With a help desk , you can get an idea of the performance of your service agents based on how many effective responses they give to customers in a day.
3.Approaching the real interests of the user
The third essential function of a Help Desk is to help you understand what common problems your customers are most concerned about.
This can be done by using tags and analyzing the content of the conversations your service agents are having. Are 80% of people writing to you because of the same technical issue? Or because they don't know how to register on your website?
4.Large-scale task automation
With Help Desk Software, you can automate repetitive tasks that your service agents would normally do manually.
An example is setting up automatic notifications to let you know when a new ticket has been created and assigned. You can also set a rule so that a ticket created in a certain category or related to X topic is assigned to a specific agent.
5.Building a database to offer proactive customer service
Many companies don't realize that good customer service can be provided even when the user hasn't asked for help with anything. This is a proactive way of looking at customer service.
To practice this philosophy, help desks are the best ally, because they help you know precisely which issues cause the most problems for users and, using this data, you can create a database of frequently asked questions and answers.
Your support team will save time and your users will be happy.
Difference between help desk and service desk
A traditional Help Desk is the structure made up of the human cambodia telegram data and material resources necessary for a company's IT department to deal with unexpected technical support situations.
Any problems may arise from the company itself or from the services it provides.
In other words, a Help Desk is a liaison station between the technical support team and the users .
What is a Service Desk?
It is important to differentiate between what is a Traditional Help Desk and what is a Help Desk in IT Service Management ( ITSM ).
To avoid confusion, this last variable is often called Service Desk.
A traditional Help Desk is limited in terms of incident handling, support and provisioning. In other words, its functions are basic compared to an ITSM Service Desk .
ITSM addresses a strategic vision that adds value to the company, and does so through IT solutions that integrate people, processes and technology.
