When users need solutions, companies need a team with a set of specialized skills in solutions like remote support software that works fast and effectively.
- It’s important to quickly pinpoint problems and evaluate their level.
Customer issues can run the gamut between an easy fix and a complex problem that requires getting out the manuals. Assess the level and get to the right resources without a lot of caller waiting, one of the biggest customer pet peeves.
- Look for previous reports of an issue.
Support tickets are repetitive. You can speed up a process simply by looking for a particular issue, user or department. If the center is using the right helpdesk software, tickets will be appropriately organized and easy to locate.
- Document the report.
Speaking of tickets and tracking, it’s imperative that agents take notes, highlighting details of the situation, solution, if any, and if a third-party was involved (such as an experienced agent). This record will give future agents a reference when the issue reoccurs.
- Many users would rather find their own answers.
A great deal of individual support could be curtailed if there were self-service options (step-by-step instructions, walk-through videos, company forums) that provide solutions beyond the common FAQ. Directing users to the right resources will save energy and time.
- Have an understanding of user capacity.
A helpdesk professional has to be trained in not just remote support software, they need intuition for identifying a user’s technical level. A simple fix for some could be a complex procedure for others.
- All resolutions should be user-friendly.
The best answers are pre-created scenarios to ensure everyone’s on the same page. Keep answers short and avoid getting technical. If a user is savvy, get to the meat and potatoes. The less experienced user may need spoon feeding.
- A good solution isn’t always enough, especially if the solution doesn’t pan out.
Follow-up shouldn’t be an arduous process where users wait hours on the phone or days for an email. A direct line for live tickets is a must. Use helpdesk software that assists in directing calls. It might also be a good policy for agents to reinforce support with a courtesy call to see if users are satisfied.
- First point of contact should be a journeyman.
A user’s first point of contact has to be an agent with the skill to manage all types of inquiries. If they can resolve an issue quickly, fine. These pros will assess the level of skill required and escalate the support ticket, sending the user to the right team member. This creates a work flow that keeps the assembly line moving and minimizes user wait time.
From evaluating skill levels to helpdesk software, the operation can improve its performance by adding these tips to its arsenal.