IT Help Desk: Facing Your Customer Support Challenges (Part 2)

Confident female operator with a headset is working with colleagues at desk in an IT help desk call center

Having a team of IT Specialists available, allows an MSP to handle complex problems with ease

In our previous blog post, we discussed customer service and some of the issues that can arise during your attempt to provide the highest level of customer service. We discussed the importance of having a system in place that can help your customer support team address some of the common customer support problems you may have in your workplace.

The key issue we discussed in the previous blog was the lack of data reports. Due to the variety of data that your business or organization collects on a daily basis, you will need to be able to maintain the data that you are generating. The right IT help desk system will allow you to collect the data you need and generate reports that will allow you to analyze the data.

Another issue that you may face on a regular basis is the amount of time it takes to resolve a customer’s problem. If you are discovering that your customers are not satisfied with the resolution time, what can you do to deliver a faster response time?

Customer Support Problem #2: Issues Take Too Long To Be Resolved

Today’s customers expect their problems to be resolved in a timely manner and many customers do not want to accept a slow resolution time. Many customers will not accept that there were errors or other problems as it relates to internal problems. Your customers will want an answer to their problems and they will want it quickly.

If your customer support team does not have the proper tools to assist them, everyone on your team will struggle to resolve the problems your customers are facing. Your customers do not want to be consistently told that their issue is being transferred to someone else on the support team. If your customer support team is constantly struggling with who should be responsible for a specific ticket, you will need to reevaluate your internal processes.

Solution #2: Improve Internal Flow

Have you set aside any expectations and goals you want to have for your business? Once you establish the particular goals you want to have in your business, you will be able to share those goals with your customers so you can inform them of the expectations you have for them. When members of your support team fail to meet the expectations and goals you have set you can ensure they are aware that they did not meet the goals.

You want everyone on your support team to be on the right page so your entire business will not be set up for failure. Everyone needs the proper resources and tools to effectively identify the purpose of a ticket being created and what can be done to resolve the problem. Everyone on your team should be aware of their responsibilities and the responsibilities of their team members.

When you have an effective process in place, all members of your support team will be able to meet the team goals and the individual goals that have been set for them. When you want to meet the goals you have set for your business and the goals you have set for your team, we encourage you to face your challenges from the start. Using the right metrics and indicators will give you a better chance at success in 2020, in addition to using the right help desk and customer support software.

We understand that customer support is not predictable because your customer support team has no idea what type of problems customers will experience on a daily basis. At SystemsNet, we understand the importance of an effective IT help desk and tools that can be used to improve customer service.

For more information on how an effective IT help desk can be used to solve the customer support or customer service issues you have been facing, please do not hesitate to contact us today.

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