Is there something strange in your neighborhood? What if there is something strange and it doesn't look right? When you see things going through your head? An invisible man sleeping in your bed? Who will you call ... What if you need to reset your password, the printer does not work, you cannot update Adobe Reader, you cannot access the network or your computer crashes? Who are you going to call? Ghost hunters ?! No! Thanks, Ray Parker, but no, you're going to call the help desk.
As you may already know, and I hope you know, help desk is a crucial part of customer service. These are the superheroes who solve the problems of your customers who are probably extremely frustrated. Resolving your customers' problems as quickly as possible greatly increases customer satisfaction, which has a positive impact on future sales. In other words: an excellent help desk influences the life of your business. Generally accessible via a free telephone number, technical support now uses the Internet to support customers via chat tools and social networks.
Businesses generally start with a single customer support system: a single point of contact for handling questions or solving problems. However, as the business grows, it needs more than just a single layer model. This means that they access a support system at several levels.
For example, if you are selling project management software to companies, you may receive questions such as: I forgot my username and password, what should I do? Or, how do I deal with a bug that prevents me from recording time on an iPad? In the latter case, you need experts to fix this problem with the bug. Whereas in the first case, a less complex question about usernames and passwords does not require a programmer. When you have set the correct levels in your technical support, it helps to allocate support resources to meet customer needs.
Also read : service desk support
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