What is service desk and what is it for?
Posted: Sat Dec 07, 2024 10:16 am
Companies currently invest 62% of their efforts in getting to know their customers better and understanding their expectations regarding support services. Customers, for their part, seek personalized attention, to the point of basing their purchasing decisions on it.
In turn, many customers migrate to other companies if the customer service does not meet their expectations. How can you improve your customers' experience? Do you know what a service desk is and what its functions are ?
Service desk and help desk are tools that can help you build customer loyalty and increase your sales.
When your customers' questions 2024 updated greenland business email list or problems require specialized attention, the service desk will provide the necessary help to resolve any issue efficiently in the shortest possible time. In this post we explain how a service desk works, what its differences are with a help desk , and how this tool can do wonders for your customer service.
How does a service desk work?
The service desk is a multifunctional support system that includes technical and commercial services. Its functions serve to provide support to customers and organize the company's internal processes (support requests generated within organizations). Below we explain the main functions of the service desk.
If we consider the service desk as a big tree, we can think of its functions as the branches:
Offering support : The service desk is a support system that has different access points; either physical (help kiosks in stores) or virtual (chatbot, messages on social networks, etc.). Through this service, customers or users can make support requests.
If you want to learn more about aspects related to technical support, we recommend reading: Definition of technical support: knowing and putting it into practice .
Centralize information : integrate useful data about customers, products, stock and even production in a single interface. This prevents customers from getting frustrated when they talk to different agents and they do not have the information or history of the case.
Organize communication channels : allows you to integrate various communication channels (such as email, phone, social media and chat) without disrupting the service process. It also addresses specific employee requests via chat.
Receiving and distributing requests : A ticketing system manages the service desk team's tasks and sets priority parameters. As a result, teams become more productive and efficient.
Measuring and evaluating performance : One of the most attractive features of the service desk tool is analysis. Metrics provide data on the actions of each sector and evaluate compliance with deadlines and goals, for example.
A thorough analysis can reveal trends in customer preferences and most frequent requests, allowing for future actions and business strategies to be established.
Only 14% of companies make efforts to stay one step ahead . Analysis is a valuable and underused resource. Want to know more? Learn the 6 key metrics to measure customer service efficiency.
Monitoring your company's processes : in addition to support, it includes real-time information on sales, deliveries and stock. Customer service agents can view the entire process and efficiently respond to customer questions.
Expand your capabilities – Your business may require more apps than ever before. The service desk integrates easily with other types of software. Customizing its features is easy. Zendesk, for example, offers resources for public apps and integrations , with over 500 public apps and integrations available in the Marketplace. There’s everything from productivity and time tracking; IT and project management; and much more. Learn about the rest of the features here.
Why use a service desk?
The use of service desks has gained popularity as part of a strategy aimed at improving customer experience. Currently, 58% of companies invest their efforts in reformulating and relaunching products, as well as simplifying processes.
No matter the size of your company or what your product or service is, service desk automation features optimize your productivity .
Another exceptional quality of this type of technology is omnichannel . Being available on all channels 7 days a week, 24 hours a day in an integrated manner, strengthens the company's image, facilitates communication between collaborators, speeds up customer service, avoids duplicate work by centralizing information and provides valuable data for analysis. By placing the customer at the center, omnichannel is a smart strategy for companies.
Still don't know what omnichannel is? Here we explain it to you: Definition of omnichannel: What it is and what benefits it has for your company .
You'll also see how your expenses are reduced! Forget about the pile of printouts, messages spread across various media, and long processes to resolve recurring problems. Integrating a service desk means saying goodbye to all of that. Want to learn more? Learn about 5 types of service desk and which one is best for your company .
Now that you know what a service desk is and how it works, we will explain what a help desk is and why it is a different, albeit complementary, service.
In turn, many customers migrate to other companies if the customer service does not meet their expectations. How can you improve your customers' experience? Do you know what a service desk is and what its functions are ?
Service desk and help desk are tools that can help you build customer loyalty and increase your sales.
When your customers' questions 2024 updated greenland business email list or problems require specialized attention, the service desk will provide the necessary help to resolve any issue efficiently in the shortest possible time. In this post we explain how a service desk works, what its differences are with a help desk , and how this tool can do wonders for your customer service.
How does a service desk work?
The service desk is a multifunctional support system that includes technical and commercial services. Its functions serve to provide support to customers and organize the company's internal processes (support requests generated within organizations). Below we explain the main functions of the service desk.
If we consider the service desk as a big tree, we can think of its functions as the branches:
Offering support : The service desk is a support system that has different access points; either physical (help kiosks in stores) or virtual (chatbot, messages on social networks, etc.). Through this service, customers or users can make support requests.
If you want to learn more about aspects related to technical support, we recommend reading: Definition of technical support: knowing and putting it into practice .
Centralize information : integrate useful data about customers, products, stock and even production in a single interface. This prevents customers from getting frustrated when they talk to different agents and they do not have the information or history of the case.
Organize communication channels : allows you to integrate various communication channels (such as email, phone, social media and chat) without disrupting the service process. It also addresses specific employee requests via chat.
Receiving and distributing requests : A ticketing system manages the service desk team's tasks and sets priority parameters. As a result, teams become more productive and efficient.
Measuring and evaluating performance : One of the most attractive features of the service desk tool is analysis. Metrics provide data on the actions of each sector and evaluate compliance with deadlines and goals, for example.
A thorough analysis can reveal trends in customer preferences and most frequent requests, allowing for future actions and business strategies to be established.
Only 14% of companies make efforts to stay one step ahead . Analysis is a valuable and underused resource. Want to know more? Learn the 6 key metrics to measure customer service efficiency.
Monitoring your company's processes : in addition to support, it includes real-time information on sales, deliveries and stock. Customer service agents can view the entire process and efficiently respond to customer questions.
Expand your capabilities – Your business may require more apps than ever before. The service desk integrates easily with other types of software. Customizing its features is easy. Zendesk, for example, offers resources for public apps and integrations , with over 500 public apps and integrations available in the Marketplace. There’s everything from productivity and time tracking; IT and project management; and much more. Learn about the rest of the features here.
Why use a service desk?
The use of service desks has gained popularity as part of a strategy aimed at improving customer experience. Currently, 58% of companies invest their efforts in reformulating and relaunching products, as well as simplifying processes.
No matter the size of your company or what your product or service is, service desk automation features optimize your productivity .
Another exceptional quality of this type of technology is omnichannel . Being available on all channels 7 days a week, 24 hours a day in an integrated manner, strengthens the company's image, facilitates communication between collaborators, speeds up customer service, avoids duplicate work by centralizing information and provides valuable data for analysis. By placing the customer at the center, omnichannel is a smart strategy for companies.
Still don't know what omnichannel is? Here we explain it to you: Definition of omnichannel: What it is and what benefits it has for your company .
You'll also see how your expenses are reduced! Forget about the pile of printouts, messages spread across various media, and long processes to resolve recurring problems. Integrating a service desk means saying goodbye to all of that. Want to learn more? Learn about 5 types of service desk and which one is best for your company .
Now that you know what a service desk is and how it works, we will explain what a help desk is and why it is a different, albeit complementary, service.