How Helpful is Your Helpdesk?

Although advancements in technology from AI to Blockchain are moving at warp speed, we still haven’t created an intricate system with the ability to predict what’s going to happen at 1:14 p.m. on a typical Thursday during business hours. 

The un-predictableness can make work fun.

Having an unexpected, meaningful interaction with a customer or finding out the campaign you launched last week exceeded expectations adds fulfillment to the job.  

On the other hand, there are business day events that an extra heads up can be an advantage, like in the instance of a leaky pipe, when your outside signage stops lighting up or your Internet goes down.

This is where helpdesks can make a significant impact, especially when it comes to your tech and multimedia requirements. Is your current IT helpdesk agile and aggressive enough to find solutions without causing a scene? Obtaining or lacking the following three traits makes your support team helpful or hurtful.

Well-Educated.

Not all helpdesk-hiring requirements are set at a high standard. Instead of selecting technicians with years of related experience and certifications, businesses may opt for candidates with a solid customer service background but are missing strong tech backgrounds.

A great helpdesk will:  

- Use installers to provide helpdesk support, so they fully understand your brand’s specific technical goals and challenges as well as your store’s unique setup to best fix an issue
- Take a proactive approach to tech update deployment and monitor your systems daily

Available.

Response time is everything these days. If not addressed quickly, tech setbacks can have a noticeable ripple effect that drains time and resources. An IT and multimedia helpdesk should be flexible to businesses’ various communication preferences, meaning they respond to texts, emails, calls and even FaceTime to deliver answers for optimal performance.

A great helpdesk will:

- Respond to a customer in 10 minutes or less

- Will be at your service on weekends, evenings and holidays  

Keep It Real.

While chatbots are effective when answering quick, instruction-based solutions, their pre-programmed script of problems and responses don’t always account for every obstacle a customer may face. People understand empathy and urgency of unique issues that robots don’t have the capacity to grasp.

A great helpdesk will:

- Operate a helpdesk with a trained and primarily human-based team
- Don’t require that employees respond to customers only through scripted answers
                 

If this doesn’t sound like the helpdesk you’re working with, give WIRED National a call today for a free quote. Capitalizing on all of the three of the points above, we take pride in our 24/7 support service. Connect with WIRED at info@wiredtelcom.com or 315-326-0001.