How a Good Help Desk System Can Boost Your MSP Business

How a Good Help Desk System Can Boost Your MSP Business

May 6

Some might say the help desk is the heart of IT. This is hard to argue when factoring in its ability to streamline a range of system management processes and effectively support customer needs. From optimizing task management to improving customer satisfaction, we examine the numerous ways managed service providers can benefit from help desk software.

Efficient Task Management

A good help desk system enhances customer service by simplifying the tasks in the hands of the agents who manage it. Depending on the software, task management may provide features that allow MSPs to seamlessly create and schedule tasks, assign tasks to specific agents, and share tasks between departments. By providing insight into who’s doing what, help desk software helps management better assess and distribute workloads.

Better Time Management

The sheer volume of inquiries can make for a pretty chaotic customer service environment. It’s often staff and management’s inability to keep up with the incoming stream of activity that hinders response times and leaves clients hanging on in frustration. Offering robust ticket options and detailed tracking capabilities, a reliable help desk tool will trim the time lost on back and forth banter between teammates while enabling managers to keep up with the status of each case. The time you free up is time that can be spent effectively finding resolutions to other problems.

Generating Customer Feedback

Every company wants glowing reviews. And while you can’t please everyone, even negative feedback can be useful and spun into a positive. Many help desk systems lend a huge hand in gathering this vital feedback with features that fuel the easy creation and management of customer surveys. Most allow you to deploy them on-demand in web and email formats. Some can even be set up for automatic delivery once tickets are closed out. Either way, MSPs have a means of generating valuable feedback that can be used to make adjustments based on insights from clients.

Helping Customers Help Themselves

From the user end, convenient access to self-service resources is one of the best things help desk software brings to the table. Before I shoot my web host a ticket, I run straight to their support portal to see if I can find answers to whatever questions I have. Whether you call it a knowledgebase, FAQs page, or something else, this concept of centralized, self-service information will cut down on tickets, reduce the workload for staff, and increase customer satisfaction. In 2013, research firm Forrester listed knowledge management as one of the hottest trends in customer service.

Support Solutions for the Future

A help desk system can play an integral role in your data management infrastructure. For example, an MSP can use past complaints and other information logged in the system to create a database of best practices designed to guide staff toward handling recurring issues. It also gives company leaders a better way to gauge the amount of resources that go into resolving these problems. The ability to monitor resource usage will prove handy when it comes time to plan the budget for the upcoming fiscal year.

Making the Best Impression

In the business world, perception is reality. So whatever impressions your customers have about you is the image you’re stuck with as word travels through the grapevine. Consistently delivering a decent managed service won’t mean diddly squat when they feel you’re letting them down in the support department. On the other hand, if a help desk is enabling you to quickly respond to tickets with effective resolutions, customer perception, satisfaction, and retention will improve by leaps and bounds.

Photo Credit: Saad Faruque via Flickr