Help Desk Software Will Make or Break the Call

The help desk is something that is easily overlooked by decision makers of large corporations simply because they often assume there is nothing much to the process: issues come in, resolutions go out. In an ideal world, this would be the case. For those who are actually close to or working in the help desk, they know how complicated this process is and why help desk software can truly create the best environment for all involved.

In reality, the help desk must be viewed as an important part of the overall approach to customer service. This is true whether the help desk serves customers outside of the company or internal employees with issues that affect operations. And, without the proper help desk software in place, customer service can suffer and internal morale will fail to reach levels that can drive productivity.

As you may already know, if your help desk is not performing at optimal levels, you can feel the impact on the bottom line. Consider the client that calls into your help desk and cannot get the help or the answer they need. In their mind, the question is easy and should be able to be answered with just a few clicks of the mouse on the side of the help desk. However, your help desk software is lacking and therefore, the customer does not receive satisfaction.

As a result of this interaction, there are a few things that can happen. A) The customer decides that maybe the person at the help desk was having a bad day and will call back at another time. B) The customer decides that you don’t really care about his or her business and decides to take their problem to the competitor. C) The customer decides to tell his friends and colleagues how frustrating it was to deal with your help desk and recommends they use your top competitor.

You know from experience that option A is the most likely out of all of your choices. You also know that options B and C have happened to you before when you didn’t have the right help desk software in place to properly address the issue for which the person was calling. As frustrating as this can be for you, think about what it is doing to the person answering the phone at your help desk.

The employee who is charged with answering questions and solving problems for customers on the other end of the line does not want to be the bearer of bad news. If he or she is required to have a set number of successful interactions throughout the day, but does not have the right help desk software in place to make that happen, the likelihood of that person staying in that job is very low. If you have estimated how much it cost you to hire a new person and find a new customer, you know how much money you can save with robust help desk software.

Don’t let it get to the point where you have to make a choice between a software investment and meeting the needs of the customer. Having the best help desk software in place ensures you can meet the needs of the customer and the benefits will be seen in the bottom line.