The Best Strategies to Building a Good Helpdesk

So, you have been tasked to build an Atlassian helpdesk support from scratch that is both efficient and effective. Naturally, you would have a list of the logistics with everything that you need in order to achieve it. The physical requirements such as workstations that are acoustically optimized, ergonomic chairs, wireless headsets, and even the technology that you need.

You would think that you have everything ready but then, you are forgetting one thing: the factor of humans. Moreover, that part is actually the biggest and most challenging part. Below, we listed down some of the best strategies that will supplement the physical requirements of the helpdesk support so service is of more quality.

Know Your Goals

The important question you should ask yourself “What does the help desk want to achieve?” There can be a few goals why you have been asked to create a helpdesk such as:

  • Getting more customers

  • Attending to customers on a more personal level

  • Giving exceptional interactions

  • Directing customers to the right resources to get their answers

However, you should note that for every goal that you want your helpdesk to achieve, there is a different set of mechanisms that need to be implemented. Depending on your specific goals, you may want to consider tracking multiple follow-up calls or using a customer relationship management.

Put Customers as Your Priority

Before even operating, you and your team should already know and understand the possible customers you will be dealing with. By getting a good sense of your customers’ identity, you can then effectively separate your staff into process and knowledge workers.

Since process workers are dealing with resolving mundane requests, they should be measured according to the call volume and closure and response and resolution time. On the flip side, knowledge workers are experts that can help customers on a more personal level, they are essentially measured through their contribution, the accuracy of their answers, and the root cause analysis.

Get Skilled Agents

It is important that you are tapping into the right people when it comes to talent and assets. This might be a little complicated so it does really need for someone who is hiring these agents to be more meticulous in searching for the right people to work on the helpdesk.

For example, if your helpdesk support deals with a proprietary product, the process of finding someone who understands what your business is all about could get a little hard. But, there are a couple of ways to make this more efficient. You can cross-train these people. But, they should have good scores in aptitude tests.

Be Warm and Welcoming

This is probably the most important thing that will improve the whole concept of help desks. Normally, if customers just ask for factual data, you give it to them in a very enthusiastic manner. This is very helpful with Atlassian helpdesk support as people will become calmer and they will be easy to deal with when they call again for a follow-up. Avoid being too scripted. Instead, give it a personal touch.

Resource Box: If you want to know about Atlassian Pricing, the author of this article suggests Empyra.

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