Help Desk Services

Written by Andrew Kozlov
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Corporate help desks are all too often staffed by underpaid and disenchanted employees who don't really know how to navigate your bureaucracy. When customers arrive at these help desks, they intuitively know that they are at the beginning of an excruciating journey through the bowels of your bureaucracy. Indeed, some companies intentionally staff their help desks with unhelpful people in order to dissuade customer intrusions.

Yet an emerging consensus is developing among management experts that this corporate “anti-help” strategy is actually very bad for business. Indeed, although making it difficult for customers to navigate your service center will prevent phone queues from backing up in the short run, it will likely increase the odds that clients will leave you for a competitor in the long-term. In colloquial parlance, a corporation which promotes “anti-help” strategies is “cutting off its nose to spite its face.”

Improving Help Desk Services

A more effective corporate help strategy might be to assign extremely bright and personable people to help desk positions. Invest money and resources, and turn help desk positions into positions of status. What you're likely to find is that customers who encounter your help system will be wowed by your company's expertise and finesse.

Moreover, customers tend to respond strongly to extreme corporate experiences. If they have a horrible time with a help desk, they’re likely to tell their friends. Conversely, if they have a wonderful experience, thanks to your inventive and intuitive help management approach, they similarly will tell their friends. As a result, although it may cost you some money to create a faster and more expeditious customer service center, you'll likely gain more clients over time.


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