Basic Applications for Smoother, Faster Help Desk Operations

If you only have a few seconds to make a first impression, and those few seconds are over the phone, a business needs to know that its IT system and its help desk applications are smooth and on target. Customers may not soon forget a long wait time, being bounced to various representatives or having to give their account information multiple times.

So when it comes to customer relationship management, it’s help desk applications to the rescue for the efficient management of help desk operations. Like most call center technologies, there are a sea of options to navigate. With efficiency and customer satisfaction as the destination, several help desk applications are offering a life boat for you to jump in. If you know what you’re looking for, you can ensure smooth sailing between your customer and your business representative, as well as between the IT systems and the behind-the-scenes business processes of your help desk operations.

Integrated Computer and Phone Systems

Also known as CTI, computer telephony integration means as soon as the call comes in, the information pops up on the computer screen of one (or many more) call center representatives within your help desk operations. To the consumer, this is the seemingly magic way the service representative knows their account info and past orders from the start of the call. The “magic” of course, happens behind the scenes through back-office integration, and can have a serious impact on the confidence level and success of the help desk operations team. The more the service team knows, and the faster they know it, the smoother the incident is handled.

CTI has come a long way since its beginnings. Today’s integrated channels include the capacity to link email messages, web page contacts or requests, faxes and more within multiple computers simultaneously. These contacts can be recorded, monitored and analyzed for optimum performance in help desk operations.

Open Access to Customer Information

When the customer wants an answer, you may need several call center staff personnel to have access to the account simultaneously. Information like customer phone and email, their account history and previous problems they have encountered can make all the difference in customer loyalty. Applications established through cloud computing can mean your call center staff across your help desk operations can view the customer information and needs, giving them the optimal chance to take quick action.

Taking it to the Next Level: Workflow

The help desk isn’t just the interface between the service team and the customer; it’s the portal for activity between the IT system and the business operations. A quality help desk application should include the capacity to move a call to another person or department, to take it to an escalated level or to complete a call without bouncing around from representative to representative unnecessarily.

Current workflow systems have also removed much of the need for highly-technical coding, with some offering instead drag-and-drop features that make establishing the backend technology faster and easier. Not only can you track the customer’s ticket and fulfillment with a quality workflow system, you can manage help desk operations like inventory and expenses almost transparently.

The basic premise of help desk operations should be just that–a place the customer can turn to for help with challenges, and a place service representatives can get the help they need to solve those problems. Knowing what to expect from the sea of help desk applications can set you out on the right course for success within your company’s help desk operations.