How to Improve IT Help Desk Service?

Document complicated problems

If your service team received one of the complicated issues that required more than one agent's attention and was sent to another agent to find a solution, document it. With every fifth ticket there is a chance that repetitive problems in the past will be solved. In such cases, this documentation can be helpful. Because this time you don't have to hand over the ticket to solve it, but use the document to solve it immediately.

Build knowledge base

A strong knowledge base with training videos, recordings of product webinars, tutorials or videos and expert articles can be beneficial for a customer if the agents are not nearby. It is a true fact that agents cannot be around the clock. However, customer problems always arise. In such cases, customers can get help from the knowledge base and try to understand whether the catalog material can solve their problems. The knowledge database is like a self-service portal that is easily accessible for both agents and customers and can be used by everyone.

Track tickets from end to end

It is recommended to document the status and all communication of a ticket so that others can understand the problem for a moment. To get complete transparency about when the ticket was issued, first response, call or email interaction, ticket resolved data and feedback questions. Another reason why full transparency is useful is that any other agent can intervene and still understand what has been done or not if the original ticket holder cannot find a solution. Customers should receive regular ticket status updates and agents should keep track of ticket progress.

Learn more about the product

Product knowledge is always an advantage and can be used in difficult situations. Service personnel often rely on product managers to answer few questions, and they waste time here. Solving tickets quickly means for your customers and complete knowledge of the product eliminates the addiction. Understand the features, use the product / service, and get insights from the developers - these will help you understand the product / service better.

Also read : it support centers