Why A Customer Service Desk Matters


A well run customer service desk can affect how anyone interacting with your business perceives it instantly.
You probably don’t even need me to paint the picture, because we have all had this experience at one time or another. You have a problem, you contact the company, and the person on the other end of the line can’t find your file, doesn't understand your problem or can’t find a solution that works for you.

Now compare this to a customer service person that answers quickly, in a few seconds pulls up your file, notes what the problem is or even sees notes in your file that indicate someone is working on it now. Even if the problem doesn't get solved over the phone, you hang up feeling like they will get to the bottom of it quickly. An organized customer service desk can be the difference between these two calls.

The Cloud as Service Desk

Of course, the great advantage today is that the cloud allows us to have personal service desks that handle individual requests through email. No matter how small your business, having this portal will give your company an air of professionalism. With cloud software allowing all members of a team to log in and record updates via tablets or smartphones, clients will always feel in the loop for any projects or requirements.
The other advantage is that with a software run cloud-based customer service desk your clients can email requests, log in to see how that request is being handled and never feel ignored. It is all too easy for human error to leave out a message or forget a request. With this type of customer service desk your personnel can focus on giving great customer service while the software handles the daily tasks of moving the request forward to the right party.

A Professional Customer Service Desk

In the end, taking the time to set up a professional customer service desk that can handle incoming calls along with software for channeling those requests will be worth every minute spent getting it in motion. When customers know their problems will be handled quickly their faith in your business grows. For many, the customer service desk is the dividing line between OK service and great service. It is that reaction that will grow your own business with satisfied customers that are happy to recommend you.