reasons for a helpdesk

Here’s a couple of Good Reasons For Why Customers Need a Helpdesk

A good helpdesk is the cornerstone of any business. For those of you who are unfamiliar with the concept, a helpdesk is a service provided by a business organization to provide information about its services, products, and support to its customers. Various companies provide helpdesks through different channels such as instant messaging, email, websites, as well as in-house helpdesks. Here are just a few good reasons for a helpdesk for dealing with customers and clients.

Makes customers happier to have a place to vent or give you koodos!

A helpdesk is vital to all businesses as it boosts customer satisfaction, and having more satisfied customers means an increase in your income; as satisfied customers will no doubt be back for more and recommend your services or products to others. Helpdesks are as important in improving business quality: the company or organization can look into issues that customers are having and the information will subsequently be used to improve the quality of their services or goods. Another reason why helpdesks are essential for any business is that it helps your colleagues, coworkers and even your developers understand their product better in the eyes of their target audience. Other reasons why you would want and really need a helpdesk are to undertake smarter multitasking, make work more efficient, track trouble ticket times and their results, and grant you the ability to prioritize tickets. With a helpdesk, assignments are clear.

Helps gage feedback and cultivate customer communications

The existence of a responsible support department in a company helps make customers confident in your business and proves you care for them and your product. Customers will want to be given full access to your helpdesk’s services, but you may choose to restrict certain access for easier management of issues (for e.g. different help groups for different products or services offered). Here are some good reasons why customers should need access to helpdesk areas: it lets them access their questions and prompt direct responses from your teams (rather than find frequently asked questions which result in frustrated users), customers should have access to their questions, maybe even be able to add to them if things have changed since their first message, and get solutions or answers easily without any delay.

Makes the customer an integral and direct part of your team!

Another important reason is the sense of belonging – when customers’ requests are attended to, they feel they are valued by the company which encourages them to come back, and be more likely to leave positive feedback as well as refer others. You could also let your customers see each other’s questions, permitting a sort of forum style area where customers can answer each other, therefore taking the edge off of your support personnel.

It’s just the better thing to do and have, there are hundreds more reasons for a helpdesk

A good helpdesk, whether for internal users, your customers, or both, can prove to be very advantageous to your business. Just as it is in every relationship, one of the key elements to an enduring and lasting relationship is excellent communication. The helpdesk support team must be made accessible so clients and users can communicate issues easily and efficiently. The support team consequently can resolve matters faster, especially if you make use of features and tools like chatrooms and reply-from-email.

OneDesk has a fully customizable helpdesk which lets you manage your business but also manage how your customers have access to it and can do all of the above based on your company preferences. You can choose to have an open forum or only let a customer see his own questions and threads. You can check out all our helpdesk specific features on our product page!


Photo Credit: ‘Megaphon’ / Floeschie / CC BY

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