All posts by SystemsNet Administrator

5 Easy Steps to Improve Your IT Help Desk

Diverse group of employees with headsets working at computers in an office.

The IT help desk is a fast paced area that is constantly evolving.

The customer assistance center, also known as the IT help desk, is one of the key points in your business; It is through this that many reassuring or traumatic experiences transit for your clients. Call centers play a vital role in business efficiency. At the end of the day, your level 2 help desk technician team is often the face of your factory, and customer experiences will often be defined by the skills and quality of support they receive. The following will therefore help you better understand what needs to be done to improve the quality of your customer care center.

1. Reorganize the hiring and training process

One of the best methods to improve the quality of your IT help desk is to improve their service levels. Effective training and coaching practices can make your agents highly competent and help them move closer to their individual goals.

This is only possible if you hire a level 2 help desk technician with the right skills from the start and offer them personalized training to give them the opportunity to excel in their role.

A dynamic, motivated, and competent team of technicians will undoubtedly develop a sense of excellence and reduce the operational costs of the call center.

2. Revitalize and motivate agents

One of the keys to having a team of effective IT help desk technicians on hand is motivation.

To have motivated teams, team managers must design different strategies and activities that will strengthen team spirit. Establishing a valuation of each agent and a good corporate culture is one of the best ways to keep the morale of the troops at its highest level.

You can set up a reward-based motivation system like bonuses. Managers can also develop self-assessment programs for your level 1 help desk technician group and identify relevant actions to improve KPIs.

3. Solicit customer feedback

No matter how proactive you are, you will never be able to address every problem every customer has. To make sure you learn more about the good and unpleasant experience of your customers, create an easily accessible way for them to provide feedback.

You can opt for a telephone survey at the end of a service call or an electronic survey sent directly from your CRM tool and even a form on the “Contact Us” page of your website. It also helps dissatisfied customers to express their dissatisfaction.

Whichever option you choose, remember the importance of customer satisfaction feedback. Not only will you notice touchpoints and resolutions that need improvement, but your subscribers will see that you have a top-notch proactive IT help desk for them.

4. Take negative reviews into account

No one likes to receive negative reviews and yet everyone gets criticized at one time or another. Instead of being hurt, take them as a great opportunity to turn your customer’s experience into something satisfying. No one runs a perfect business with the perfect clients.

Receiving any kind of feedback can help you learn and grow as you go (as long as the criticism is constructive …). Dealing with a complaint or a bad experience shows customers that their voice is heard and that each and every one of them is important to every Level 1 help desk technician in your business. This engagement can thus increase the loyalty of your customers.

5. Invest in monitoring services

There are several software formats for help desk monitoring. Investing in an eye like this can turn out to be a good investment. SystemsNet can provide managed IT services that offer full tracking of the user experience from the first call to the outcome satisfaction survey after product delivery. Choosing a reliable IT Help Desk solution is undoubtedly a good way to improve the quality of call tracking. Contact us to learn more!

Consider Choosing VOIP for Your Call Center

Team of diverse employees working for a call center company.

Using a reliable VoIP service for your call center business provides flexibility for your business

While recent years have seen various changes in the way call centers operate, many call centers continue to operate legacy landline phone systems. However, as the owner of a call center, there are many benefits that you stand to gain by upgrading to a modern voice over internet protocol (VoIP) phone system for your business. Not only do call center owners benefit from reduced costs with VoIP, but agents and customers alike will benefit from improved features and customer service. If your call center continues to rely on a landline phone system, here is a look at just a few of the reasons you should consider adopting VoIP.

Reduced Costs

One of the main reasons call center operators choose to adopt VoIP phone systems is that doing so can help to reduce costs. The fact is that call centers utilizing landline phone systems can be extremely expensive to set up and operate due to the cost of setting up lines, paying for equipment, and paying costly calling rates. Additionally, future upgrades and expansions can be costly with legacy phone systems should additional lines be needed. These costs can add up quickly and eat into your profits.

Alternatively, VoIP phone systems are known to be much cheaper to set up and maintain than legacy phone systems. By utilizing your existing internet network, it is easy (and cost-effective) to add additional lines when needed, as you will not need new infrastructure. Additionally, VoIP rates are much cheaper, which can help some call centers to save as much as 40% on operating costs.

Better Customer Service With Unified Communications

VoIP phone systems can also give you more ways to contact and connect with your customers with integrated unified communications. VoIP’s internet-based nature makes it easy to integrate email, instant messaging, SMS, and other web-based communication methods into your VoIP system, giving your employees more ways to connect with customers. This can improve customer satisfaction, as you will be providing customers with more ways to contact you should they feel more comfortable with alternative methods of communication.

Mobility

Another popular benefit of VoIP phone systems is that they are extremely mobile. In a business environment where it is becoming common for people to work from home, or on the go when traveling, it is important for call center employees to be able to stay connected. While landline phone numbers are tied to a given location, VoIP systems can be accessed anywhere the user has a stable internet connection. This gives you the flexibility to allow your employees to work from home, or you may even choose to hire remote employees from other regions who are more qualified for the job. VoIP phone systems can then bring a new level of flexibility to call centers.

Customization and Scalability 

One of the biggest problems with landline phone systems is that they are extremely difficult to scale. For growing call centers, adding additional lines is no simple task as new infrastructure will likely be needed. Alternatively, adding a new user with VoIP can be done at the touch of a button. This makes it simple for you to scale your call center up or down based on your current needs without any additional stress.

VoIP phone systems are not only easy to scale, but they can be customized in additional ways to meet your needs. From choosing customized hold music to adding additional auto attendants, you can fine-tune your VoIP phone service to meet your exact needs.

More call centers are ditching legacy phone systems in favor of VoIP due to the many benefits internet-based phone services can provide. Feel free to contact us to learn more about how your call center could benefit from adopting a VoIP phone service.

4 Benefits of a Live Answer Help Desk

Woman working in a call center live help desk using a headset and computer to attend to calls.

Live Answer help desk provides fast tech support to customers

A new breed of consumers has forced businesses to make changes to their methods of communication. One of the most challenging aspects of making these adjustments is the fact that buyers want to communicate with a member of your help desk in real-time. One of the most effective ways to connect with current customers and potential customers to meet them in a channel they are comfortable with. Today, this is digitally and on your website via a live help desk.

Responding better and faster to a lead or a potential customer will leave a better first impression than making customers wait for someone to address their needs. Not only will this make them happier, but it can have a major impact on your ability to convert. A live answer help desk is one of the quickest methods of customer service, but it used to be frustrating.

Customers would sit there waiting for twenty minutes waiting for someone to connect only to be disconnected or directed to contact someone by phone. Customers would sit there wondering why the live answer help desk even existed if it was not going to work. So, why exactly do customers prefer to use a Live Answer Help Desk? Let’s find out:

Live Answer Saves Time

When it comes to your customers and potential customers, they will expect the same quick response they receive when they use their favorite electronic devices and equipment. One of the best ways to improve your business is by maximizing efficiency and productivity in the same amount of time. Live Answer can help.

One of the first things you can do is to analyze response times and how long it takes to resolve an issue. After these actions, you will be able to discover that Live Answer can help you reduce these times significantly. By using Live Answer, your customers can receive answers to their questions in 2 minutes. With Live Answer, there are no automated hoops to go through; customers will get their opportunity to speak to a trained and knowledgeable technician.

Live Answer Increases Sales

If you are looking for new and fresh ways to grow your business, then Live Answer could be your answer. When you have a live answer option on your website, it can have a significant impact on sales. Many customers prefer buying from websites with a live chat option. Customers can get instant answers to their queries, and live support options during the checkout process can increase conversation rates.

Many customers also need to speak to a real person before making a purchase online. Without a live help desk option, you can be missing out on sales. With live help desk options, you can be on your way to increasing sales and helping your buyers in the process.

Live Answer Provides Tech Support

Live Answer agents are trained to follow protocols and provide information to customers and clients to ensure their technical and IT problems are properly addressed. Live Answer agents can troubleshoot or offer suggestions and resolve problems without any interference. Some clients may need tech support and IT support urgently.

When a client, employee, customer, etc. is faced with an urgent need, they will want their issue to be quickly responded to and fixed before the issue turns into a major catastrophe. Live Answer agents will be on alert at all times, providing an immediate response to chats, phone calls, and emails.

Gain A Competitive Advantage

While it is true that many companies have implemented Live Answer options on their website, but not so many that it has become ordinary in every industry. This presents a great opportunity for your company. You can step out and quickly gain a competitive advantage over your competition by offering this option.

A Live Answer help desk will allow you to get ahead of your competition. You have the opportunity to put your offering in place before your competitors. Make Live Answer help desk an option and improve the level of customer service you offer. Once you gain an understanding of how the Live Answer Help Desk will work, you will be able to arm yourself with the tools you need to create leads and convert them into long-lasting and loyal customers.

If you are ready to get a head start on your competition, contact us today.

6 Essential Functions of an IT Help Desk

Female IT help desk provider speaking with a customer.

Providing real-time assistance to customers is the goal

Every IT help desk serves a dedicated purpose, supporting some software or platform for the people who use it. Some IT help desks are internal, helping employees of one or more companies keep their technology on-track for productive work days. Other IT help desks are customer-facing and help smooth the interface between customers and the technology product.

No matter what type of IT help desk you manage, the platform and tools used to provide IT help desk services are essential. Your tools define how well you can help clients, customers, and colleagues. With the right tools, the help-desk work done today can be used to improve service quality in the future both for the current client and your entire service population.

Let’s dive into six of the most essential features for an IT help desk to implement.

1. Ticket Managing System

First and foremost, no help desk is complete without software that provides ticket management. A ticket is a single service request from one of your clients or customers. The ticket usually connects to their customer account, email address, phone number, and a short summary of the problem. From there, IT help desk teams can take the tickets as assigned or claim tickets that their skills are best suited to solve.

The ticket system is essential to ensure that all clients’ problems are addressed quickly from beginning to end until the solution process. Tickets avoid the mistakes of lost requests and calls dropped during transfers because the ticket is not closed until the issue is resolved.

2. Customer Account Service Log

A basic help desk system handles one call at a time. But troubleshooting sometimes takes several calls to find the problem and patterns are essential in diagnosing technical malfunctions. This means that account tracking and service logs are an essential part of a good IT help desk system. When a customer calls, emails, or instant-messages, the ticket they create should be attached to their existing customer or client account. The next time that customer calls in, their previous service and solution should be visible to the rep who takes the ticket.

Tracking past service history can allow IT techs to see if the same problem recurs, if a cluster of problems might have the same root, or if one client just needs clockwork reminding on how to access and change their settings. In addition, it provides a continuity of service, so that reps are aware and can knowledgeably interact based on a customer’s full service experience.

3. Edit and Notate Customer Accounts for Future Services

Beyond creating service continuity with a simple log, an IT help desk also benefits from the ability to edit a customer’s account and leave notes for future service reps who find themselves handling an individual account. Techs can help each other and, as a result, the customer by leaving helpful notes in the right files.

For example, a tech might note that a customer’s home internet is slow, that they are running a legacy operating system, or that they prefer first names to formal address. These little notes serve as guideposts for techs in the future.

4. Email Alerts and Confirmations with Customers

Every IT help desk platform should also include email automation. Clients should get their first email when the ticket is creating, acknowledging their customer service request and letting them know that the solution is underway. If necessary, procedural emails may be used to trade information or share documents between the customer and their IT rep. Finally, customers should receive one confirmation email after their ticket has been resolved. This final email may include a link to provide service feedback.

5. Active Ticket Transfers to Specialist Reps

If a ticket cannot be completed by the rep who first accepts the call or chat, then a transfer may be necessary. A call may be transferred to the floor manager or to a specialist who has experience helping customers with specific needs. Transfers are also the most common error point in a customer service and IT help desk system. It is essential that customers not be lost or dropped during a transfer.

An active ticket system is put in place to keep track of tickets, even when they are handled by someone new. With notation, the new specialist on the case can even quickly skim the past conversation, notes left by the first rep, and jump right into helping the customer with accurate advice.

6. Ticket Resolution

Last but not least is appropriate ticket resolution. IT help desk tickets should never be lost or set aside without resolution. The finality of a ticket should be an email of success to the client. If a ticket is not closed, it will still need to be solved unless an admin formally closes the ticket and contacts the client to further address their concerns.

Looking to boost your IT help desk performance or find a remote help desk solution? We are ready to make it happen. Contact us today to consult on your company’s help desk needs.