A tool to get information or assistance
Also known as the service desk, it is an official stop point for aid and assistance and a centralized source for information.
Whether it was an internal or external inquiry, helpdesk technicians are ready to answer questions and solve your related problems.
With good communication skills and rapid reflex toward unusual issues, a helpdesk team can upgrade the relation between a company and its customers.
Helpdesk assistance goes beyond answering customers’ inquiries or issues since it reflects on employees’ performance.
Helpdesk service is the cream of the crop to your business.
The evolution of HelpDesk services over history
The ways helpdesk technicians reached out to customers or offered their services has changed and evolved throughout history.
With various communication tools and improved means to transform information, helpdesk management developed as the following:
In 1876, the invention of the telephone was a starting point toward fast long distanced communication. The world learned that they could contact each other in a short time with less effort.
In 1960, call centers and IVR appeared, which gave space to collective calls per domain.
1991 marked the year when ticket management was invented.
In 2000, industry-specific helpdesk.
In 2014, mobile devices integration.
Last but not least, in 2017, Omnichannel.
HelpDesk Categories and Types
The market nowadays offers a variety of helpdesk services.
We have divided them into categories to draw a clear map for the main types of helpdesk management:
This type relies on Cloud computing and mainly SaaS.
Software as a service allows your business to rent solutions either up to service payment or on a subscription basis.
This types can cut-off expenses and enable you to scale up your services.
A helpdesk entirely owned by a company in which they are responsible for their maintenance and functioning.
It acquires the regular helpdesk feature along with boosting the firm’s efficiency and performance.
Open Source Helpdesk:
This type allows developers to access the source code without user licenses or permissions, making it flexible, less dependent, and user-friendly.
A Productivity booster
We live in a world where everything moves in a fast pattern.
Therefore, answering your customers’ questions and get to them quickly is essential to your business.
However, keeping up with the increased demands can be challenging for your customer support team.
A helpdesk service can assist your team, boost productivity and increase your business performance.
Here are some tricks that can help you throughout your tasks:
The Automate Mode:
This involves either an automated response that covers standard questions with fixed answers or an automated workflow that allows you to automatically tag, email, or take actions.
This mode pleases customers since it is rapid service and enables your team to focus on a more critical task.
Having your staff well updated will reflect on their performance.
Therefore internal documentation improves your staff responses and communication with customers.
Software HelpDesk & IT HelpDesk: Indispensable, efficient, and effective
IT helpdesk is dedicated to both employees and customers.
When a monitor breaks or software goes down, a help desk service should act fast and solve the issue before it risks your business performance.
IT helpdesk assure your customers’ satisfaction.
Keep them updated and answer their question quickly with FCR (first contact resolution).
Moreover, you can create a channel to ease communication with your customers.
An additional benefit for the software helpdesk is increasing agent productivity.
Various innovative tools allow you to save time and cut expenses while keeping highly qualified services.
FAQs - Frequently Asked Questions:
What is a digital service company (SSII, ESN)?
What is local technical support?
What is a Helpdesk ticket?
It is a type of software helpdesk that collects and tracks all customer support interactions from various channels: phone, chat widget, email, and social media.
How do Helpdesk services work?
What is Office 365?
What should I do when my computer crashes or bugs?
How to delete Internet cookies?
Microsoft Edge users can go to ‘Tools’ (or the little cog icon at the top left), then go to ‘Security’ and choose ‘Delete browsing history …’, then you can choose to delete your Internet cookies. In Google Chrome, go to “More tools” and choose “Clear browsing data…”. Firefox users can go to “History” and then choose “Clear recent history …”.
what can I do if my printer prints smudged / garbled pages?
I can no longer connect to my network drive, what can I do?
Note: Usually when the green light is blinking, this is an indication of data being sent or received.
If I format or erase my hard drive, will it remove a virus?
However, keep in mind that if backups containing the virus have been taken, if other media or drives connected to the computer have a virus, your computer is connected to another computer on a network with a virus, and/or the virus is stored on some other type of software that you use with your computer, it may be re-infected if not properly protected.
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