As a business owner, you know that having a helpdesk is essential to keeping your operations running smoothly. However, many companies make common mistakes with their helpdesks that can end up costing them time and money.
These mistakes can lead to decreased efficiency and even customer dissatisfaction. In this blog post, we’ll take a look at the Top 10 Mistakes Companies Make with their Helpdesks so that you can avoid them. Stay tuned!
Not Having a Helpdesk at all:
This is definitely the number one mistake companies make with their helpdesk. Not having a helpdesk at all can lead to a lot of frustrated employees who have nowhere to turn when they need help with their technology. In addition, it can also lead to a lot of wasted time and money as employees struggle to figure out things on their own.
Hiring Inexperienced Employees to be on the Helpdesk:
One of the biggest mistakes companies make with their helpdesk is hiring inexperienced employees to be on the helpdesk. This can lead to a lot of wasted time and money as these employees will not be able to handle more complex issues. It is important to hire employees who have experience in customer service and are familiar with the company’s products.
Putting All of the Responsibility for Customer Service onto One Person:
The Customer Support Representative.
As a company, it’s your responsibility to properly train and empower your employees so they can succeed at their job. One of the biggest mistakes companies make with their helpdesk is giving all of the responsibility for customer service to just one person.
The customer support representative (CSR). This CSR becomes overloaded and unable to meet expectations set by customers or upper management. While this isn’t always avoidable, it usually means that there is a lot of room for improvement in terms of structure and workflow onboarding new reps. As well as educating current employees on the right way to conduct business.
Not Training Helpdesk Staff Properly:
Your help desk is only as good as the people who are using it. If your employees don’t have the proper training and support, they will likely make mistakes that can impact customer service. Make sure you provide enough training and support for your employees. So, they can use the help desk effectively.
If your employees don’t know how to use the help desk, or what to do when they encounter a problem, it can lead to frustration and confusion. Make sure you provide clear instructions to your employees on how to use the help desk and what to do when they encounter a problem.
Having an Unprofessional Tone with Customers who call in:
One of the most common mistakes companies make with their helpdesk is having an unprofessional tone with customers who call in. This can stem from anything from being rude to not properly addressing customer concerns.
It’s important to always be polite and understanding when helping a customer. As they are already likely frustrated by the issue at hand. Not addressing their concerns in a timely manner can only add to their stress levels. And may end up causing them to take their business elsewhere.
When communicating with customers through the helpdesk system, it’s important to understand that they often expect an immediate resolution to their problem. However, this is often not possible. In such scenarios, helpful customer service tips for small businesses would be to keep a cool head.
Poorly Managing Queues and Wait Times:
People are often put on hold, not given anticipated updates, or simply forgotten about.
If agents aren’t keeping customers updated enough about their wait times. Then there’s lots of potentials for people to lose patience and hang up or seek customer support elsewhere. If the queues are too long, your customers could begin seeking out another business altogether. Rather than waiting for an extended period of time. No one wants to be put on hold for hours only to be hung up on when finally called back into a contact center.
Another common mistake that can lead to worsening customer experiences is call queuing systems that don’t operate correctly or seem to work at all some days. Customers placed in such queues will either abandon calls as mentioned above. Or become increasingly frustrated as they listen to an unending loop of recorded messages.
Failing to Follow up with Customers after Fixing their Issue:
Many customers simply want their problem solved and don’t care about the behind-the-scenes workings of your business. However, some customers do appreciate knowing what happened and how you fixed their issue. Failing to follow up can leave these customers feeling unimportant and ignored.
Ignoring Customer Feedback and Complaints About their Service:
Small businesses often make the mistake of thinking that their helpdesk is too small to make a difference. Or that their customers won’t take the time to provide feedback. However, it’s important to remember that your helpdesk is the frontline of customer support and complaints will be directed there first. Ignoring customer feedback can not only damage your relationship with customers, it can also hurt your business in other ways. Such as reducing customer loyalty and damaging your brand reputation.
Not Offering 24/7 Support for Customers:
As a customer, the last thing you want is to have to wait for your questions and concerns to be answered. Customers expect as much as 24/7 support nowadays. And if they don’t get it, they will be quick to find an alternative provider who can provide them with this type of service.
Doing it Yourself:
Many companies try to handle their helpdesk internally. Rather than outsourcing to a specialized provider. This can be a huge mistake, as it can lead to a number of problems, including:
– Limited or no technical expertise leading to inefficient support and longer response times
– Lack of process and standardization resulting in inconsistency and poor customer service
– Inability to scale with increasing demands. Resulting in slower response times and frustration from customers
Outsourcing your helpdesk to a specialist customer care provider can help avoid these mistakes and provide you with the expert support you need. Companies such as chatterborg.com can take you a long way.
With the rise in popularity of online customer support, companies must ensure their customers can get in touch with them quickly and effectively when needed, whether via phone or new media such as social media and messaging apps.
Customers will always appreciate a quick response to their queries. So be sure you can offer this level of service by having sufficient staff available at all times of the day to answer inquiries promptly. After reading this article, hope you will avoid these Top 10 Mistakes Companies Make with their Helpdesks.