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5 Need-to-Know Customer Experience Statistics for Your Support Center

Customer satisfaction is the cornerstone of the help desk’s function. When making decisions to help optimize your support center, it’s important to adopt tools and strategies that meet your customers’ simple, efficient, and solution-oriented needs.

While the temptation might be to focus on the numbers, it’s important to make sure that those numbers are backed up by a service-driven mindset.

82% of customers say the main factor in a great service experience is getting a quick solution to their issue

Understandably, users don’t want to sit on hold for long periods of time or struggle to get an answer to their question. As we discussed in our guide Three Essential KPIs to Help Desk Efficiency, it’s essential to have the bulk of your efficiency and optimization goals focused on reducing first call resolution and mean time to resolution. In doing so, you offer the most satisfactory experience to your customers.

36% of users do not contact the service desk at all, largely due to difficulty in receiving service

In our guide, Shifting Perceptions of Your Help Desk, we discuss the importance of customer effort scores in optimizing your help desk. When a third of users are more willing to suffer in silence than ask for help, it’s important to take action and make it easier to receive service. With a remote support software that only requires users to install a quick support app in a few seconds, you’ll be able to easily initiate a remote session and take control of a device to solve the problem with very little effort on the user’s side.

By spending an additional two minutes per call, companies see a long-term payoff in customer loyalty

While many support departments measure call time as a key efficiency metric, placing too much emphasis on short call times could actually hurt your customer experience. Spending an additional two minutes per call to discuss a user’s experience with product features can help you build trust and offer assistance that a customer may not even know they need. While in a remote support session, service teams can showcase features live and offer specific insights that customers can see firsthand on-screen, which further fosters trust and reduces customer effort.

Service teams interact with customers 5-15 times more frequently than sales teams

As the most frequent touch-point in a customer’s journey, the help desk becomes the key to customer retention, lead generation, and upsell opportunities. By logging every customer call in a shared CRM, the service desk can directly support sales goals. They’re able to create opportunities for sales teams to follow up on with specific upgrade opportunities or customer relationship management needs that can only be solved by sales.

Remote access software can increase first call resolution by up to 23% in one month

Since simplicity of receiving service is such a cornerstone of the help desk experience, first call resolution is a simple way to give customers the answers they need on the first try. With the ability to directly view your customer’s device you’re able to quickly diagnose the problem. And with easy implementation of TeamViewer’s remote access and support software, you can increase your first call resolution in a short period of time. Check out our Road Map for Remote Access Implementation to see how simple it is to get started.

Conclusion

Your help desk is the hub of customer activity and holds the keys to customer happiness and your company’s reputation. Remote access and remote support software make it easier than ever to solve your customers’ problems as efficiently as possible. Check out our help desk guides to learn more about how remote access software can help optimize your help desk, or sign up for a free trial of TeamViewer to start improving your customer experience today.

 


https://www.liveperson.com/connected-customer/posts/ideal-online-experience-what-it-takes-consumers-click-not-abandon
https://www.thinkhdi.com/library/supportworld/2018/silent-suffering-why-your-customers-dont-contact-you.aspx
https://www.tsia.com/resources/the-state-of-support-services-2017
http://blog.tsia.com/blog/touchpoint-calculus-why-sales-cant-do-it-for-themselves
https://resources.teamviewer.com/hubfs/2017_Q4_KAM_Webinar/TeamViewer%20with%20Microsoft%20Intune%20Webinar%20Recording%20Final.mp4
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Three Steps to Develop a Holistic Help Desk Optimization Strategy

IT help desks often focus on metrics and efficiency, which makes sense. When problems arise, quick solutions to restore business productivity are essential. It’s easy to fall into the trap of zeroing in on numbers, but the problem is that you’ll lose track of bigger picture goals. It’s key to make sure that your efficiency goals don’t prevent you from delivering the best possible solutions and improving customer experience. Here are three key steps to consider when developing an optimization strategy for your help desk.

Step One: Identify Areas for Improvement

“Optimization” is just a buzzword unless you can identify concrete areas for improvement and map those areas to overall IT and business goals. Most help desk ticketing platforms already track this information, but you need to understand what those metrics mean, how they relate to each other, and how they factor into your overall support center strategy. In our guide, Three Essential KPIs to Help Desk Efficiency, we explore cornerstone metrics you should consider to maximize help desk efficiency and ROI.

Step Two: Identify Tools to Help You Optimize

Once you’ve identified areas for improvement and started developing your optimization strategy, it’s essential to have all the tools your team needs to reach those goals. Remote access software is a great solution to improve the way you offer support by enabling you to take direct control of a device to diagnose and solve problems, assign security and data permissions, and configure device settings to improve first call resolution rates and average resolution time. Also, consider implementing a customer satisfaction survey at the end of every call. Your customers’ feedback offers huge insight into areas where you can improve your overall help desk services.

Step Three: Evaluate and Assess

Once you’ve implemented a strategy and deployed the essential tools, it’s important to test, measure, and continuously improve. Compare your pre-implementation metrics to your ongoing data at regular intervals and adjust as needed. In our guide, Best Practices for an Optimized Help Desk, we discuss tools, trends, and best practices for help desk support that can be implemented incrementally to contribute to ongoing improvement.

By thinking strategically and leveraging hard data to make informed decisions about your optimization goals, you ultimately contribute to sustainable process maturity, improved user satisfaction scores, and a more stable business environment. Check out all of our help desk guides to learn more about how TeamViewer’s remote access and support solutions can transform IT support from a company cost center to a valuable asset in user experience.