How do you use help desk to support remote and hybrid work models?

1 Choose the right help desk software

Choosing the right help desk software is an important first step. You should look for features such as cloud-based or web-based deployment, multi-channel support, automation and integration, and reporting and analytics. Cloud-based deployment allows you to access your help desk from anywhere on any device. Multi-channel support lets you interact with customers and employees through multiple methods, including email, phone, chat, social media, or self-service portals. Automation and integration can save time and resources by automating tasks, workflows, and notifications, while also integrating with other tools and platforms. Reporting and analytics can help you monitor performance, identify issues, and improve service quality and customer satisfaction.

2 Train your help desk team

The next step is to train your help desk team on how to use the help desk software and how to provide excellent service to your remote and hybrid customers and employees. To do this, you should provide clear and consistent guidelines and policies for your help desk team, such as how to handle different types of tickets, how to escalate issues, and how to communicate with customers and employees. Additionally, regular training sessions and workshops should be conducted to familiarize your help desk team with the help desk software features and functions, as well as update them on any changes or new developments. Furthermore, it is important to encourage feedback and collaboration among your help desk team, while providing them with the necessary tools and resources to support each other and share knowledge and best practices.

4 Communicate effectively with your customers and employees

The fourth step is to communicate effectively with your customers and employees, and to build trust and rapport with them. You should select the appropriate channel and tone for your communication based on the situation, the customer's or employee's preference, and the help desk software capabilities. Acknowledge and empathize with your customer's or employee's problem, providing clear and concise information and instructions on how to solve it. Additionally, follow up and follow through with your customer or employee until the issue is resolved, confirming their satisfaction and feedback. Finally, thank your customer or employee for their patience and cooperation, letting them know how to reach you again if they need further assistance.

5 Leverage self-service options

The fifth step is to leverage self-service options to empower customers and employees to find answers and solutions to their common or simple issues, without relying on help desk teams. To do this, create and maintain a comprehensive and user-friendly knowledge base or FAQ section on your website or help desk portal, with articles, guides, videos, or tutorials on how to use your products or services, or how to troubleshoot common issues. Additionally, enable chatbots or virtual assistants on your website or help desk portal, providing automated responses or suggestions to queries, or directing them to the relevant resources or agents. Finally, encourage customers or employees to use self-service options as the first point of contact and provide feedback on their experience and effectiveness.

6 Measure and improve your help desk performance

The sixth step in optimizing your help desk performance is to measure and improve it. Utilize the reporting and analytics features of your help desk software to generate and review reports on your help desk metrics, such as ticket volume, resolution time, first response time, customer satisfaction, employee satisfaction, etc. Check for any gaps, bottlenecks, or challenges in your help desk processes and workflows and take corrective actions or improvements. Lastly, recognize and reward your help desk team for their achievements and contributions and provide them with feedback and coaching for their development and growth.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?