The last decade has seen constant and rapid change in the technology environment. New technologies are being invented, while consumer demands and expectations are constantly rising. This change is not short of challenges, and users are constantly facing challenges and frustrations when operating on their equipment. The importance of constant improvement by the IT companies cannot be overstated.
In response to this need, companies have adopted the concept of help desks or customer service desks. Help centers are set up by companies to help respond to inevitable changes by providing help when required by the clients. However, these help desks have not been given the seriousness they deserve. Ill-informed personnel, who have inadequate information to help the end-users, man most of these desks. In addition, the desk helps are understaffed making it almost impossible for them to respond efficiently to numerous queries and complains by the consumers. It is important to note that poor help services eventually tires the customers. This may force them to stop using the companies’ product and services. Despite this looming disaster, companies can provide efficient and timely help to the technology users by adopting various strategies.
It should the aim of every company to have at its disposal a topnotch customer service desk. It is the contact centre for any company. The help centers must be proactive to ensure that it is at par with business objectives and changing times. In a greater extend, they contribute to the profitability of the company. This is where the customers interact with the company; therefore, it must strive to achieve high degree of customer satisfaction. The company should adopt web-enabled multi-channels interactions in its efforts to improve the efficiency of help desks. The combination of this strategy and automated email response increases significantly the operating margins of most companies.