A Tele-helpdesk is an investment intended to provide the customer or end user with information and support related to a company's products and services. This can be for a prospective or an existing customer. The purpose of a helpdesk is usually to troubleshoot problems or provide guidance about products. Company’s usually provide helpdesk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email.
When it comes to successful customer service, it’s crucial to have an effective helpdesk that goes above and beyond the competition. It becomes even extremely important in case of online businesses as that is their only touchpoint. The following are some of the Helpdesk/Call centre support best practices that can be used when evaluating what a company is doing as well as what it should be doing.
Apart from the above best practices, it is equally important that the helpdesk displays right call etiquettes during their interaction with the customer. Some of the etiquettes includes:
- Opening with a greeting
- Usage of customer’s preferred language
- Clarity in voice
- Usage of positive tone
- Ability to understand the query
- Empathy with the customer
- Ensuring problem resolution
- Providing adequate follow-ups
- Proper call closing
Thus, by evaluating the customer care executive on above parameters, companies can measure the quality of their helpdesk & can take effective steps to improve the same. Effective and respectful communication with your customers translates into better sales and better relationships and hence more repeat customers.