What are help desk services?
A help desk is a tool that helps support teams provide professional support services by centralizing the information gathering and automating the resolution processes. IT help desk service software and solutions allow the teams to manage clients’ and customers’ requests faster: tickets do not pile up and businesses have a consistently high satisfaction KPI.
Analytics and dashboards can help both support teams and their managers provide better customer support and elevate customer satisfaction. With 60-73% of customer data going unused by businesses, gathering them is clearly not enough. Implementing the right analytics and ensuring the team and customers get the best of the data gathered by the help desk software will make support services run smoothly.
Adopting omnichannel customer communication helps businesses get 91% more revenue. At the same time, 87% of customers believe businesses need to invest more into providing seamless help desk services and support. Proper help desk solutions will help support teams provide customers support across all channels of communication: chat, phone, email, and even social media. As a result, no customer ticket gets overlooked or lost.
More than 30% of businesses use AI and other automation tools to provide assistance to their customers. It helps support teams be more precise and efficient. Some modern service desk services already have automation tools built in.
Businesses that provide outsourced customer support service can also develop their own CRM and help desk software. This allows them to automate the processes they need and makes them even more efficient. It also lets them add and develop their help desk services as needed, making sure they are always at the top of their game.
Collaboration within a support team is very important. When the process is set up correctly, a team has the opportunity to communicate and implement a service help desk to its fullest extent. Proper help desk services provide support teams with the means to communicate and work efficiently.
Types of help desk support services
Web help desk
Web help desk is a software that allows support teams to manage customer tickets and the entire customer communication. Online help desk service ensures 24/7/365 availability as well as an omnichannel approach.
Mobility and flexibility — these are the main advantages of web help desk services.
In-office help desk services
In-office teams are a great solution for enterprises or companies requiring their support team to include 1000 and more people.
Although, they do have certain disadvantages:
1. They are usually more expensive than outsourced services — IBM managed to cut their support expenses by 97% by simply outsourcing the team.
2. An in-house help desk services team needs to be maintained and managed. Services of an in-house team pull attention from other business processes.
3. An in-house team will not be as flexible and adaptable as an outsourced help desk solution, which could result in the fall of the satisfaction KPI.
Outsourced help desk services
Outsourced help desk services are a great alternative to an in-house team. It might be more adaptable, flexible, secure and generally suit a business more than an in-house help desk services solution. Outsourced IT help desk services team is perfect for businesses that want to free up resources and provide better services to customers from anywhere.