Post by account_disabled on Feb 22, 2024 1:16:09 GMT -6
Do you know what Help Desk is? It came to revolutionize customer service , which long ago left the traditional perspective focused on specific channels and began to be much more integrated and personalized for companies that want to gain space and remain in the market. It was time to put an end to the idea that consumers needed to go to a brand in a physical store to be served. With the Help Desk, service is provided online, through several integrated channels , from an omnichannel perspective . This way, the consumer can contact the company at any time and from different devices. Over the next topics, you will understand what Help Desk is, how it came about, what it represents for the information technology sector, what is the difference between it and the Service Desk, what are its formats and its main benefits . In addition, we will also talk about the profile of the Help Desk professional and how to choose a suitable platform. Continue reading! What is Help Desk? The literal translation of the expression “Help Desk” is “ help desk ”, which may seem confusing. But it's not difficult to understand what Help Desk is, stay tuned.
Help desk is a customer service service , initially widely used in the information technology (IT) sector, but which has expanded to the most diverse areas in companies of all sizes and segments. Its main feature is the centralization of service requests on a single virtual platform . It works with service automation, allowing much more control on the part of managers and less likelihood of human errors . Already Lebanon Mobile Number List a Help Desk system is software that centralizes your company's calls in one place, which makes it easier to manage requests. Furthermore, a good Help Desk system also classifies services by priority level. . This way, what is most urgent will be resolved more quickly. The Help Desk system puts an end to this story of customer service only via email or telephone, as it is an exclusive platform for this and offers many other channels , even via an app on your cell phone. During the Covid-19 pandemic, these systems gained even greater importance within companies and continue to evolve in terms of functionality and efficiency.
If at first Help Desk platforms only centralized requests, now they are also capable of integrating the information gathered from interactions across different channels. This means that a customer does not need to explain what their demand is again when contacting the company for the second time. Even if this second contact is made through a different channel, with a good Help Desk platform, you will be able to implement omnichannel service, improving the customer experience . Do you understand what Help Desk is? So let's see now how it came about! How did the Help Desk come about? In the past, this type of customer service (SAC) worked as follows: The customer called the call center (focused only on the telephone), the attendant answered and recorded the complaint and user data on an internal network. Then, the attendant sought to resolve the customer's issue and then communicated with him again over the phone. With the Internet boom , this type of service really needed to be updated, didn't it? The Internet is much faster than calls and makes transactions much more dynamic.
Help desk is a customer service service , initially widely used in the information technology (IT) sector, but which has expanded to the most diverse areas in companies of all sizes and segments. Its main feature is the centralization of service requests on a single virtual platform . It works with service automation, allowing much more control on the part of managers and less likelihood of human errors . Already Lebanon Mobile Number List a Help Desk system is software that centralizes your company's calls in one place, which makes it easier to manage requests. Furthermore, a good Help Desk system also classifies services by priority level. . This way, what is most urgent will be resolved more quickly. The Help Desk system puts an end to this story of customer service only via email or telephone, as it is an exclusive platform for this and offers many other channels , even via an app on your cell phone. During the Covid-19 pandemic, these systems gained even greater importance within companies and continue to evolve in terms of functionality and efficiency.
If at first Help Desk platforms only centralized requests, now they are also capable of integrating the information gathered from interactions across different channels. This means that a customer does not need to explain what their demand is again when contacting the company for the second time. Even if this second contact is made through a different channel, with a good Help Desk platform, you will be able to implement omnichannel service, improving the customer experience . Do you understand what Help Desk is? So let's see now how it came about! How did the Help Desk come about? In the past, this type of customer service (SAC) worked as follows: The customer called the call center (focused only on the telephone), the attendant answered and recorded the complaint and user data on an internal network. Then, the attendant sought to resolve the customer's issue and then communicated with him again over the phone. With the Internet boom , this type of service really needed to be updated, didn't it? The Internet is much faster than calls and makes transactions much more dynamic.