5 characteristics of a powerful help desk

| By:
Mark Sokol

A stronger help desk is crucial to a successful technology solution provider. It establishes excellence in customer service, builds relationships, gives you a platform to improve your customers’ technology, and opens the door for new opportunities—just to name a few benefits.

So, what does a powerful help desk even look like? Take a look at five characteristics of an exceptional help desk and see how your company matches up:

1. They find the perfect people for the job

Invest in people who have the right personalities, a willingness to learn, and aim to please. Your team and the qualities of your team often define how effective your help desk can be. You want to give your customers the very best—people you can trust to show empathy, practice patience, communicate well, and take ownership. 

2. They make use of powerful tools

While having the right people on your team is important, it won’t do any good if you don’t empower them with the right tools for the job. Put yourself in your customers’ shoes. It’s frustrating to be on the receiving end of support when the team isn’t outfitted correctly.

That’s where having the right software to help manage those tools comes in handy. You need tools that help you capture every issue on a ticket, increase employee use, capture all billable time, and drive strategy through business intelligence capabilities. See how ConnectWise Manage® can help you do that quickly and easily.

3. They’re data driven

If you don’t know where you stand, you can’t improve. Key performance indicators (KPIs) are a great way to determine what you’re doing well and where you can improve. For instance, monitoring how many calls taken per help desk agent, turnaround time, and call talk (and hold time) are all good measurable indicators of the service you’re providing.

Begin tracking your progress, setting goals, and developing strong objectives based on your own KPIs to discover new areas for your business to grow and improve—you’ll be surprised at the profound difference it can make.

4. They’re transparent

One of the most important characteristics of a powerful help desk is providing open and honest feedback about the resolution of issues. Keeping your clients informed will help them feel involved as you resolve the problem.

As soon as your customers come to you with concerns, give them a personalized experience—visibility to ticket status, who is assigned, how long it’s been active, and how it was completed.

ConnectWise Manage even helps you keep customers informed easily through proactive services. For instance, let’s say 25 tickets show users are having login issues. This might suggest more training is needed to resolve the problems. With ConnectWise Manage proactive services, you can monitor potential problem areas and solve them before they escalate.

5. They’re more personable

Your customers are smart people; they know when they’ve been given a canned message. Just as actions speak louder than words in life, the same holds true for the business world. Don’t just tell them they’re important. Show your customers how important they are to you.

Service is what sets your business apart from the competition. Give your customers the service they need, and they’ll keep coming back for more.