What is a Customer Service Desk? (and How to Improve the Customer Experience)

It's 1958. You own a mom-and-pop store and know each of your customers by name. You weigh out every item – a bag of flour, rice, potatoes – by hand. You deal with every question or complaint personally.

前进到2019年。你有thousandsof customers located all over the world, each one purchasing your products or services and contacting you online or over the phone for help. You can't possibly keep up with this flood of customers, and your team is struggling to cope.

Enter the customer service desk.

Even in 2019,72%的客户期待您的客户服务代理商“知道他们是谁，他们购买了什么，并在他们联系您的公司时对其以前的参与有所了解。raybet电子竞技简而言之，他们想要个性化的服务。

That's whycustomer-centric企业需要投资服务台，如果他们希望让客户满意。如果没有用于保持客户通信所组织的专门的工具，企业将无法提供客户仍然期望客户仍然期望的妈妈和流行的服务水平。

In fact,54% of consumersnow claim that their customer service expectations are even higher than they were last year. This puts pressure on businesses to deliver a higher standard of service to retain their loyal customers. To do so, many companies are adopting customer service desks to help manage the increase in customer demand.

In this post, we'll break down what a customer service desk is, as well as why your business should add one to its customer service team.

A service desk can be信息技术基础设施库(ITIL) compliant, which is a set of certified best practices for organizing customer requests. In fact, the term "service desk" originally referred to service desks in IT support, but any company can now benefit from a customer service desk. Your service desk is designed to deal with both incidents – disruptions to service – and service requests, providing a proactive form of customer service.

使用服务台的替代方案是一个帮助桌子or call center. You might say that the help desk is tactical, while the service desk is more strategic. A service desk usually incorporates elements of the help desk like theticketing system– you have the ability to receive incoming tickets and manage them collaboratively. But, with a service desk you also have more oversight of the customer, and service delivery, than you would with a help desk.

In the next section, we break down some of the benefits your team can gain from adopting a customer service desk.

Benefits of Adopting a Service Desk

Customer service desks provide customer service teams with additional tools that help them solve your customers' problems. By having these resources at their disposal, your reps can provide personalized support and analyze common roadblocks that are impeding your customer's goals. To give you a better idea of how they can help, here are a few ways that adopting a service desk will assist your team in improving the customer's experience with your brand.

主动支持

The main benefit of a service desk is proactively being able to serve your customers, instead of passively waiting for incoming support tickets. This helps your team live up to your company's goal of being a customer-centric business.

提高生产力

The service desk also helps you organize and manage your tickets more effectively and works more collaboratively by assigning tickets to the correct agents. For example, it's possible to categorize your tickets with meaningful words and phrases and give them a status like open, closed, or unresolved. That way your reps can quickly organize their open cases and help other reps who are struggling to find solutions. Since42％of customers expect businesses to reply to their queries within one hour, you can use features like these to keep track of open cases and respond to customers in a timely manner.

Advanced Reporting

您还可以使用服务台评估您的工作效率，并帮助个人员工跟踪其性能。您可以使用截止日期和关闭日期标记票证，然后运行当时关闭的报告。您还可以设置重要的目标来满足，例如100％的时间关闭高优先级票。

Your service desk software can demonstrate the value of customer service in your organization by freeing up more resources to goabove-and-beyondfor customers. You can analyze ticket volumes for different issues and prioritize tasks more effectively. Repetitive but simple issues can be transferred to the知识库。您甚至可以自动执行一些内部流程以更改相同的时间。

服务台功能

There are several features that a service desk can provide. This is because the overall aim of the service desk is to enable your business to proactively manage your customer service operations and create a delightful experience for your customers. Below are some features you can expect a service desk to include for your business.

共享收件箱

A shared inbox is the central point of contact for all incoming customer issues. Reps have access to this inbox and can assign themselves or teammates open tickets.

服务Request

客户服务desk should have the ability to log new service requests which are routine like customizations or upgrades.

事件管理

客户服务desk should handle technical issues like breakdowns and product glitches.

问题管理

您的服务桌还应该了解已经锻炼的问题并识别导致最大问题的区域。

更换管理层

Change management is a feature that proactively tackles issues caused by planned changes to services.

Automation Rules

Automation rules program your internal workflows to run automatically so your reps save more time performing their day-to-day tasks.

Configure SLAs

SLA（服务级别协议）状态信息可帮助您的团队优先考虑来电。这样，您的代表首先可以响应最紧急的案例。

Knowledge Base

您的服务桌应有能力从客户支持门票创建自助知识库。这为客户提供了支持的自助服务选项。

Reporting and Analysis

Your service desk should have detailed reporting and analysis tools. It should let you view data on important metrics that help you improve your customer service.

Integrations

Your service desk should allow you to integrate it with other customer service, IT, and business software that your business already uses, or plans to add in the future

Examples of Service Desk Software

有各种服务台软件解决方案可用，您选择的服务依赖于您的业务需求。雷竞技苹果下载官方版以下是获得搜索的一些示例。

HubSpot

An excellent one to get started with, HubSpot's服务Hubhas an intuitive interface with a shared team dashboard. It's easy to set up and configurable for different types of workflows. HubSpot's ServiceHub includes a ticketing system as well as advanced automation features likechatbotsthat can help your team manage incoming service requests.

价格:Free

Net Help Desk

Net Help Deskis one of the most reputable products in the help desk industry. It's accessible on-premise or through the cloud and offers a feature-rich application with a simple user interface. All service features are listed within one centralized page, and users can quickly search for different functions without having to navigate away from that page.

价格: $20/month

JIRA服务台

JIRA服务台is a modern service desk software made by Atlassian. Its primarily designed to help development-focused teams manage both internal and external service requests. The big advantage of JIRA Service Desk is its easy integration with other JIRA software. If your business already has another JIRA application, you can simply integrate the two software and have them supplement one another.

价格:10美元/月

Freshservice

Freshserviceis a customer service tool that's part of the Freshworks ecosystem. Freshservice is an online ITSM solution that includes "incident management" software that helps your team organize and assess customer service tasks. It includes a ticketing system as well asself-servicefeatures that help customers find their own solutions to their problems.

价格:$19/month

Check out our post containing 13 examples of the best服务台工具。

提高客户服务台的提示

According to62% of customers, customer service insight and knowledge is crucial to providing an excellent support experience. This is where your customer service desk comes in handy. Align your service desk tools with your business goals to maximize the effectiveness of your customer service efforts.

例如，谈到票务管理时，请确保您在始终如一地标记门票以衡量所提出和解决的问题。这将为您提供有关您的客户正在遇到的问题类型的时间洞察力。然后，您可以在这些问题周围重新定义关键指标，以衡量您的服务是否随着时间的推移而得到改善。

Additionally, you can use a service desk to outline escalation procedures so agents know what to do when faced with an urgent or critical problem. These procedures should encourage your employees to convert common ticket responses into self-service knowledge base content which will help reduce the need to handle repetitive queries.

虽然客户想要数字响应的速度，但个性化的服务是让他们再次回来的时间和时间。通过提供客户服务，为他们提供正宗的妈妈和流行体验，以满足他们的期望并超过它们。请记住，您的客户服务台仍然是您与客户的最有用的联系点，而且比成本中心更有增长中心。这是一个帮助您主动为客户提供服务的工具，并建立以客户为中心的业务。

有关客户服务书桌的信息，请阅读关于13个最优惠客户的信息service desks。