A good helpdesk that meets the needs of your company is a significant productivity booster. It can help take the tedious tasks out the way, reply to customers faster and improve customer satisfaction.
However, the quality of your service depends not on the helpdesk alone. It’s the people behind it who make the magic happen.
So, today we’re talking about a couple basic but essential things you can do to improve helpdesk customer service on the people side.
1) Learn to write informative ticket notes
Clear, comprehensive ticket notes play a significant role in delivering excellent customer service. Think of them as a narrative which tells you all about the actions already taken to resolve the issue.
Working on the request, agents often loop in teammates from other departments. So the more detailed the narrative is, the better. Informative ticket notes will help the person taking over the case as well as document the solution in case you need to revisit it in the future.
A formula for an informative ticket looks something like this:
- Who and when spoke to the customer.
- Ticket ID.
- A list of taken measures and their outcome.
- Advice on what the person taking over the case should do or who to talk to resolve the problem
- When the helpdesk staff should update the customer.
But except for writing informative notes, make sure that everybody on the team reads them.
2) Handle calls like a pro
It may come as a no-brainer, but the first words and the tone agents use to answer the call set the mood for the whole conversation. However, answering the call the right way is just one part of the play. While talking to the customer, there are certain phrases which can escalate the problem in no time. For instance:
- “There’s nothing I can do.” If you work at a helpdesk department, there is always something that you can do. Even if you can’t offer a solution right away, you can hand over the case to another specialist, who could be of assistance.
- “I can’t find any record on your purchase/account.” Great, now what? Remember, your job is to solve a problem, not create it. So, instead of using this destructive phrase, start asking questions. For instance, maybe the customer made an order under a different name/address/phone number, etc.
- “I’m so sorry. I am very sorry. I am so very sorry.” Acknowledging your mistake is great, but again you have to work your way to towards the solution. Instead, say something like this: “I’m sorry that you had this experience, we’ll do our best to make everything right during the next couple hours.”
- “Unfortunately, no…” If you can’t provide a requested service, offer an alternative instead.
- “Let me check.” This phrase is too vague. Explain exactly what you’re going to do to communicate with the customers clearly.
3) Take Ownership of the Case
So, something went wrong. In the case, the best strategy is to show that you genuinely care about the particular issue and will try your best to find a resolution.
Reassure the customer that while other team members may have made mistakes, you will take full responsibility for solving their problem or reporting it to the person who can be of assistance.
Then actually deliver on that promise.
Keep the customer updated on their issue. For instance, let them know who’s working on their request, what the progress is, etc. Usually, all it takes to tone down the situation is to show them that you’re taking it seriously and are doing something about it.
4) Keep your finger on the pulse
Being a support team, you must know the product and the company you work for like a palm of your hand. However, customers who reach out to you may and for sure will ask questions about your competitors, the market or recent trends.
Therefore, it’s helpful to keep up with the latest news in your niche. So, when someone reaches out to get this kind of information, your team can give a fully informed consultation — so long as your policy isn't to redirect.
5) Run an internal knowledge base
Customers are not the only ones who can benefit an in-depth knowledge base. As the company grows, the amount of processes employees should follow and things they should know increases.
Investing the time and money into creating an internal information hub can speed up the workflow and help onboard new employees faster.
Whenever someone on your team bumps into a problem, they can research the documentation before reporting it as a problem. Or, having newcomers, you can much quicker introduce them to all the vital processes inside the company, thus saving time and money on training.
The tips mentioned above are fundamentals, something that we believe can significantly streamline the workflow and increase the quality of support services.
However, great customer support requires continuous improvement, efficient systems, and skillful people. When all these are in sync, your business will have an efficient and productive helpdesk which would help in raising the levels of customer satisfaction.