It is worth one’s time in the call center, or business process outsourcing industry to look up the role of helpdesk in customer management.
The definition of the word helpdesk in the new world of business process outsourcing is a little more specific compared to its traditional meaning, and with the new meaning comes its new uses. There are many known uses of the helpdesk software used in call centers. One of the main uses of helpdesks is that they direct the customer service needs of clients, both online and offline. This role of helpdesk in customer management makes it a very handy tool considering call centers of late are now situated offshore.
There are many advantages in using helpdesks in your company. In fact, the very advantages we are going to discuss are the actual roles helpdesks do. If you are having a hard time creating new strategies to go over difficult situations in your company, the use of helpdesk can greatly help. This is because helpdesks can automatically run certain processes involving customer service issues and can do multi-tasking. If you are thinking of many things to be able to create the ultimate strategy, unburdening yourself with certain multi-tasking functions and a few more customer service issues allows you to be able to achieve your goal faster.
Also, the presence of helpdesks makes things easier on the side of your customers. Instead of having to call a representative over the phone and wait for several minutes in order to speak with one, they can just access your online support (run by your helpdesk software) and they are spared of having to waste their time and the possibility of getting irate.
Simultaneously, this is one time management efficiency for your company since certain customers, after having gone through your online support run by your helpdesks, will only need to contact your representatives if their issues are unresolved by your online support. The workload of your employees on the front line is lessened, giving you a more relaxed and less-stressed team to handle customers.
The chain reaction helpdesks start at the increase of your first level employees’ efficiency and will continue and impact those handling the teams in your company. These team leaders will be able to function and do more of their tasks because of the minimal supervision needed for them to do to maintain high performance of their respective teams. And from the supervisor or team leader’s standpoint, it can move up to the managers, senior managers, and directors. And before you know it, the chain reaction has reached its end and it gets to you, the owner of the company.
Another role of helpdesk in customer management is that it magnifies existing and upcoming problems waving your company’s way. For existing problems, it presents the situation in such an orderly manner that you will not have to think very hard just to be able to come up with solutions. As for those problems still moving onwards to get to your company, you can put preventive measures early on to be sure the problem will not land in your company, and be another topic you would waste time in conferences and meetings.
Tags: crm, customer management, helpdesk