If there’s one term that everyone dreads when it comes to support services issues, it’s “help desk.” Even those of us within the industry don’t want to have to deal with it. Why? Because reaching out to the help desk only happens after a customer has tried everything under the sun and then some to try to resolve the issue on his or her own. By the time he or she reaches you, frustration has combined with fear, which has combined with desperation to create the potential for an explosive mix.
The key to diffusing what can be a volatile situation when a customer reaches out for support is being able to deliver a swift response time. Yet assistance alone isn’t enough; they also want answers. So the challenge then becomes being able to respond quickly to support tickets with the solutions that customers need.
Here’s How to Do It
Can it be done? Sure it can; all that you need is the collaborative efforts of your entire team. If you’re all able to dedicate yourselves to following the advice listed below, you’ll find satisfying all of your customers to not only an attainable goal, but also a method to generate more synergy between members of your support staff:
Develop a shared responsibility: Customer calls will often go unheeded because members of your team fall into the trap of thinking that they’re in so-and-so’s bucket. Shifting the focus away from individualized standards to team standards will prompt your support staff to work together to ensure that all calls are answered quickly, no matter who has direct responsibility over them.
Communicate clearly to customers: Your staff can control the tone and pace of your support calls if they establish effective lines of communication with customers first. This includes reaching out to them promptly and letting them know right from the get-go that if you can’t get an issue resolved on that call, you’ll get back to them as soon as possible with an answer.
Brainstorm: No one has all of the answers, and no one else’s ideas are unimportant if a customer’s issue is still sitting unresolved. Encourage your support staff to get together and talk over individual customer issues to see if added feedback will help to find that answer that customers are looking for.
Don’t overlook training opportunities: How many times have you heard someone say “Well, that’s Jim’s area of expertise”? The problem is that reps prolong customer resolutions waiting for Jim’s help, angering their own customers and causing Jim to neglect his. Use whoever your Jim is as a training resource to help the rest of your team know the answers like he or she does.
Beat customers to the punch: If you’re made aware of impending issues or outages, reach out to customers to make them aware of the situation before they encounter it. You can even go so far as to solicit their assistance and feedback in dealing with these issues.
Involve customers: Don’t let afraid to let the customers in on finding their own solutions. Instead of a call back, why not set up a chat session between support team members and customers that allows them to more effectively walk through the issue resolution process together?
Ultimately, customers just want to know that you care. Being able to respond quickly to their issues will go a long way in building up their trust in your support structure. Having top-of-the-line support solutions software can help you to fulfil your promise of providing exceptional cloud help desk services.