Have you ever heard of Help Desk?

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This is an important tool that helps improve your business's customer service and improves your company's image, which consequently increases your sales and revenue.


Since customers should be the focus of any successful business, the Help Desk is a great differentiator for your company to stand out in the market. That's why we've brought you this material that delves deeper into the subject by explaining the concept, relevance, operation, functions, benefits and more. Check it out!


What is Help Desk?

Basically, a Help Desk is a service center where an canada phone number data organization meets the needs of its customers. This service is used when the user has a question or technical problem regarding a product, service, technology and/or solution.


There are people who believe that Help Desk is only related to technical support for the Information Technology (IT) area. But it can be more than that: it can also be applied to IT infrastructure sectors . The strategy is very comprehensive and can be used by companies in different sectors. Help Desk can also be used both post-sales and pre-sales.


How does a Help Desk work?

In practice, this tool can be applied both internally and externally. For example, employees who work in the maintenance, implementation and installation of equipment sectors will use the Help Desk to resolve their queries. On the other hand, the tool is used externally by professionals who provide services to the business's customers. In general, its main uses are:


Centralization

One of the main features is to unify the various communication channels. It doesn't matter if the user contacts the company by phone, email, chat on the company's portal or social networks, the information related to the company's interactions with the customer will be stored and organized in the Help Desk.


Control

Another function is to increase control over the management of information flow regarding customer service. For example, with the help of the Help Desk, administrators will be able to better manage the deadlines of the Service Level Agreement (SLA).


This tool also manages contacts and records a history of service. When a user contacts support again to resolve their queries, the attendant can check which issues they previously raised.


Improvement

The company can make its support team's interaction with users more efficient. The department's key performance indicators (KPIs) (call response time, number of issues resolved on first contact, user satisfaction, etc.) will be improved.