Users expect to solve their problems faster each time and in a more effective way. The technologies have made us used to the immediacy without sacrificing quality. The need to solve incidents of a different nature for the same product and serve a large number of users in a personalized way is becoming more and more common. It is for all these needs that HelpDesks have become an obligation for any company that offers technological products or that wants to start a process of digital transformation.
These help desks, as they are also called, help us coordinate technical service teams, allow us to storage data on incidents that occur and they automate processes whenever is possible. The result is a faster and more efficient service, both for the user and for the organization.
HelpDesk: more productivity and better communication
The function of any HelpDesk begins when the user requests help through a ticket system. Data such as the date and time of opening the incident or other information provided by the user are archived in this file.
All of that allow us to:
Reduce dedication time: The stored data of already solved incidents allows future problems to be solved quickly, by being able to recover an already proven and effective solution.
Improve communication between user and technician: Opening the Ticket creates an online space where the user can describe their problem and provide additional information such as photographs, invoices, etc. The technician updates the ticket with the incident status and closes it when it is already solved, therefore, both can use the ticket to search relevant information.
Monitoring of results: Statistical data can be obtained from each of the actions that are generated, both from communication with the user and from the actions carried out and the time spent, in order to generate future improvement actions.
Increase the efficiency of the technical service: The HelpDesk organizes the incidents and redirects them to the most qualified team member to resolve them, which directly influences the time spent and the quality of the incident resolution.
Establish service levels: Service levels can be created to deal with incidents of different complexities, automating the process for those that are less complex.
Identify work peaks: The tool extracts data related to the volume of incidents to anticipate the need to expand the team.
Improve user satisfaction: As the processes are streamlined, the user has a good perception of the service provided. This is reflected in the satisfaction surveys.
The storage of data on tickets and incidents produced allows us to develop improvement plans to avoid or reduce future incidents. In addition, the HelpDesk collects detailed information that allows you to create a knowledge base about the product and act accordingly.
Users will be increasingly demanding with customer service, therefore, having a HelpDesk will be necessary to generate trust in consumers, optimize time, processes and human resources for technical service, and, ultimately, become in a digital and competitive company.
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