Next to employees, technology is the lifeline to providing a superior customer experience for businesses operating in any industry. Pause for a minute and think of the multitude of ways technology impacts the customer experience: online reservation systems, business website, social media, mobile apps, and in-room services like WiFi, just to name a few. Now think a moment about what is important with the customer experience: consistency, reliability,
ease-of-use, convenience.
But what happens to the customer experience when technology isn’t working like it should?
Here are a few eye-opening statistics:
- 75% of consumers have bailed on a transaction because of poor customer service.
- A typical business only hears from 4% of its unsatisfied customers.
- It takes 12 positive experiences to make up for one unresolved negative experience.
- News of a bad experience reaches twice as many people than news of a great experience.
With numbers like these, businesses can’t afford technology downtime or hiccups in their online services and programs. But in the event something does happen, how you handle it deeply affects the customer experience. It’s why an IT help desk has become so important.
A help desk is a resource for customers and employees when technology isn’t working, and also a great way for businesses to learn more about their customers. When something goes wrong or is not working properly, today’s consumers want a resolution and they want it fast. For a customer service team, there may be other situations or factors that impact how quickly they can attend to an IT issue for a customer. Here’s a look at how outsourcing an IT help desk can help enhance the customer experience and how it will help your business.
1. A help desk provides a knowledgeable, single-point-of-contact, 24/7/365.
When the help desk program is implemented properly, customers are connected with a help desk representative who mirrors the level of service your own employees provide. They understand that frustrations are high, and they are trained to show empathy and courtesy, and provide a quick resolution.
And here’s what 24/7/365 really means… It means the help desk team is available when your team cannot be, such as in times of emergency, inclement weather, peak business hours, or system downtime.
The help desk team is also a key resource for your staff. When they have an issue with anything IT, the help desk is ready to assist.
2. Help desks capture data for use with continuous service improvement.
A help desk provides the opportunity for candid, one-on-one discussions with the very people who are using your services. In addition to solving IT problems, help desk representatives can capture other data and feedback related to the overall customer experience. Help desk representatives can ask customers what other IT services they find valuable. You can use this information when planning your long-term IT investments and to stay ahead of competition.
3. Help desks enhance the customer experience while you focus on your core business.
As an extension of the services you already offer, a help desk brings the customer experience to a new level without taking away from the important roles your customer service team is already doing. Additionally, you gain the benefit of having a technology expert on your team who keeps up-to-date on changes with the technology you are using.
4. Help desks can be activated for natural disasters and crisis recovery.
When an emergency strikes, whether a natural disaster or system downtime, an offsite Help Desk can serve as calming voice for clients. As a valuable member of the disaster recovery team, they can assist customers with important information and help keep the business up and running.
Are you struggling with the resources and logistics of offering or delivering 24/7/365 IT support to your clients? Key Services offers customizable help desk solutions with a Global Service Desk based in the U.S. to keep your customer experience the best it can be. Give us a call at 336-768-4400.