They really are serious questions. Of course you must have the right products to sell and yes, they are very important. Yes, without your customers you don’t have a business. Without the right staff nothing gets done properly. So why did we ask if your help desk is more important?
Without the right help desk you could have customers but would they be happy customers?
Without a well-run help desk would customers continue to happy with the products or services they purchased? Without the proper follow-up and care would they use the products properly?
Without the correct help desk software what kind of staff turnover would your company experience? How would that affect your customer retention?
Are those the better and more important questions we should be asking about your business, company or brand?
The key to technology helping a company is keeping IT functions available and operational for use as much as possible. It is not possible to have 100% operational up time, so what is the best way to handle the times when they are not working? One very valuable solution is a Help Desk.
Your Help Desk should be a resource designed for IT users or customers to contact when they are having problems with their IT services or products. Your Help Desk should institute a multi-tiered trouble shooting approach by having personnel with extensive technical knowledge be available to help whoever is in need of that help. Ask yourself when your help desk should be available. Should it be from 9am to 5pm? Should it be a 24/7 resource?
Help Desks are implemented in many different ways, however by following the best practices outlined in ITIL v3, the Help Desk will meet the most important need of the end user, it will get them operational as quickly as possible. In addition, by following the best practices, the Help Desk will enable the enterprise to have a foundation for the IT department not only to meet the needs of the end user, but for the IT department to link into strategic areas within the company.
SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
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