The Help Desk makes initial contact between the user and customer service possible and is able to resolve specific problems and simple queries in a first interaction. When the problem is too complex to be solv at this stage, the Help Desk support creates a ticket and refers the case to a second level of attention ticket system work.
At this stage you will receive a more in-depth analysis. This level is known as Service Desk or Level 2 technical support and is attend by specializ agents.
Interaction with Help Desk support
In fact, many customers prefer it that way. According to Zendesk’s 2020 Customer Experience Trends Report , 22% of customers prefer ticket system work to find answers online without having to contact an agent.
However, when the user’s problem is more complex, it is the ideal time to demonstrate the efficiency of Help Desk support through the use of tickets .
It is very common for a customer who presents a support issue to become frustrat when they find an automat system that belgium telegram data makes it difficult to get in touch with a human agent.
According to the same Zendesk Report , 42% of customers consider an “automat system that makes it difficult to contact a human agent” to be one of the most frustrating customer service experiences.
This is the second highest indicator of frustration, along with “long wait times when interacting with an agent,” 55% , and “having to repeat the information I provide several times,” 41% .
Several important insights
can be drawn from this data about the Help Desk service . Customers initially want fast and efficient service, and they don’t mind interacting hong kong phone number with an automat system as long as they find the answers they are looking for there.
At the same time, they don’t want to repeat their query several times and be forc to use different channels to get an ticket system work agent’s attention. Their expectation of customer service is an integrat system that solves their problems quickly and efficiently .
An omnichannel ticket system makes the difference
The above data demonstrates the relevance of an omnichannel Help Desk support . When a ticketing system is omnichannel, it allows “ the help desk team to track each ticket, manage it, prioritize it, organize it, respond to it and america email list resolve it, no matter where the conversation originates” . It is the ideal situation for any customer!
It is also true for agents. A Gartner study on how employee experience influences customer success show that agent experience is just as important as customer experience, and that the two provide positive or negative feback for each other.