Improving the Customer Experience — Part 2 of 3

By - April 18, 2017

Improving the customer experience part 2:  Making your Help Desk a One-Stop Shop

Do your customers ever complain they can’t get through to anyone at your organization when they have a question or a problem?  Or maybe they’re not sure who to reach out to, so they send requests to multiple departments or individuals.  Most Help Desk managers know how frustrating it can be to spend time researching an issue and replying back to the customer only to find out that someone else from your firm has already answered their question.  To provide customers with easy access to your firm’s resources, make your Help Desk a One-Stop shop.  Having a central point of contact for your customers’ requests is the most efficient and cost effective way to provide excellent service that will avoid the pitfalls of lost opportunities and dissatisfied customers.  Here are some things to consider in making your Help Desk a One-Stop-Shop.

  1. Make it easy. Provide customers with the contact information for your support desk including phone numbers, email address, and your customer incident tracking portal.  This information should be visible in all customer communications and customers should be encouraged to use these tools to receive assistance.  Your contact information should be made available in customer handbooks, email signatures, and on your company’s website.
  2. Implement and practice Total Contact Ownership. Total Contact Ownership is the practice of taking complete ownership and accountability of a customer’s request.  It is built upon the premise that the Help Desk will continue to address a customer’s request and follow up until the issue or question is resolved to the customer’s satisfaction.  Embracing a culture of Total Contact Ownership promotes exceptional customer care and will build long-lasting customer relationships.
  3. Develop a system to triage, categorize, and route requests. Create a system that allows your Help Desk team a method to quickly triage and prioritize incoming requests, categorize the question or problem, and then route the issue to the appropriate resource.  Make sure that your system allows for the separation of true technical support related requests and requests for sales, training, or other projects.   Once you’ve routed the request to the appropriate resource, make sure you have a method for following up and closing the issue in accordance with the Total Contact Ownership policy.
  4. Create a Customer Resource Center.  Move beyond the traditional Help Desk “Break and Fix” mentality to that of a Customer Resource Center.  Your Customer Resource Center is the Go-To place for all of your customer’s needs.  When your customer has a question or a problem, they don’t want to have to go searching for a previous contact.  They may not fully understand the problem and how to find the right resource.  Transitioning from Help Desk to Resource Center allows customers easy access to your firm’s resources and a One-Stop-Shop to find solutions to their business problems.

The RSM Help Desk is your One-Stop-Shop for all of your Dynamics GP business solutions.  We offer access to Certified Microsoft Professionals, help desk and phone support, knowledge and experience with third party products and dedicated account management.  Please contact our professionals for more information at erp@rsmus.com or by phone at 855.437.7202.

by Nancy Hogan for RSM

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