The service desk is a concept that has been used almost forever by the IT industry to record and track all incoming incidents or service requests. It has proven to be the most efficient way to facilitate and integrate the business processes into the IT service management structure. It is also known as a help desk or even a front desk. Now it has been adapted into the CRM and used by many other businesses in an array of industries. It is most effective because it acts as a single point of contact into a business to record every incoming enquiry whether this has been received as an email, a phone call or a web enquiry.
It is assigned to the appropriate person who then updates the progress of the enquiry and marks it as completed after it has been dealt with. This tracks and records all incoming interactions into your business giving you a feeling of security (and possibly relief) that everything is being taken care of.
The good news is that the person assigned to handle the incoming enquiry can just click to action, click to view, click to read the contact’s history, click to call and click to send an email. OK, they will probably still have to type the email😊, but in any case it’s simple to use.
Notifications can be recorded in the service desk both internally and also directly from your website, even from a link sent out in an email. With almost no installation or development the form can be made available on your website. It can be used on your contact us page, to log a request for a service/s from your customers and especially for customers to upload a purchase order (just a matter of priority here😊).
If your goal is to improve and manage your customer experience then you will be happy as well. Because, when your customer completes the secure message form they will receive an onscreen confirmation and then an email as well, recording the details of their request. These positive confirmations are great as they give your customer a feeling of assurance as they will know their request will be actioned.
You are always kept in the loop as well because a copy of the email confirmation is sent directly to you so that you know it has arrived. At the same time you can instantly evaluate the level of priority required for your response.
The best part is that you will not even have to add their details into your database as this will all happen automatically. And of course, if they are an existing customer their message will be automatically matched to their existing records and an update logged on their individual timeline making it simple to follow up and to action.
Notifications added internally in response to emails or phone calls, will also automatically send a positive and reassuring confirmation to your customer so that will know that you have understood their request. This is especially great even when taking a phone message for a colleague, because there is no paper involved which might get lost and the message won’t get misplaced amongst a pile of other emails (some of which will be important and some others which are just irrelevant).
This simple to use tool will make such a marked difference to your business, to your brand and to your perceived level of customer service. Your communications with your customers are positive confirmations that you are looking after them. You too will have huge peace of mind because you can quickly and easily attend to your customers incoming requests, seeing everything in one place and knowing that it has been actioned. The response will be an affirming and positive increase in your sales and profits along with the quiet satisfaction that it has all been achieved with a minimum of effort.