3 ways to improve your helpdesk customer experience

The customer experience is important to service desks which want to remain a crucial business asset.  Here’s why your service desk customers customer service isn’t up to scratch - and how to quickly improve it.

Metrics and incentives
Many service desks only pay lip service to the customer experience.  You can drum into your staff the importance of customers, but if you only look at the efficiency-based targets, they will prioritise the latter.  

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If you target staff to close calls in a certain timeframe, you are encouraging speed, not quality.  Yes, all service desks must be mindful of their response times, but the key to improving customer service is making sure measures such as customer satisfaction and NetPromotor are given equal billing alongside efficiency metrics.

Try this simple exercise: look at the numbers you target service desk staff against and categorise them either as “efficiency” or “service”.  If the former heavily outweighs the latter, you will find quality is always secondary.    

Improve system speed
How many times have you dialled a contact centre to be greeted with these dreaded words: “I’m just waiting for the system to load”.  Slow, antiquated service desk software is a major barrier to the helpdesk customer experience.  Not only does it frustrate the customer by wasting their time, it also breaks the flow of the conversation, making it harder for your analysts to build rapport. 

Ask your service desk teams if they ever encounter the “slow system” problem and to estimate how much time they waste on each call waiting.  It might only be 10 seconds, but multiply that number by 100s of calls to understand the amount of time you are wasting, and how bad the customer experience must be.

This is why we’ve worked so hard to made Richmond ServiceDesk so fast and feature-packed compared to other service desk software solutions.  Slow systems cripple productivity and ruin the customer experience.  

Stop and listen
We structure our support calls, logging all the necessary customer and asset details to ensure our records are complete and accurate.  The problem is that in their eagerness to follow a process to record all the necessary data, service desk often make the process far too long for customers.  This is frustrating if the customer has a simple question that can be answered in a sentence or two. 

Make sure your service desk staff start every call by asking a question and LISTEN early in the process to see if they can resolve the issue swiftly.  Customers are happy to run through the formalities if they already know the problem has been solved.