Oct 4, 2022, Innovations

Helpdesk – what is it and in which situations is it useful?

Maria Baryluk Content Specialist
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More and more companies, regardless of their size and scope of operations, place great importance on the quality of customer service throughout their collaboration. By investing in advanced technical tools, businesses are able to address ongoing issues that arise on a large scale. One such tool is helpdesk, which is a technical department that provides assistance to both customers and employees.

Helpdesk System: Functions and Benefits

The concept of helpdesk emerged in the 1980s as the number of computer users in homes and corporations increased, leading to a natural need for technical support. Over time, helpdesk evolved from individual programmers or engineers into a separate department of technical specialists who specialize not only in solving customer problems but also in providing quality service. The basic functions of helpdesk include:

  • Comprehensive problem-solving for users of a specific system.

  • Management of customer and employee data.

  • Reporting of incidents and their resolutions.

  • Timely information to customers about service works or new versions of the system/applications.

Implementing helpdesk in a company can significantly improve the quality of services offered and increase satisfaction levels, not only for customers but also for employees who may also require technical support. The presence of a helpdesk department greatly speeds up customer service. According to Finances Online, the speed of resolving customer issues is the most important aspect of customer support for almost 60% of respondents.

Even more efficient customer service: automation

In the era of increasingly advanced technology, many customer service processes can be automated, which affects the team’s workflow and can reduce or even eliminate the need to solve repetitive problems. Nowadays, professional helpdesks rely on ticketing systems instead of dedicated email addresses. Users receive a dedicated ticket number and a panel to communicate with the company. The client selects a specific category of inquiry, describes the problem, and often attaches images/screenshots. Using artificial intelligence, the system assigns tickets to specific agents and can prioritize urgent matters or system failures. The platform is monitored 24/7, sending alerts when new activity appears in a particular ticket.

There are various contact forms with the helpdesk, and many ideas for their automation. The most popular ones include telephone conversations, emails, and live chat. What customers value the most is having their problem resolved in a single interaction, the ability to solve the problem themselves, and not having to repeat their data or inquiry details multiple times. Introducing voice bots as the initial form of customer contact can meet all these requirements. During a phone call, a voice bot collects our information and, if unable to solve the problem itself, redirects us to the appropriate specialist. Similarly, in a live chat with a virtual consultant, the bot proposes solutions or connects us with an agent.

Customer service in a modern form

Companies are increasingly opting to automate certain tasks, including helpdesk functions. According to a survey by NTT, nearly 70% of customers aged 25 or younger prefer to use automated contact channels and problem-solving instructions. A great example of this is Google’s extensive support system. It is undeniable that customers are becoming increasingly demanding and expect their expectations to be met. Therefore, it is worthwhile to review your contact channels and improve them as much as possible.