A help desk is arguably one of the most important tools for managing the customer service in a company. It’s a platform that allows agents to communicate with each other as well as receive and resolve support tickets. It’s a must-have for companies who want to provide fast, reliable and high-quality support to their customers.
There are some common issues that occur in help desk software e.g poor user handling or technical difficulties. Such problems in a company’s help desk will reduce the performance of agents and also negatively impact the customer’s experience. In this article, we’ll explore common help desk issues and how to solve them.
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6 common help desk problems
Here, we’ll discuss a few problems that most help desk software are likely to have and how they can damage the customer’s experience with your business.
1. Poor user experience (UX).
Some helpdesk systems are poorly developed and this would definitely affect the user experience. Members of the service team would encounter several difficulties when using an unreliable helpdesk software. Some UX issues can include password problems, complicated navigation within the system, poorly designed interface, lack of agent communication tools, etc.
2. Poor customer experience (CX).
When the helpdesk is not functioning properly, you can expect to see certain features become redundant. This means that certain processes won’t be as smooth as usual. There might be longer call wait times or dropped calls and query tickets may end up getting lost in the system. As a result, customers may find it difficult to contact the help desk and agents will be unable to see what the last communication with the customer was.
3. Manual tasks.
Another helpdesk problem is the issue of completing several tasks manually. They can be quite repetitive and will typically take up a lot of time. For example, support agents have to update customer data, sort query tickets and escalate queries to relevant people. It’s a series of tedious activities that tends to reduce the amount of attention spent on customer issues.
4. Limited integration with other applications.
There are many software applications that are helpful to businesses. Many helpdesk systems do not offer seamless integration with these popular apps. In such cases, customer support agents may have to jump between multiple systems to find information. It’s quite an inefficient process that would typically result in slower response times and delays in resolving queries.
5. Inefficient workflow.
A helpdesk software should have a structured workflow that allow queries to be accounted for and assigned to available agents. But this isn’t always the case. Some helpdesk may hold up incoming tickets before directing them to agents. It’s also possible for unanswered queries to “fall through the cracks” as agents miss or forget about them. This often results in customers complaining about not receiving any response at all.
6. Lack of reporting capabilities.
It’s important to keep track of the total number of incoming tickets and how many of them were resolved. But some help desks do not have an analytical dashboard or any form of reporting feature. So team managers are unable to pull detailed reports on customer service and agent performance stats. As a result, they can’t determine where their strengths and weaknesses lie, so they can take timeous steps to improve things.
How to fix these common help desk problems
Help desk problems reduce customer service quality, leave customers unsatisfied and negatively affects the amount of sales and revenue being generated. Here are some ways to help you fix helpdesk problems.
● Upgrade to a help desk system that includes an intuitive ticketing system.
If your helpdesk is causing trouble for your business, you should consider switching to a different provider. It’s possible that your helpdesk may be fixed with a couple of tweaks. But that’s a temporary solution that doesn’t actually take the problems away. The best way is to choose a helpdesk ticketing system that manages customer tickets efficiently, gives room for automation, and provides integration with several business apps.
● Use a ticketing system to automate tasks and improve customer service
You should know that customer service expectations have changed over time. People seek omni-channel support, rapid response, and self-service options. It’s very difficult to improve performance with outdated or inefficient helpdesk software. With a helpdesk ticketing system, you can manage and track customer issues so many tickets won’t end up missing or unanswered. You get to automate most repetitive tasks and free up time.
Conclusion
Most helpdesk software problems are dependent on the features and capabilities available in the system. Not all helpdesks can enable automation or optimize workflows. So you should invest in a good helpdesk ticketing system that provides the necessary tools. This will help to boost agent productivity, improve customer satisfaction rates, and retain customers more easily.
