An efficient help desk is an
indispensable part of any IT organization, and its main objective is to provide
a first contact resolution as quickly and efficiently as possible. The
advantages of optimized technical support are:
Customer satisfaction:
Excellent technical support improves
customer satisfaction by actively responding, always helping users, and doing
everything possible to provide professional support services. This supports the
company's goals and facilitates the growth of its business, increasing the
number of loyal customers.
Improving product quality:
Technical support is the first place to
record customer complaints, issues, and problems. Technical support should not
only try to resolve these issues, but it is also responsible for tracking all charges,
their type, and level of recurrence; Also, they pass on the summary of product
problems and shortcomings to the development team. Therefore, technical support
is the primary source of feedback for the development team who, acting on these
reports, can update and improve the product.
Higher productivity:
In addition to registering complaints,
technical support also performs management and resolution of claims. Using
various procedures, such as the labeling system or the labeling of applications,
they effectively manage and direct complaints to the desired resolution
centers. This brings clarity, avoids confusion in the workplace, and also
reduces the time it takes to resolve the problem. All of these factors increase
uptime and efficiency and lead to increased productivity.
Costs reduction:
Any process or procedure is only worth
implementing if it translates into long-term savings for the business. Running
technical support requires human resources, software, and hardware, resulting
in additional costs. However, these explicit costs are offset by higher
performance implied by higher productivity, more top product quality, customer
satisfaction, etc. saves post-launch research and wastes skilled members on
low-productivity tasks. Any process or procedure is only worth implementing if
it translates into long-term savings for the business. Running technical
support requires human resources, software, and hardware, resulting in
additional costs. However, these explicit costs are offset by higher performance
implied by higher productivity, more top product quality, customer
satisfaction, etc. saves post-launch research and wastes skilled members on
low-productivity tasks.
