If you want to try and optimise your help desk software, then you have come to the right place. This guide will show you everything you need to know, and it will also help you to optimise your support process in general.
Your customers do not need to know the inner workings of your company if they want to get a basic level of support. It’s vital that you try and make them feel like they are talking to a real person as much as possible. This could include re-writing some of your email templates so that it sounds like it is coming from your own voice or it could mean removing customer IDs if you don’t feel as though you need them. The more you can do to simplify support, the better.
Reduce Duplicated Work
If you and your team find yourself doing the same thing over and over again then this is certainly one area that you should improve. Think about it, can you add some ticket handling work? What about extra workflows? Or even pre-written response snippets so you can address common issues faster? If you do things like this, then you will soon find that your entire process improves overall and this can work in your favour. Even free help desk software will help you to do this, so keep this in mind if you can.
You should always have a very clear idea of what you want to measure, and from that you can then work back to the information you need to capture in the conversations you have. When you have information like this you can then set up your help desk so that you can gather all of the information you need quickly and efficiently.
If you have a very busy support team then you may find that your help desk accumulates all kinds of clutter. Think about it, do you have workflow filters that you just don’t use? Do you have saved responses that are just out of date? Maybe you have accounts for people who are not on your team anymore. Either way, if you are able to clean up all of these items then you can easily reduce the chances of you sending someone the wrong response and this can save you so much time and energy.
Now that you have cleaned up everything, you need to take some extra time so that you can document your decisions. If you have short reference numbers or even videos, then this will come in handy when you are trying to update your existing team. It will also help you the next time you hire someone. You need to document the tags that you use and when. You also need to document how you assign conversations to some people as well. Things like this really are so important and the more you focus on things like this, the better your support software will be overall.
Of course, there are so many things that you can do to try and boost your customer care overall and if you focus on these top things, then you will soon find that you can get the best result in a very short space of time.