to have the right support team in order to provide outstanding customer experiences.

Make Plans Early

We recommend that you make plans for the holidays months ahead, preferably two or three months ahead. When you make plans ahead of time, you will be able to set goals that you should be able to obtain. If your business has seen an incredible amount of growth this year, you should certainly plan ahead of time. You can review customer feedback and surveys from previous years in order to get a better idea of what needs to be improved and what can remain the same.

Instill Confidence In Your Customer Service Agents

If you want your customer service agents to deliver outstanding customer service to your customers, you should do your best to instill confidence in all your agents. Remind your agents that you trust them and believe in them. When you have an entire team of customer service agents that can deliver outstanding customer service, you will give your business a competitive advantage over the other businesses in your industry.

Make Sure Customers Are Being Heard

You will receive a variety of messages in your email inbox and social media inboxes. When you receive so many messages at once, your customer service agents may be slowed down. One of the best things you can do is to make sure the customer messages are being assigned to the right it customer service agent. You want the right customer service agent to be assigned to address a particular problem the customer may have.

Allow Customers To Find Answers

Many customers do not always want to call or email a company in order to get an answer. Sometimes customers ask the same questions, and one of the best ways to resolve this issue is to provide an area where the frequently asked questions will be answered. If you provide an area on your social media page or your website that answers the common questions, many of your customers will be able to resolve their own issues with the support page you are providing.

Resolve The Issues In A Reasonable Amount Of Time

When customers have an issue that needs to be resolved, you will want your customer service agents to resolve those issues as soon as possible. You should set goals to deliver quick response times. When you can resolve issues in a quick timeframe, your customers will appreciate the efforts your customer service agents are taking. Your customers will also be assured that you will always deliver support when it is needed.

The holidays will always feel stressful, regardless if you are at home or at work. Thankfully, there are outlets for you to use. When you outsource help desk support, you will not have to worry about any issues regarding the internet, routers, etc. You do not want to be caught off guard with an IT crisis in the middle of the holiday season.

Are you worried about your help desk during the holidays? Please do not hesitate to contact us today for more information on what you can do to avoid a frustrating holiday season.

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Four Ways to Improve Your IT Help Desk Service through Empathy

IT help desk professional using empathy to connect with customers providing superb customer service

Customer Service is the key to improving your relationship with your customers.

Among modern businesses, customer service has become a non-optional feature. From call centers to chat support, a strong help desk gives your customers a way to report problems with your product or service and ask for help. While it would be great if they only called in to congratulate you on doing a great job, most of the time your help desk handles unhappy and frustrated clients who just want your product to work for them the way they’d hoped.  In order to understand where they’re coming from, not take their negative emotions personally, and leave them hanging up with a smile, your support team needs more than just technical know-how to solve the problems. They need empathy. This singular ability will allow your help desk to relate to clients and assist them through the emotional hurdles of technical troubles. Here are four ways training your help desk techs can drastically improve your IT help desk’s customer service ratings:

1 Patience with Frustrate Customers

People rely on technology to make their lives easier, and the sudden interruption of that ease is upsetting. most people try to fix the problem for themselves before calling your help desk, meaning that they have already faced the frustration of being incapable of finding their own solution. All too often, this negativity can create an unpleasant loop between a support tech and customer, leaving everyone grumpy even if the technical problem is solved quickly. When your technicians are leveraging their empathy, they will remember to relate to the customer, understand where their frustration is coming from, and help to ease it with stories and jokes while they find the technical solution.

2 Intuitive Troubleshooting

Quite often, technical issues are caused by a local problem with a computer configuration or patterns of use. By listening empathically to how the customer describes their experience of the technical trouble, your help desk team will be able to see the problem from the customer’s point of view. This can give them a unique and unusually in-depth insight into the troubleshooting process, allowing them to work more cooperatively with the client to find solutions because they understand where the client is coming from. Often, problems are caused by customer misunderstanding or environmental factors like unreliable internet connections, and these situations can be gently explained and solved.

3 Predictive Prevention

One way a help desk can go above and beyond the call to fix customer problems is to help customers prevent problems in the future. Some clients end up calling for support over and over with the same or similar issues, often getting increasingly upset in the process. When this happens, more often than not the trouble is either on the customer end or somehow involved in their connection to the product. Leveraging empathy can help your technicians connect to clients and hunt down the true cause of their repeated problems. Whether it’s a faulty cable or a client behavior, systematic empathy enables your technicians to solve these technical issues once and for all, creating grateful clients who see an end to their continuous struggles.

4 Conversion Opportunities

In most situations, it’s not a great idea to sell during customer support calls, but sometimes a call for assistance comes from a customer that is clearly ready to upgrade their services or try something new. With empathy, your technicians will be able to detect these subtle emotional clues and offer the customer what they really want. When customers express frustration at the limitations of their first-tier service or current products, what they need isn’t a standard technical solution, it’s a gentle up-sell. Used in exactly the right moments, customers will be relieved and delighted to find that your product or services can still suit their needs, accepting that what they want goes beyond the basic package.

In any circumstance between two humans, even in the no-nonsense business world, empathy is a powerful tool. It helps you to connect with your customers, understand what they want, and provide concierge just-in-time services that permanently raise your reputation for superb customer service. For more helpful tips on improving your help desk customer service, contact us today!