An effective help desk is an essential part of any IT organization and is primarily aimed at providing first contact resolution as quickly and efficiently as possible. The advantages of an optimized helpdesk are:
Client satisfaction:
A good help desk improves customer satisfaction if they are actively responsive, constantly assist users, and do their utmost to provide technical support. This supports the company's objectives and facilitates the growth of its activities by increasing the number of returning customers.
Improving product quality:
The helpdesk is the first place to record customer complaints, issues and problems. The helpdesk should not only try to resolve these issues, but it is also responsible for monitoring all complaints, the type and level of recurrence; they also intensify the summary of product problems and gaps for the development team. Therefore, the helpdesk is the main source of feedback for the development team who, by acting on these reports, can update and improve the product.
Productivity improvement:
In addition to registering complaints, the helpdesk also manages and resolves complaints. Using various procedures such as ticketing or the labeling system, they efficiently manage and direct complaints to the desired resolution centers. This brings clarity, avoids confusion in the workplace and also reduces the time it takes to resolve the problem. All of these factors increase uptime and efficiency and lead to higher productivity.
Cost reduction:
The implementation of a process or procedure is only worthwhile if it translates into long-term savings for the company. Running a help desk requires human resources, software and hardware with substantial additional costs. However, these explicit costs are offset by the higher implicit return through better productivity, better product quality, customer satisfaction, etc.
Also read : help desk outsourcing
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