Improving Your Live Answer Help Desk

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There is always room for improvement when it comes to customer interaction and support

In the industry, businesses are always looking for new ways to reach out to their customers. With the advancements in technology, for example, more businesses are becoming virtual, and have even resorted to using social media as an outlet. Websites like Facebook, have become a great business tool for many companies. Aside from being able to share unique video content, it’s also a place where you can build a large audience. Through the use of feedback and online surveys, you get to know everyone’s likes and dislikes, among other things.

With that said, what are some other ways businesses are reaching out to their customers? In today’s age of fast paced tech, many companies now use a live answer help desk. A great way to interact with your customers, one of its greatest benefits, is how instantaneous it is. Many of us want the answers to our questions now, and a help desk gets you in touch with someone right off the bat. No longer do you have to call a business and wait twenty minutes for a representative.

However, as useful as help desks have been in the workplace, are businesses really using them to their fullest potential? Perhaps some companies only know the basics of it. After all, there’s always room for improvement, no matter how skilled you think you are. What are some ways you can make better use of your help desk, especially when interacting with customers? Overall, here are some things to consider.

#1. Show Personality When Chatting

When you’re chatting with a customer via the help desk, he/she can’t see your face. With that said, use it as an opportunity to show some personality. Also, avoid saying anything which might come off as unintentionally rude or off-putting. When it comes to online communication, a major deciding factor has always been whether we see the other person’s face. Take social media, for example. Many conversations are taken out of content because the dialogue or humor doesn’t translate well through text. Going back to the personality aspect, be sure you’re not responding to the customer in a robotic way. Many questions are certainly scripted in nature, but remember that as humans beings, we’re social creatures. Your customer will appreciate it when they feel like they’re talking to a human being.

#2. Determine The Best Hours

Another way to improve your live answer help desk, is by determining the hours that your customers will be most active. Remember, the customers don’t always have to come to you. If anything, try engaging them first. For example, if you notice one of your customers browsing the business site, feel free to engage them and even ask if there’s anything you can do to help. Many customers appreciate it when you come to them, because you’re showing interest in their curiosity. As I mentioned earlier, though, determine the best hours for engaging them. For example, try engaging your customers shortly after the business opens, and when everyone’s ready to start their day.

#3. Train Your Employees

Lastly, one of the best ways to improve your live answer help desk, is by training your employees. After all, they’re the ones who will be interacting with all the customers. What’s important to remember when training them, though, is that their interactions with potential customers will generally be different than if they were speaking to a customer in person. Be sure to remember that there’s a barrier of communication when live chat is involved. For example, tone and expression are a large part of communication, but all that is lost during live chat. After all, the only thing you and the customer see are boxes of dialogue. Make sure your employees know the difference between how to handle a customer face-to-face, and how to do so via chat.

For more information about ways in which you can improve your live answer help desk, feel free to contact us today at SystemsNet. We look forward to hearing from you, and assisting you in the best way possible.

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