How to Optimize Help Desk Experience



o you have chosen your helpdesk but don’t know how to provide the best experience to your customers and also having your support agents to not to overstress above the current setup. But you don’t know here to start. Here are some tips that you can leverage on how to optimize those extra bits from your helpdesk setup.

  • Customer centric helpdesk: Your customer shouldn’t know how the system works. Hence the closer you can make their experience to a conversation with another person, the better. This might include re-writing default emails and templates, the response time and the resolution time, providing accurate description on the solution, etc.

  • Minimize friction for your support team: Arrange your help desk so that as much as the time spend by the agents are for customer centric issues. Every extra task, additional click, and new process you add to your support team’s role takes time away from actively helping customers.

  • No duplication: Find way to virtually nullify those tasks that you find we keep on doing again and again.

  • Periodic update of policies: Are there workflows or filters that you no longer use? Saved responses that are out of date or inaccurate? Accounts for people no longer on the team? Cleaning up all of those items reduces the chance of accidentally sending the wrong answer, and it saves time and effort by only showing your team the options and information they should be using.

  • Document Helpdesk usage: Having short reference documents or videos will come in handy when you’re updating your existing team and next time you hire. Sharing those guidelines with the whole team makes everyone more efficient and reduces the chances of your freshly organized system collapsing under a landslide of misused tags and broken workflows. The areas to be consider for documenting include, the do’s and don’ts, usual templates, the SLA and the NDA, any type of reply formats like 2tier or 3 tier, etc.

  • Conversation management: Create folders or filters Decide who needs to see which tickets, and create just those views. Create rules and workflows to automate repeating tasks and reduce the workload on support.

  • Review support request forms: Check for clarity, conciseness and accuracy, and ensure they’re submitting correctly.

  • Check incoming mailboxes: Make sure you’re not losing any emails to spam filters or outdated addresses.

  • Review integrations: Test any you need, and remove any that you no longer use.

  • Search your help documents: You may have references to “contact our support team” that need updating or editing to match your newly streamlined support setup.