Who can use a help desk

Every company that deals with customers will benefit from a Service Desk Help Desk service. That said, the needs of a help desk depending on the size of your business and the type of business you do. Below, we have broken down three different factors to consider when using assistance systems.

Help desks for small companies or businesses.

Small Business

Running a small business means that you cannot afford to take a single false step with customers; after all, it only has a few. Given this, you must go further to earn your trust and respect. That means everything from answering your questions, receiving special requests, and sometimes even making calls outside normal business hours. The level of commitment you can offer customers at this level will set you apart from your competition. A good Service Desk Help Desk designed for SMEs will help you maintain this level of commitment to all of your customer's thanks to useful features that will evolve with you as you grow.

Enterprise

A good business support service enables faster collaboration between your teams, especially those who are not part of the support, to help you provide business-class customer service. The faster your teams, such as engineering or product, can access your help desk and investigate what could happen with large-scale or high-price problems, the better you can serve your business customers with high added value.

The best thing, be it an SME or a company is that an excellent help desk will evolve with you as you grow. There is nothing worse than having to throw something away after spending hours and hours on it.

Help desk suitable for different consumer segments

B2B

B2B stands for Business-to-Business Probably, in customer service management software, B2B companies will look for something that offers multi-channel support, including channels like phone or chat. It would be especially good for your customer service management team if they could include phone recording, to review QC calls. B2B companies will also find value in more robust and customizable reporting and automation with features such as escalations.

B2C

B2C stands for Business-to-Customer and has slightly different needs than its B2B siblings. Often because B2C products are generally less expensive than their B2B siblings, they are much higher in volume with less paid users. For this reason, the emphasis on B2C support may lean towards things like community forums or a greater emphasis on ticket diversion.

Although some companies are customers of B2C software and there are business features for B2C products, things like registered agent reporting and agent coworking functionality will be more important to managers of customer service teams. B2C. Since the volume can be higher in a B2C inbox, customer service management will benefit from having tools that prevent duplicate tickets from being sent or that agents know they are both working on the same conversation.

Use a help desk within a customer service team

Support services are useful on both sides of a team: both for customer service representatives and their managers. Obviously, however, concerns and values ​​are different for each role. To delve into this a little more deeply, we will take a little time to explain the differences between each role, then which aspects of a help desk system they would be most likely to use daily for their role.

Customer Service Representative

A customer service representative is responsible for responding to all incoming tickets or requests on the channels available to their current customers. They may also be responsible for updating the documentation of their support tool (both internal and external). They can check their performance measures breathlessly, but if not, you as a manager should encourage them to do so. It is likely that the help desk functionality they will use most is automation, ease of use, increased productivity, and the real ability to support customers at the interface. When looking for a new help desk, be sure to check with them for these two features.

Customer service manager

A customer service manager probably won't spend much time in the inbox beyond simply analyzing analytics. Sometimes they can go into the inbox to get their hands dirty and see how things are going, or to handle an escalation, but most of them should be off the front line. Given this, what they are probably interested in when selecting a support service is the robustness of the reports and analysis, as well as their customization. These options are extremely important to consider when looking for new support services for support teams.

You may also have a role between the customer service representative and the customer service representative. It can be a specialist, a team leader, or even a person with limited technical training. You're probably interested in a balance between the two between manager and rep: They'll want to see how the whole team is doing and where they could improve, but they'll also always need access to tools like editing documentation, writing tickets, integrations, and adding new tags.