With all kinds of new channels, functionalities and different help desk software vendors, you could easily get lost. This sometimes makes choosing a solution that suits you more complex than necessary. Time to go back to basics. What exactly is a help desk and why is it important?

Helping People

In essence, a help desk can mean anything within an organization. Taking a virtual look at Wikipedia, we read that a help desk is a location or person where questions can be asked or faults can be reported or advice can be obtained about a particular product or service. Whether it’s an internal help desk like an IT service desk or an external help desk like customer service, it all revolves around the same basic principle, we read on Zendesk‘s site: helping people and giving them a place where they can go to get help.

Promote loyalty

We all understand that this is important, and we know that a help desk promotes customer satisfaction, both internally and externally. After all, if a customer has questions or problems with your product or service, a help desk can help solve those problems and thus promote loyalty. But what do the facts tell us?

A few interesting facts

Zendesk’ s Customer Experience Trends Report, 2020 tells us some great facts about help desk or customer service impact.

• As many as 60 percent of customers say that how quickly they can find a solution to a problem factors into their decision of which company to buy something from.
• Almost the same group – 57 percent – considers customer service so important that it factors into their loyalty to a brand, even more than the actual product or service offering.
• About half of customers say one bad experience is enough to switch to a competitor. With more than one bad experience, that percentage rises as much as 80 percent.

Ideal customer journey

From this we may conclude that a good help desk or customer service makes your customers feel heard. If you can offer him or her a personalized experience in the process, you contribute to the ideal customer journey. If you add to this the fact that an optimal customer experience is the primary factor by which you can distinguish yourself from the competition, you know how big the role of a help desk is.

Inspired?

Do you also want to distinguish yourself optimally in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.