3 Service Desk Tweaks To Quickly Improve Customer Satisfaction

Often times, a Service Desk does not require a complete overhaul to make your customers happier.

There are countless theories and ideas out there about how to increase customer satisfaction. But, just a few minor changes can have a huge impact on the efficiencies of your desk. Staying focused on a few main reasons for customer satisfaction can help you significantly improve your relationship with your customers and how they feel about your company. In this blog, we’ll take a look at three changes you can make to your service desk to quickly improve customer satisfaction.

Improve Self-Help Options

While some customers first instinct may be to call the help desk, research shows that more and more clients now prefer to do their own research, only reaching out to an agent as a last resort. Maintaining a robust self-help tool complete with knowledge articles will empower users to solve their own issues, and as a result, increase customer satisfaction. This helps you manage your team more effectively by putting agents where you need them the most. Whether you purchase self-help options or build them internally, tracking trends on most common issues and constantly improving self-help solutions based on those trends will aid your teams with the goal of continuous improvement. It might sound strange, but it is a fact that more users can help themselves, and the less they need to contact your service desk, the higher their satisfaction.

Master The “Early And Often” Approach

Did your customer get the help they needed? Was the issue resolved? Even if the answer is “yes” your customer could still have had a negative experience—if the issue was not resolved as quickly as they wanted. This scenario can be fixed with the “early and often” approach. If rapid responses are received from the Service Desk after the issue is submitted, and updates are given at regular intervals to keep the customer abreast of the progress, customer experience remains higher even when the issue takes longer to resolve. Consistent communication is a huge part of customer perception. Without communication, the customer believes their issue is not viewed as a priority. At the end of the day, your clients just want to be heard, understood, and feel important. Adopt this “early and often” approach to keep your customers happy.

Decrease Hold Times

Being placed on hold is routine nature for Service Desk operations. Yet, it’s the last thing a customer wants. So, how do we fix this? It is a delicate balancing act. If your Service Desk team is too small, then your customers suffer, if it is too large, then your waste becomes unbearable and hurts the bottom line—both you and the customer end up being hurt. If customer satisfaction is your aim, then detailed analysis of call volume along with historical data will help ensure that your teams are staffed appropriately to meet peak times. During those unexpected and random call volume peaks, you can also use the “on-deck-circle” approach. Make sure the team has enough agents available so they can tag in to at least receive the issues, log them, then prioritize those issues. As long as the customer did not have to wait on hold, it keeps their satisfaction level high and keeps morale on the service desk team high because they do not get overwhelmed.

These three tips work very well in tandem. The better your self-help options, the lower the burden on your service desk team. In turn, they can increase the level of communication for those tickets that do come in, and they can keep the call volume low so your customers do not have to listen to the hold music anymore.

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