Eight Tips for Help Desk and Tech Support Success

IDENTIFY AND EVALUATE THE LEVEL OF PROBLEM

Customer problems of a more technical nature can cover the entire range in terms of complexity and ease of resolution, so it is important to immediately identify the problem and quickly assess if it is something that can be solved with a simple solution. At one end of the spectrum, a customer may simply need instructions on how to recover a lost password or instructions to return a defective product for replacement. At the top, it may be necessary to resolve an unexpected device failure or report a technical failure that stops the software they found and has never been seen before.

Addressing customers to useful resources, such as video tutorials, detailed instructions, and user forums, which provide immediate answers to common technical problems can be an excellent way to speed things up. However, it is also useful to identify the most complex problems from the beginning so that they can be sent to the team members with the appropriate experience to solve them.

Measure the customer's technical level.

Using intuition and clues from the conversation or correspondence, it is useful to try to identify the level of technical knowledge of the client to determine the best way to help him. For some customers, something that might seem like a simple solution could be much more complicated if they are not technically inclined. On the contrary, a customer with a higher level of technical knowledge can interact more smoothly and get the solution he needs when talking to an agent who has more specialized experience in the field.

The problems of cable and Wi-Fi connectivity are a common example. A tech-savvy customer could quickly find a solution with access to your company's knowledge base, while other casual users might be nervous about looking for the restore button.

Determining the level of the technical competence of a client makes it easier to direct the response of your team in the right direction.

CHECK THE PREVIOUS SUPPORT TICKETS

It is not unusual for many customers with technical problems to find some of the same problems, or even related problems, more than once. Searching for previous support tickets registered for a particular customer can provide useful clues that can help speed up the process, which is a good thing for everyone involved. The aforementioned tickets may contain notes that allow you to direct customers towards a better solution or to accelerate them to the appropriate department to better solve their problems.

Take detailed and useful notes on each interaction

Agents do not have to write a book about each client, but keeping detailed notes that illuminate the problem, its unique situation, the proposed solution, and the final result can be valuable, both to keep track of common problems and to help customers arrive repeatedly With similar problems. Customer support software solutions such as Zendesk, Salesforce, and Desk can facilitate the ticket tracking process and keep customer data organized.

Get ready to scale down the most difficult support requests

Agents acting as the first point of contact for technology-centric customer service questions should become experts to assess the difficulty level of an application, so that they can be ready to resize the support ticket to the appropriate Team members with the right experience and expertise to solve the problems of the most involved customers.

The success of the Help Desk Company and technical support consists of facing the challenges that arise and finding ways to make life easier for customers, quickly solving their high technology problems. Along with various support options and the right approach for your team, these tips will help alleviate some of the tensions that could arise from juggling technological problems and other challenges that may arise.

Target customers towards self-service solutions such as questions and answers, forums and videos

Cultivating a variety of self-service options that provide solutions to common problems can be an effective way to reduce the time spent on individual support tickets. Because many customers prefer to find an answer independently, directing them to the right resources can save them time and energy.

The value here is to create the best possible resources for the most common problems posed by customers and therefore offer different formats to solve self-service problems on request. Some clients may respond better to a guided video tutorial. Others may respond better to the question and respond to the text or customer search forum. Provide them with options to explore and leave the door open for further direct assistance if needed.

Get ready to scale down the most difficult support requests

 Agents acting as the first point of contact for technology-centric customer service questions should become experts to assess the difficulty level of an application, so that they can be ready to resize the support ticket to the appropriate Team members with the right experience and expertise to solve the problems of the most involved customers.

The success of the Managed Help Desk and technical support consists of facing the challenges that arise and finding ways to make life easier for customers, quickly solving their high technology problems. Along with various support options and the right approach for your team, these tips will help alleviate some of the tensions that could arise from juggling technological problems and other challenges that may arise.