All help desks should all stand by these values, to be trusted and reliable. In IT, if customers can get their problems resolved when they contact support they will be more willing to report them, which leads to a better understanding of what challenges the business is facing and how IT can resolve them. All derived from those two words.
How often do people hesitate and dread calling the help desk? Why is that? The more a customer experiences frustration with support, the longer issues remain unresolved, the more frequently
Established desks are often in the position of having to rebuild their reputation and IT’s, in a constant cycle of trying to win back the trust of your customers, sadly the result is often:
Your agents, whether in-house or outsourced, should earn the trust of your customers by providing reliable support. The best help desks:
When these practices are put into place, the payoff is well worth the effort. Benefits of employing these practices based on trust and reliability include:
"Trust" and "Reliability". Two words that can give purpose and guidance to your team. Two words that can spell success for your service desk. When a help desk places time and energy into their people, process and technology, the business has the opportunity to finally and effectively regain an ROI on the investment in what are now trusted and reliable resources.
The only remaining question is: Do you trust your help desk and is it reliable?
We invite you to download our complimentary eBook, "10 Common Help Desk Challenges & Concerns that Impact Companies Today". You can also click here to speak to our team of help desk experts.