Without a reliable help desk, managed service providers (MSPs) make a bad first impression and leave the customer wondering where the value is. But with a strong help desk, just the opposite occurs, so use these six tips from David Weeks to win the love and adoration of the business.
The Winning Numbers
- Streamline ticket and resolution processes
- Treat every incident like an emergency
- Deliver the goods
- Examine numbers and figure out where you can improve
- Ask the customer how you did
- Aim for continuous improvement
When you have streamlined processes, every customer ticket is another opportunity to show just how efficient the help desk is. You want to treat every incident like an emergency and solve it as quickly as possible, because as far as customers are concerned, anything that disrupts their ability to complete work is an emergency. Of course, you only have so much time and resources to provide support and “deliver the goods,” so Weeks recommends this:
The first step is to determine common call drivers up front. If your help desk software provides this type of data, you can identify which issues are recurring and put a game plan in place for addressing them quickly. Also, look at ways to create a permanent fix for the most expensive issues and the most easily addressable problems that you’ve identified. Lastly, continue to educate customers and make them aware of self-service functions such as password reset, access to previous tickets…, suggested answers, training, videos and customer portals.
After this comes the period of reflection. Take a look at the numbers and figure out where you can improve, perhaps by identifying the most common requests and types of issues. Use email, phones, or surveys to ask the customer how they did. Once you have that information, make plans for what you can do to cut down on problems in the future and solve tickets more quickly, even if it means creating video tutorials or writing a knowledgebase article. When the help desk becomes the customer’s bosom buddy, everybody wins. You can read Weeks’ full article here: http://mspmentor.net/blog/six-ways-msps-can-win-help-desk