customer

CustomerZone360 NEWS

CustomerZone360 Home

How Connecting Your Email to Your Help Desk Can Save Time and Reduce Errors

By Dan Steiner April 18, 2016

If your business operates its own help desk, you likely already realize how time-consuming ticket management can be. Whether your help desk staff work on site or at a remote location, you need people in place to take calls. Those employees must be able to cover all the hours your employees are likely to need help, sometimes covering shifts as early as seven a.m. and as late as six at night.


Maintaining multiple full-time employees to take calls and type information into your ticketing system can be time-consuming. Today’s help desks often accept requests through multiple methods, combining phone calls, email, and web-based requests, with customer-facing help desks accepting tickets through live chat and social media. Many of these methods can be set up to deploy directly to technicians’ inboxes, to prevent employees from checking multiple pieces of software.

Email Integration

Through coordinating the right technology tools, help desks can set their systems up to automatically populate their ticketing systems with the information their customers enter into those emails. The business chooses an existing email application that integrates with their chosen help desk ticketing application and has integration set up. Once email has been sent to a designated email address, the information automatically populates the fields of the customer’s ticketing software, where it can be routed according to the settings the customer has set up.

Benefits of Email Integration

Perhaps the biggest benefit of integrating your business’s help desk email is that an intermediary isn’t required to get the information from the email message to the software. Without this integration, employees must sit at a desk all day, copying and pasting information from email requests into help desk software. At the same time, those technicians may be dealing with customers calling for support by phone and social media, if businesses respond to tickets that way. Businesses pay employees for this duplicate entry, which can be prone to error and incorrect routing as workers rush to get tickets into the system on time.

Managing Your Teams

When businesses can automate as much of the ticketing process as possible using today’s tech tools, they also benefit from being able to reduce their staffs. This doesn’t necessarily mean layoffs. In many instances, businesses can shift those employees to helping out technicians, allowing them to reduce workload and speed up response times. A person who once answered phones, for instance, could handle basic requests for help such as password resets and software updates through remote desktop software while also training to resolve more complex support requests.

Managing Your Users

On-site help desk workers spend their days trying to get employees to use the help desk system rather than calling them personally, stopping them in the hallway, or tracking them down while they’re working on another ticket. One of the best ways to encourage workers to email their technical support issues is to make sure that each email gets a rapid response, especially if it’s an emergency. When an intermediary is required to copy the email content to a ticketing system, there can sometimes be a delay, with email messages delayed or lost as technicians try to handle multiple emails coming in at once. When emails are automatically directed into the system and assigned according to rules, appropriate employees are notified within minutes of an issue being reported, speeding up response times. While on-site help desks will never be completely free of those pesky direct calls, both on-site and remote help desks will be able to provide significantly better customer service when they have automation in place.

Send Follow-Up Surveys

Surveys are an important part of improving the service you provide to your customers. By asking for feedback after your team has provided support, you can quickly identify problem areas and determine where some more intensive training might be necessary. Tools like GetResponse not only integrate with help desk software to import contact information, but they also can deploy a user satisfaction survey once the help is complete. Once enough information has been collected, you can pull reports that will clearly demonstrate trends over specific weeks, months, or the entire year.

As technology advances, help desk management is becoming more precise and simple through automation. When a business’s employees can focus on providing great user support instead of basic administrative tasks, both help desk workers and end users can be more productive.




Edited by Stefania Viscusi
SHARE THIS ARTICLE
Related Articles

CUSTOMER Magazine Announces Winners of the 2018 CRM Excellence Award

By: TMCnet News    8/13/2018

TMC announced the winners of their 19th Annual CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

Read More

4 Reasons Your Amazon Affiliate Store Isn't Making Money

By: Special Guest    8/10/2018

If you have an affiliate store with Amazon and you aren't making any money, we understand the frustration. You've put in hours of work building your s…

Read More

7 Tips for Outsourcing Your Human Resources Department

By: Special Guest    8/7/2018

When your business starts growing and you need to hire additional talent, this is an exciting time. With more people working in your company, there is…

Read More

How To Use Clever Campaign Reporting And Preference Centers To Help Your Business Thrive

By: Special Guest    8/2/2018

When running a marketing campaign, it's indeed important to deliver your message the right way. That way, you will not only be sure of a future conver…

Read More

Why Customer Service Should Matter in Your Life

By: Special Guest    7/19/2018

There are a lot of things out there that matter for businesses, but it's also important to think about what matters for us as consumers. When we go sh…

Read More