Tips to win customer Trust Through help desk
If you need the brakes on your car, you would need the services of a mechanic.
Would you like to go to the big mechanical franchises that had a good
reputation in the industry but with high prices? Do you want to go to the guy
who has a bad reputation?
Who will do the work in your garage for a small fee, but the work could be
below your expectations? Or would you go to the new startup full of young
mechanics trying to make a name where you really do not know what the job or
the price will be?
Companies have a similar dilemma when it comes to choosing their computer
support software because they really do not have endless options. You can
choose large IT companies that charge high fees for an often impersonal service
that may not be effective for their business. You can choose the cheapest
options with often bad results, just to save a few bucks, or they can pause and
try something new.
Some ways to win the trust of the customer
Reminder before closing an entry
An agent must always confirm with the user that the problem is resolved before
the ticket is closed. Nothing has a bad reputation in customer service, such as
closing customer tickets before the problem is completely solved.
A customer is likely to give negative feedback if he is frustrated by a persistent
computer problem. Suddenly they receive an e-mail to tell them: "The problem
has already been resolved, please leave us your comments." If the agent or
team of specialists has solved a problem, quickly call the user to ask if
everything is working as expected.
Do not try to hide statistics or numbers that could be disappointing for your
service center because they will eventually come out. Schedule a regular
meeting with your clients and discuss what works well and what does not work
well. Have the prepared measures and customer feedback ready so you can
analyze what is wrong and what you are doing. Customers will be confident
that they have the opportunity to change things when they talk about it
If your helpdesks are qualified and trained, your customers will have more
confidence in their ability to provide good service. The biggest benefit of a help
desk is your employees and the first point of contact for your customers. Try to
have as many native speakers as possible, as this helps with language barriers,
although outsourcing can be difficult. Make sure your employees are well
educated, polite and polite. During training, remember that we cannot always
be teachers in every task or application, but we need to know how to find the
right system when needed.
Motivating the help desk agent to provide the best customer service should be
considered an integral part of the training.
Develop a good knowledge base
The right knowledge to help office workers can mean the difference between
waiting for the phone for one hour and successfully completing the call in just
The knowledge base needs to be accurate, updated regularly as systems and
service levels change, are easy to understand and effective. A knowledge article
does not have to contain all the information in the world; exactly what the
agent needs to know to solve the problem.
Use the best software
With software, you usually get what you pay for. If your help desk has the best
software on the market, it will provide your customers with better service and
reliable service. If your software is not reliable, it usually means you too.
Before selecting a support tool, you need to know the cost of support software
for your business.
Plan your availability effectively
Nobody wants to wait for hours in the call queue for the help desk to answer
the phone. Effective planning of breaks and vacations means minimizing the
risk of not having enough agents to pick up the phone. If customers know
someone will pick up the call the next time they call, they will feel safe.
Help desk agents can only do a lot of them. A help desk manager has many
responsibilities to ensure that the service is performed correctly and that the
best service is provided to the customer. A manager should have many
contacts with clients and feel confident that the manager can do what needs to
be done in times of crisis. Good management is the key to trust.
Wining customer heart is not ease but if you are using right way then you
make do it easily by following above tips and tricks. Thank you