3 Help Desk Trends for 2017

Self Service

Self-service tools empower customers or end users to efficiently answer their own questions and ideally solve their individual problems. With such tools, support teams can cut redundant issues and FAQs saving them both time and headaches.

Aircall posted their own knowledge base statistics showing how users cut out the middle man right from the website.

knowledgebase stats

everything HelpDesk’s very own Knowledgebase feature allows functionality for both the end user and the internal help desk staff:

  • Top viewed/searched articles are first to appear for all users
  • Mark articles either private or public based on user access
  • Create a new article directly from a resolved ticket to help others


Customer Feedback

We have all filled out a customer feedback slip or online survey. Perhaps you have already become numb to the repeated request to submit a questionnaire after purchasing a product or service. You are not alone.

Though collecting customer feedback is nothing new, analyzing the mass data and using it to improve the customer experience is becoming increasing important to organizations. Perhaps you use a series of techniques for measuring customer satisfaction. The Center for Client Retention (TCFCR) does their own survey research and customer service training and have found one size does not fit all. TCFCR states,

“The survey-driven Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) each get at different pieces of the puzzle but all of them oversimplify. Product and service improvements depend upon consumer feedback, but as survey and scoring options multiply and mature, don’t accept ratings expressed as single numbers.”

Collect feedback through everything HelpDesk’s very own survey feature.


Customer-Focused Support

HelpScout says “86% of customers say they quit doing business with a company due to a bad customer experience”. Even if you are not a business that generates revenue from a flowing customer base, a poor “customer [or user] experience” can cause equally costly issues that take enormous amounts of effort to correct.

As Benjamin Franklin said,

“It takes many good deeds to build a good reputation, and only one bad one to lose it.”

Today, customer service is a king. HelpScout states “customer support means timely, empathetic help that keeps the customer’s [or user’s] needs at the forefront of every interaction.”

Organizations are moving away from yesteryear’s view of support as the money pit of disempowered agents who need approval to accomplish tasks tied to metrics used for cost cutting.

Now we see support departments as the face of the organization with representatives who possess self-service skills and can help with complex questions and requests held to holistic metrics tied to organization-wide goals.

Keep up with your customer service metrics using everything HelpDesk’s automatic reporting feature.

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