7 Tips to Optimize Tier 1 Help Desk Support

 

Top 7 Tips to Optimize Tier 1 Help Desk Support
Ways to Optimize Tier 1 Help Desk Support

A help desk or service desk performs the essential role of providing technical support to users of the business’ products or services. A help desk can be multi-channel, covering in-demand mediums of communication including phone, email, web-enabled apps (where tickets are raised), support forums, and can be free or chargeable. A multi-tiered system has become a best practice to optimize the functioning of the help desk.

In the multi-tier system, the functions of a help desk are organized based upon level of technical knowledge required to solve the issues. Customer or user issues are escalated to their proper hierarchal levels in order to be solved.  In the conventional system, the base was the tier 1 level of support and the apex was tier 3. These days, in many organizations, tier 0 level offers automated or self-service solutions where users can help themselves, and tier 4 involves escalation of problems to entities outside the organization, such as vendors and suppliers.

Tier 1 help desk support is the first line of support for basic customer issues. Customer information is gathered and the issue is identified based on the symptoms provided.  The desk typically handles tasks such as printer configuration, password reset, uninstalling/reinstalling software applications, verification of software and hardware, and assistance in usage of product like access to menus etc. The customer service representatives at this level have basic understanding of the product or service; therefore, escalation of problem is one of critical functions of this desk. Nevertheless, tier 1 help desk aims for the resolution of 70%-80% of user problems and forms an indispensable part of the system.

7 Tips to Optimize Tier 1 Help Desk Support

An efficiently functioning tier 1 help desk or service desk is an integral part of any growing business, since it provides swift resolution of majority of customer complaints and prevents the tier 2 help desk from work overload. While the development of a smart tier 1 help desk requires constant time and effort, there are certain proven strategies which when implemented bring a positive change in delivery of services.

  1. Provide Sufficient Knowledge about Product/ Service:

    Tier 1 help desk personnel need to be well-versed with the products/services.  This can be done by imparting complete knowledge and proper training about these offerings. With this knowledge, personnel will be able to gain a proper understanding of customer problems, accurately judge the level of problem, and be able to take the corrective step in minimized time, thereby delivering cost efficiency to the company.

  2. Amiable in Response:

    The value given to customer service by an organization can only be displayed through the manner of response of help desk personnel. Hence, these executives need to make the customer comfortable, listen to his or her problem attentively and communicate in an assuring manner.  For example, in a telephone-based tier 1 help desk, the first words expressed by desk personnel are very crucial. The personnel should answer the call in a courteous and caring manner.  It is essential that the customer feels that help desk personnel understand the difficulty being faced, and that they are working towards its quick resolution. The user should feel satisfied with the responsiveness, rather than feeling like being on a conveyor belt where the product gets pushed from one station to another.

  3. Explaining the Process to Customer:

    While it is important to work on customer issues with urgency, it is also important to communicate the process of resolution to the user. A customer does not have any knowledge about the underlying process and this could result in anxiety and frustration. Thus, it becomes important for the tier 1 help desk representative to describe the various steps being taken and the purpose behind them. The customer will appreciate the effort in communication.

  4. Capture Complete Information:

    It is important that the help desk representative asks and notes down all relevant information correctly. There should be zero communication error between customer and representative. Important information, such as company or department name, number of times the issue has occurred, number of calls, part numbers, and serial number of products, should be entered into the system with accuracy. Any negligence in this task can have a negative impact on service quality and customer satisfaction.

  5. Escalate Issue with Information:

    While it is true that tier 1 help desks are for providing basic resolution services and escalation of issue is necessary, the procedure of escalation also deserves equal attention. In many cases where relevant information is not communicated to or accessible by the next higher level of support, the customer may be forced to repeat the same conversation with another executive. Hence, for any business that values its customer, it is important that it puts in every effort to placate the troubled customer and ensures that the internal processes are not a cause of stress or dissatisfaction.

  6. Make Information Accessible and Reusable:

    All the information that the tier 1 help desk captures should be stored in a way that is easily accessible and reusable. This can help in quick resolution of repeated complaints.

  7. Plan for Scalability:

    In the case of a technology company that has released a new product in the market, it is possible that the number of customers contacting the help desk will drastically increase just after the launch and any marketing promotion. The tier 1 support must be capable of managing this spike in volumes, without keeping callers on hold for long or delaying response.

In conclusion, the tier 1 help desk forms the base of technical support services provided by the company and helps to resolve majority of customer complaints and issues. A vigilant and consistent approach towards improving the aspects of its functioning will  result not only in higher customer satisfaction, but also their loyalty to the brand.

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For more information on how Invensis Technologies will effectively manage your Help Desk requirement through our Contact Center Outsourcing Services, please contact our team on US +1-302-261-9036; UK +44-203-411-0183; AUS +61-3-8820-5183; IND +91-80-4115-5233; or write to us at sales {at} invensis {dot} net

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