A new white paper from LogMeIn suggests that following five steps to develop a better support desk will help organizations improve customer experience.
The first step is keeping costs down while maintaining efficiency is essential, the research says. So customer service agents have to have the technologies that enable them to provide personalized service to customers contacting the service desk via a wide variety of devices. So the customer service agent needs to be able to view the users’ Internet-enabled device so he or she can more easily diagnose issues, after which the solution(s) can be automated for future customers with similar problems.
“The importance of empowering agents to create one-to-one customer experience while supporting multiple clients is at an all-time high,” the paper says.
Secondly, the agents should have a central tool from which they can locate solutions rather than hopping from device to device, which wastes valuable time for agents and frustrates customers. So help desk systems should integrate seamlessly with ticketing systems and customer relationship management systems to minimize and transferring of calls and repetition of information.
“Whether it’s a knowledge base or FAQs (frequently asked questions), the essential info should always be at hand,” the paper says.
The support desk must also be able to interact with the increasing variety of customer channels. While customers continue to opt for the Internet over the telephone, even online there are various preferred methods of communication.
The paper cited a 2009 Forrester Research study that found that one fifth of Gen X and Gen Y customers engage in online chat. A more recent Customer Contact survey found that older consumers are seeking a combination of online chat and e-mail communications. Others prefer social media to e-mail. The importance of mobile communication is also continuing to grow. So the support desk must be able to communicate via Web chat, Web links, SMS, social media and the telephone.
“Deliver a ‘wow’ experience, no matter what the question,” LogMeIn recommends. The companies that provide the best support are those that “recognize resolving customer questions or issues leads to greater satisfaction and loyalty.” This might include supporting a third-party device to provide exceptional customer service.
Finally, LogMeIn recommends that companies deploy Software-as-a-Service based solutions for their support desks. Citing a 2010 Forrester poll, LogMeIn says SaaS offers lower implementation costs, lower ongoing costs, faster delivery of new services and functions from providers, faster time to market and better support for mobile and remote users, suppliers and partners.