How to Choose the Right Help Desk for your Organization

How to choose the right Help Desk

 

How to choose the right Help Desk  

 

No matter how great your product or service is, it is inevitable that eventually there will be a need for customer support systems. It really doesn’t matter whether they have encountered a small error, are having trouble setting up their account, or if they simply have a recommendation - what matters is that the issue is resolved. 

Not a lot of technical importance is placed on a great Help Desk, but in reality, it is one of the most important ways to maximize customer retention and maintain a great image for your business. Whether for simple customer service or a more in-depth ITSM Service Desk , having a customer support system in place is essential for long-term success. 

This is the key takeaway - establishing great customer service can set your company up for long-term success and ensure that your most dedicated customers have great things to say about you and understand that you care! While most companies establish this service very early on, it is crucial to have a great Help Desk in place before your business grows to a level where you can’t handle it all on your own. 

 

What is a Help Desk and Why Does Your Company Need One? 

 

At its simplest, A Help Desk is a tool that provides the first point of contact for tracking, prioritizing, and acting on any issues your customers and end-users have.

This is a big task for a single service! There is the potential to receive questions on a myriad of issues ranging from payment issues, profile issues, disputes, and much, much more. While this may sound like a very tall order, there are some very effective tools and strategies that you can employ to organize and effectively handle all of the issues that come your way. 

One study actually found that as a whole, companies in the US lose about $62B in revenue each year due to poor customer service. Even further, people who have bad experiences are much more likely to tell more friends about them than positive experiences. So as you can tell, a Help Desk is extremely necessary! 

 

Your Help Desk can do this and more:

  • Offer a single point of contact: When things don’t work, your customers need to know where to turn. Having a Help Desk means issues are organized and easily addressed. 
  • Quickly and intuitively answer questions: Help Desks should provide answers quickly either through a live agent, chatbot, or self-service.
  • Support your support team: A good Help Desk also makes it clear what your support team needs to do. It provides workflows and resources that help them do their job effectively.
  • Help you measure how you’re doing: Lastly, your Help Desk should give you opportunities to measure your support efforts and find out where you hit (or missed) the mark for customers.

How To Pick the Right Helpdesk For Your Company

Whether for ITSM, ITIL, or incident management, customer support services can help you to increase customer retention and improve overall company efficiency. 

What makes for a great Help Desk?

A great helpdesk, at its simplest, should be able to organize and address a large volume of requests daily. This requires an efficient workflow and some intelligent management and software to achieve. Some of the most common features of a great Help Desk include: 

  1. Email support: Storing, organizing, and prioritizing emails sent to your generic support address and converting them into tickets for your support reps to work through.
  2. FAQs: A resource filled with answers to common questions and best practices that can help to solve issues before they are brought to your attention. 
  3. Community Forums: Some companies create forums where users and agents can answer questions and create easily accessible content around specific issues .
  4. Live chat/Chatbots: Many new Help Desk companies are focused on giving “instant” support through on-page chat boxes. Obviously, the downside of offering instant support is that you need someone manning it 24/7 (or close to it), but chatbots can help to free up this load so your agents can focus on pressing issues. 

Try to outline your own support workflow and see what features you’ll need to maintain and streamline it. Think through the different kind of support requests you’ll get: bugs, questions, technical problems, feature requests, partnership requests, etc… For each scenario map out the process of dealing with them, 

If you are in the information technology (IT) space, it is important to build a system that aligns business and IT goals. Having an IT Service Management structure in place can be invaluable. IT Service Management (ITSM) is a set of policies, processes, and procedures for managing the implementation, improvement, and support of customer-oriented IT services. Unlike other IT management practices that focus on hardware, network, or systems, ITSM aims to consistently improve IT customer service in alignment with business goals. Having an ITIL framework established is a very popular method to ensure that businesses can pick and choose operational processes that are the most relevant to their goals

 

Creating a great support system isn’t simple. But with the right Help Desk, like BOSSDesk it doesn’t have to be a headache. 

Sign up for a free demo of BOSSDesk, our award winning Help Desk On the Cloud and On-Premise

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A Help Desk is one of those tools that everyone needs but not too many people outside of support think about. But they’re not just for answering basic questions or fielding feature requests. Your Help Desk is a great tool for user retention, research, and acquisition. It’s a direct line to your customers and a fantastic opportunity for everyone in your company to learn from them.

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IT Help Desk Wows End Users With Powerful Service Catalog

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Beaufort Memorial, a not-for-profit hospital founded in 1944 is an acute care
hospital, a regional referral center and the largest medical facility between
Savannah, GA and Charleston SC. The Hospital has a 200 Bed Acute Care Facility Specializing in Orthopedic Surgery, a Large, active Emergency Room seeing 54,000 visits a year and 1,400 Employees spread across the main hospital campus and 13 satellite clinics.

Earlier the hospital work force had to enter work orders into two different
applications, one for IT services and other system for plant services which
required too many clicks and was a huge cause of user dissatisfaction. The new
hospital leadership wanted to create a solution that would improve service
delivery and user satisfaction for departments across the organization.
The BOSS Support Central On Premise ITSM solution they used for IT Help Desk was upgraded to provide a Service Catalog and ticket management solution for the entire organization. In a very short period of time and to the delight of the users and management, the new BOSS Support Central could be used to provide a wide range of services for departments including Plant Services, Bio Medical, Nursing,Pharmacy, Security, and HR.

The workforce was super impressed with the ease with which they could enter and track issues."Willard Fosberry, Director of IT Infrastructure at Beaufort Memorial Hospital.

View the webinar with Willard to learn more.

 

It became apparent that BOSS Support Central Service Catalog combined with
the automation provided by the routing engine could address all the service
requirements of the various departments at the hospital.

Benefits to the Hospital:
 One application, published on the Beaufort Hospital web page, provides
a “one stop shop” for all work requests.
 A new graphical interface that allows users to quickly browse and use
the interface.
 Took far fewer clicks to get a ticket submitted.
 The new Service Catalog was able to provide service solution options for
many departments including Plant Services, Bio Medical, Nursing,
Pharmacy, Security, and HR.
 Better tracking and a shared visibility into the work order life cycle.
The deployment of the new BOSS Support Central received instant positive
feedback from the management team and the workforce was super impressed
with the ease with which they could enter and track issues.

The Hospital has these future goals in mind on how to extend the use of BOSS Support Central even further.
 Take advantage of the BOSS Support Central Asset Management
capability to track assets

 Incorporate Preventative Maintenance and other scheduled services
into the system
 Take advantage of the BOSS Support Central Mobile application to be
used as a mobile work order tool.
Please visit www.boss-solutions.com to learn more about BOSSDesk ITSM on the Cloud and BOSS Support Central ITSM On Premise

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You know you've been in trouble a lot when you and the cop know each other by first names. True?

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Not with BOSS Solutions and the Lexington County Sheriff's Office!

Lexington County Sheriff’s Department, SC a BOSS customer implemented BOSS Support Central to improve efficiency and save time and effort in accomplishing day to day tasks. Whereas all their tasks earlier involved verbal and written communication, with BOSS Support Central they are now extremely organized and a ticket is raised for every task however big or small. It is then assigned to the people in charge and can be tracked and acted upon every step of the way.
Due to the flexibility of the BOSS solution they were able to put it to multiple uses such as submitting and tracking financial requests, equipment orders, travel requests, office supplies requests, keeping track of ID cards and Jail maintenance issues.
All this was taken care of manually earlier and requests sometimes were
lost, delayed or fell through the cracks.
With the BOSS solution, they can now log in and instantly verify the action
taken on the request. With 400 users, they are dependent on the BOSS
solution for their day to day functioning .They love that the tickets can be
accessed using their smart phones as they are always on the go. They do
not have to go back to their desks to resolve issues and can just click on the
phone# on the ticket and take care of the issue wherever they are. They are
finding new uses for the BOSS solution by fine tuning it in innovative ways
to cater to their needs.

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Considerations when choosing a new IT Service Management tool

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When it comes to deciding on a new IT Service Management solution for your organization, there’s a wide array of products to choose from. Whilst certain considerations such as size, budget and specific organizational needs will be different from one company to the next, there are some essential criteria areas that will be common among most during the ITSM tool selection process. Here, we examine the eight key elements that should to be considered during the decision making process.

1) Out of the box readiness

It’s obvious that choosing a tool that most suits your needs straight out of the box will always be more convenient to get set up and functioning compared to a tool that requires lots of early stage configuration. What is often less obvious during this stage of the selection process is checking to see if the product will require any additional software packages in order to operate as required and also deliver any specific requirements that the organization has. As well as this, considerations should be given and even tested as to the specific platforms the new product will support such as Windows operating systems, browser editions and mobile compatibilities.

2) Customization and flexibility

Many tools allow the flexibility to easily customize components of the product such as forms, fields, reports, workflows and permissions. The ability to customize these items is often a very important deciding factor when choosing a new ITSM product. Not having the ability to customize such areas of the product prevents you from being able to tailor the product to your organization’s needs now and in the future. Even if the product does allow for customization, consideration should be given as to how easily these changes can be made. Will it require a third party consultant or can the customizations be carried out by internal IT resource. Similarly, it’s important to check if future software updates will have any effect on both the customizations that have been made and on any third party integrations that work with the product such as remote desktop platforms.

3) On premise or hosted

For many organizations choosing a product that has the option of being hosted or being available via the cloud makes sense. Typically a hosted product requires little or no maintenance, has no additional cost in terms of hardware and can easily be accessed from anywhere using most web browsers. However, many organizations still prefer to keep such products hosted locally so that they can easily and securely access to the information that’s contained in its databases. The other advantage of having the data readily available is in a scenario of having to migrate the information to a different product at a later stage. As the data is hosted in your environment, it’s often easier to extract and move to a new database than it would be if the data resides in the cloud.

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