Rising Customer Expectations Mean Service Desk Pressures
Customers expect a lot from service enterprises today. They not only expect an innovative and affordable product, they expect prompt and responsive assistance after the sale, especially from a customer relations service desk or help desk.
Service desks fulfill a variety of roles in different businesses. Typical service desk roles include helping customers with change requests, maintenance contracts, software licenses and application support as well as configuration, availability, financial and IT services continuity management. Some enterprises divide their service desk into “customer service” and “technical support” sections.
Crafting the right service desk strategy for your business requires both an in-depth understanding of your business processes and your customers’ needs and expectations. Setting up and operating a service desk is not a small undertaking. It requires a significant capital investment up front, as well as ongoing labor, management and training costs.
Setting up and operating a service desk is not a small undertaking. It requires a significant capital investment up front, as well as ongoing labor, management and training costs.
Understand Your Customer, Understand Your Requirements
When setting up an service desk operation, you have to carefully balance your budget against your client expectations. For example, is your service desk going to be open 24/7 or just during local business hours? What kind of customer issues will agents be able to resolve, and will you need different skill levels for different issues (which requires added staff and training).
You also have to decide how much you are willing to invest in high-performance functionality for your service desk. For example, are you going to offer live chat to case management or just email to case management? How about a documents library and scripting to maximize one call resolution? What kind of reporting are you going to have? Are you willing to shell out for remote monitoring and management, backup and disaster recovery or centralized network operations center/service desk ticket integration?
3 Pitfalls to Avoid in Planning Your Strategy
The service desk experts at Valor Global highlight three pitfalls to avoid when crafting your service desk strategy.
- Customer frustration due to service desk being closed. A service desk with limited hours can turn into a major CRM problem as customers today expect to be able to resolve issues expeditiously. This pitfall is easily avoided if you partner with an experienced, specialty provider such as Valor, with a service desk operation that is open 24/7 with expert staff based in the U.S., Philippines and Costa Rica.
- Insufficient language support. Not having staff that communicate with virtually all of your customers is another easily avoided service desk pitfall. If you work with a major service desk provider with multiple locations like Valor, you’ll have access to regional talent that speaks the same language as your customers, breaking down barriers and improving the service experience overall.
- Poorly integrated support systems. Customers value their time above all else, which makes resolution time the most important metric for service desks. Businesses that have siloed service desk operations are behind the curve on resolution time as soon as the customer contacts them. Technologically advanced providers such as Valor leverage key systems that integrate phone, text, web, and live chat into a unified, multi-channel process to help streamline resolution time and improve the service experience through every channel.
Have more pitfalls to share? Drop us a note, we look forward to hearing from you.