Help desks sometimes called call centers or service desks which provides information and assistance to users of IT system. It is the first line of assistance of any company to support technical/non technical issues with Subscriber’s. Help desk support is provided to Subscriber’s via a toll-free number, a website, ticket or e-mail. Help Desks are becoming the central area for end user support. Thus, in order to have the best Help desk support best practices need to be implemented.
One of the important factors is the structure in place to manage help desk, employees and their distribution, technical systems and other process. An evaluation is needed to check if the help desk support system is meeting the Subscriber’s expectations and that the support agents are able to use it. Also managing staff to provide a 24X7 support with a reduction in call hold up time has a major influence. One important aspect of is call scripts being used to interact with the Subscribers as it has a direct impact on the Subscribers experience. In a helpdesk environment, there should be a right mix of technical experts and customer-savvy Agents.
UniCRM gives a flexible Help desk section which helps the organization to provide the best support to their Subscribers with using very less efforts. Help desk management gives a powerful interface to manage multiple Subscribers’ at a single time.