Providing an exceptional customer experience is one of the most effective ways to set your business apart from your competitors. An ideal way to enhance your business’ customer service is with robust service desk support. A quality service desk consolidates your customer service tasks and support requests into one unified solution, allowing your business to prioritize, organize, and focus on customer satisfaction and retention. Choosing the right service desk will enable you to keep existing customers happy and give your business more time and resources to attract new customers.
Choosing the Right Service Desk
Determine Your Budget
When choosing the right service desk, how much your business wants to spend is a big consideration. Your budget will help you decide on the number of support agents, service hours, and application features you need to provide your customers with the best possible experience.
Determine How Many Support Agents You Need
One of the primary benefits of a service desk is the distribution of support requests to the appropriate agents. Enhancing the customer experience starts with catering to their needs and striving to achieve first-call resolution every time. Depending on your workflows, you may need live support agents—while some responses or assistance can be automated for efficiency and consistency.
Look for Omnichannel Support
An omnichannel service desk provides a unified support experience for your customers. Whether your customers engage in support via email, contact form, live chat, social media forums, or other online methods, their experience should be positive, efficient, and results-driven. Omnichannel support directs customers across multiple channels to the right support agent for the task and streamlines ticketing with customer profiles and a centralized service centre.
Determine Your Needs for Support Availability
Do you want your customers to be able to access your support agents any time of day—or are you looking to provide support services only during specific hours? When choosing the service desk that’s right for your business, make sure they offer support when you need it. You may find that you don’t need 24/7 live customer service—but it’s important to look for a service desk with an answering service or ticketing system that logs service requests submitted after hours.
Look For Integrated Reporting, Analytics, and Business Intelligence
One of the featured benefits of a managed service desk is the ability for businesses to report on metrics such as the number and type of service requests received, frequency of call resolution, and how often customers contact support before their issue is resolved. A quality service desk solution will gather the data you need for your business reporting and analytics—and provide the business intelligence tools you need to turn that information into actionable results.
Look For Seamless Technical Integration
When choosing a service desk solution, your support services must integrate with your existing technology. Most businesses use various technical systems and applications to produce and distribute their products and services. Look for a service desk solution that works with your business apps and funnels support tickets from all of your customer-facing channels—such as your eCommerce platforms, social media, and direct email marketing apps.
Are You Looking for the Right Service Desk for Your Business?
Line One Contact Centre provides technical support and service desk solutions that allow businesses to manage customer support requests with accuracy and efficiency. We offer a “first-contact” support model that ensures your customers’ issues, incidents, and queries are managed with an emphasis on first-call resolution.