Managing a tech support help desk can sometimes be frustrating; this is magnified when customers leave unhappy, despite your best efforts to solve their issues. There are a number of best practices you can apply to your daily processes that ensure that customer satisfaction is maximized. This has a positive effect for tech support team morale, making your working life easier, more enjoyable, and ultimately helping to eliminate your daily frustrations.
Here are eight ways to make sure that your customers feel loved.
Respond to requests promptly and politely
When receiving a support request, polite acknowledgment should be your priority. Even with your increasing workloads and stress, letting a customer know that their issue is in hand will set a positive tone for the entire case.
First impressions count, and starting correspondence on the right note can make a massive difference in a customer’s overall satisfaction, even if the case takes longer than planned. Keep your customer in the loop, every step of the way.
Be transparent in your course of action
It can be frustrating for your customers if they feel as though they are being read a script, or pushed through a set course of actions that they do not believe will help. When choosing your course of action, be transparent and explain why you believe this will help to solve their issue. Keeping your clients informed will help them to feel involved in the resolution of their issue, keeping them feeling loved as you progress through the case.
Write comprehensive support ticket notes
Be extremely clear and comprehensive in your note taking when working on a case. This will help your colleagues if they take over as well as being very useful if you have to revisit a similar case at a later date.
Check your customer’s previous support tickets
Expanding on the above point of comprehensive notes, make sure to revisit previous support tickets when a customer has an issue. There is a high chance that this issue may have happened before, and comprehensively written notes on your course of action will help you to solve the case much quicker than trying to work out the issue again from scratch.
When required, delegate and escalate!
Don’t let pride get in the way of a quick case resolution. If you’re struggling with a particular task on your own, recruit your colleagues to help. Should you not possess the knowledge to fix a customer’s specific issue, forward it on to someone who will. It is in everyone’s interest to keep the resolution of cases as quick and efficient as possible; use your team resource to facilitate this.
Take ownership of the case
Honesty, transparency, and ownership are the greatest tools in your arsenal for keeping your customers happy, even if the case doesn’t go as planned. Keeping a customer informed at every stage of the job proves to them that you are doing everything in your power to get their case resolved, even when it takes longer than anticipated.
By taking ownership of the case when things go wrong, you are again showing your customers that you care a great deal about their particular issue. Unfortunately cases aren’t always simple to resolve, but by taking personal responsibility for their resolution, you are reassuring your customers that they are important to you.
The above fundamentals are just some of the ways that you can improve tech support customer satisfaction. A happy pool of customers justifies the excellent and dedicated work you complete on a day-to-day basis.
What tips do you have for improving the relationship between help desks and clients? We’d love to hear them; get in touch on Twitter or Facebook!