When you have a help desk, there are best practices you can implement to improve performance. These will help end users have their problems addressed quickly so they don’t lose productivity. But no matter what methods you choose to implement, the key is to act quickly and be decisive.
Gather the Right Information
Today, each company’s web help desk can access a lot of important data. Still, that doesn’t mean it will be useful. It’s up to you to determine what’s important and what you don’t need. When you have access to this much information, it is easy to lose track of your bigger goals. It can be tempting to focus only on the smaller pieces. Using the right helpdesk software is one way to stay on track. They can help businesses track metrics and create new tickets.
It is also useful for tracking feedback from users. Ask end users for feedback on your performance once you have solved their issue. And you can also get general feedback. For example, they are facing certain workplace challenges or don’t have the resources they need. You can use this information to improve your metrics. It doesn’t take long to quickly create a survey to track satisfaction. No matter what type of feedback you are getting, it’s a good idea to ask them to give details on what needs to be improved.
If you want your team to be able to function at its best, it is important to set clear goals and objectives. You could set a certain approach for handling complaints or questions from users. Or you might determine that everyone will receive a response by a certain time. After setting these goals, it is also important to ensure that everyone sticks to them and tries to achieve them. You might decide to meet with each team member to discuss challenges they face when they are handling issues. Then you can ask for feedback on how to best handle these problems.
One of your goals might be to set up a self-service portal. That way, users can look up answers to questions instead of contacting your staff. They won’t need your staff’s assistance to look up information. Plus, it can help them answer their most pressing complaints and questions, allowing them to be more in charge and fix issues for themselves.
Providing training is critical since it allows them to solve problems sooner and in a shorter timeframe. That can prevent long wait times for end users. Training will also help you serve them better since users will quickly hear back about solving certain problems. If you want your team to achieve results, they should know how to handle tasks so they are as efficient as possible. You should offer training on how to prioritize work and understand which tickets need more attention. They should respond to issues in the order you have previously determined.
For example, you will likely want them to take care of high-priority issues as soon as possible. However, issue that don’t seem as pressing should still be addressed to prevent backlogged work. Plus, you will likely want to have them divide and categorize tasks. Junior staff members can take care of issues that aren’t as difficult, but high priority issues can go to more senior staff members. By having the right system in place, it’s much easier to streamline the work. You will also want to have a ticketing system that lets users know about the status of their request. That way, they will know it was received and is being taken care of.