Connect with your Customers, Prospects, Vendors, and Partners
In today’s online world, your staff will connect with your customers, prospects, vendors and partners both virtually and in person. They use tools such as email, voice mail, online forms, chat, video conferencing, invoicing and other applications. Your staff may be local, virtual and/or hybrid, where they will need to collaborate to get their work done. The expectation is that there is a consistency in the quality of the service that you offer across those channels.
What is a Service Desk
Service Desk is a common term used to define a central point for questions, requests, or issue. A well-designed service desk makes getting help simple and keeps everyone in the loop. It starts with thinking about the people who will use it.
The key is to create a Service Desk that is simple to navigate. Your service desk should have a clean, user-friendly portal where people can easily find what they need:
- Need Help? This is for when something is broken or not working as it should. Your customer can describe the issue, and the service desk creates a “ticket” that your team will then answer
- Have a Question? This is for general inquiries. Instead of sending an email that might get lost, they can post their question directly, and the right expert will get back to them.
- Want to Request Something? This is for when someone needs a new item, like placing an order for a product, submitting a request for quotation, or a specific marketing brochure. This choice ensures all requests are properly tracked and approved.
When a request comes in, it’s automatically sent to the right person or department. This prevents delays and makes sure that a tech expert doesn’t get a sales question, for example. The system also sends updates, so the person who submitted the request always knows what’s happening.
Finally, a service desk also provides a library of answers. By creating a “knowledge base,” you provide articles and guides for common questions.This not only empowers people to help themselves but also frees up your team to focus on more complex issues. The result is a smoother, more efficient experience for everyone.