What is a Service Desk? Service desks, help desks, or support desks all refer to departments that provide help to internal and external customers, but how do they differ and what do they do?
The main difference is that service desks are often used for customer support, and help desks are often used for internal IT issues. The main point of a help or service desk is to provide customer support or to support internal IT. Often, companies will have a help desk for internal IT issues and a separate service desk for customer support issues.
This blog is an ideal tool for assessing the efficiency and quality of your customer service or help desk and identifying any areas of improvement.
This metric measures the average amount of time it takes to resolve a ticket from start to finish. By tracking this number, you can get an idea of how long each issue is taking and identify areas for improvement.
This metric measures the average amount of time it takes for your team to respond to a ticket after it’s been submitted. Quick response time is important for providing excellent customer service, so aim to keep this number as low as possible.
This metric measures the percentage of tickets that are successfully resolved within a given time frame. A high-resolution rate is indicative of a well-run help desk, so aim for a number as close to 100% as possible.
Customer satisfaction is a key goal for any business.
You can measure customer satisfaction, usually with surveys and while they’re sometimes referred to as customer satisfaction or NPS surveys, they can be taken after any positive experience with your business: we recommend running them following ticket success conversations to see how things went internally, or you can ask customers to take the survey after tickets have been resolved if some issues remain.
All department chiefs should periodically monitor the customer feedback service, and make sure to address any actionable items quickly so that your customers are happier. Monitoring data can not only motivate your front line agents, but it will also make customers happier too!
One of the most important help desk metrics is the company’s resolution rate. This metric represents the percentage of tickets that are successfully resolved by the team.
A high-resolution rate means that your team is efficient and effective at solving customer problems.
There are a few different ways to calculate the resolution rate.
Regardless of the method you choose, it is important to track the resolution rate over time so you can recognize trends and areas for improvement. When you see a dip in your resolution rate, you can investigate the cause and take steps to improve it.
In business, ‘conversion rate’ is often discussed, especially in marketing.
A conversion rate is the percentage of people who take the desired action. For example, if 100 people visit your website and four of them buy something, your conversion rate would be 4%.
If you’re running a service desk or internal help desk, you probably want to know what your conversion rates are for different types of interactions.
Let’s understand the conversion rates:
Is your service desk dealing with a high abandon rate? This metric can help you assess how efficient and effective your service desk is. The abandon rate is the percentage of customers who hang up before their call is answered.
A high abandon rate indicates that your service desk is not able to handle the volume of calls it receives. This can be due to a number of factors, such as understaffing or poor call routing. If you have a high abandonment rate, it’s important to take steps to mitigate it.
This includes ensuring that calls are answered promptly and efficiently and that customers are routed to the appropriate agent.
How many contacts does your help / service desk receive each day? How are these contacts distributed among the various channels you offer (e.g., phone, email, web, etc.)? This metric can help you understand which channels are used most often and whether you need to adjust your staffing or support offerings accordingly.
Another important metric is the average speed of answers for each channel.
This measures how long it takes for your team to respond to a customer inquiry, and can be a good indicator of overall customer satisfaction. If you find that certain channels have a consistently high speed of answer, you may want to focus more attention on those channels in order to keep customers happy.
Additionally, you’ll want to track the average handle time for each contact. This metric measures how long it takes from when a customer first contacts your help desk until the problem is resolved. A high average handle time can be indicative of a number of issues, such as understaffing or complex problems that require more time to resolve. By keeping an eye on this metric, you can make sure that your team is able to resolve issues in a timely manner.
The help desk turnover ratio is a metric that can be used to assess the efficiency and quality of the service provided by a help desk. This metric can be used to help identify areas where the help desk can improve its operations and provide better service to its customers.
Headcount FTE is a metric that measures the number of full-time equivalent employees working in a particular area. This metric is often used to compare the staffing levels between units and the company as a whole to show growth or stagnation. For example, you may use headcount FTE to compare staffing levels in your IT department with those of your competitors in order to assess whether you are ahead or behind them in this regard.
The headcount full-time equivalent is a good metric to use when managing a service/ help desk. It helps you track your employees’ progress over time, which gives you an idea of the potential areas for savings in terms of manpower and equipment. Second, it allows you to compare agents to one another by showing how many tickets each agent can handle per hour, then giving you what percentage that represents compared with other agents who are working at that same level of efficiency.
This blog post was all about the top most important metrics for service desks and help desks, as well as how to measure them. We hope you enjoyed reading it and will be able to apply some of the insights to your own service desk or help desk.
If you have any questions about what was said in this blog, we’re always here to help! Please contact us at 96433 03884. We’re looking forward to hearing from you!
According to HubSpot Research, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. […]Read more
According to HubSpot Research, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. […]Read more
According to Fortune Business Insights, Customer Relationship Management (CRM) was valued at $52.64 billion in 2020. Pandemic effects in the […]Read more
“The global cloud telephony service market is expected to reach US$ 65.10 billion by 2030 during the forecast period from […]Read more
The world has seen an explosive rise in the popularity of cloud-based software, and Dial CRM is one example. A […]Read more
Running a call centre is not just about keeping your customers happy. It’s also about keeping your sales high. In […]Read more
Stephen Covey, the author of ‘The 7 Habits of Highly Effective People’, said that successful people are always working on […]Read more
As Mark Hunter says: “It’s not about having the right opportunities. It’s about how you handle the right ones.” When […]Read more
“One of the greatest failures of every generation is that it refuses to read the minutes of the last meeting.” […]Read more
As Jacquelyn Smith, Forbes says, “A successful sales pitch isn’t a monologue. It’s a dialogue.” An effective sales pitch is […]Read more
The impact that customer service has on a business is something that often gets overlooked. Customer service is often seen […]Read more
As of now, nobody’s sure what will happen when these two generations – one, who never expects companies to pick […]Read more
Customer data is a valuable business asset. You must build an effective customer data management strategy to protect that asset. […]Read more
A help center is your lifeline to customers. While building one is *not* a straightforward process, here are key points […]Read more
Every business has customers and every business has the chance to improve its business by growing its customer base. Since […]Read more
Do you know if your business has a customer focus? Although it might seem like a difficult question to answer, there […]Read more
Sales CRM can help streamline your sales workflow and make it more effective. But what is Sales CRM? And why […]Read more
You might think that creating the “ultimate customer experience” is all about making sure your customers are happy. If a […]Read more
Keeping prices competitive is essential for any business. Having this information can make the difference between having a successful business […]Read more
As any business grows and expands, it’s common to focus on scaling operations. Certainly this is true, but sometimes companies […]Read more
No matter how much you love your product, your customers will always know better than you. Learn to listen and […]Read more
Sometimes, companies will promote themselves as experts in customer retention, but what does this mean? Customer retention is the main […]Read more
“Listen to your customers before they listen to your competition.” – Julian Hall When was the last time you looked […]Read more
Lost sales and lower-income are not the only indicators of abandonment. Abandonment even results in a loss of clients for […]Read more
If you are in charge of retaining your company’s customers, you know the feeling of sadness when you hear customers […]Read more
“Your most unhappy customers are your greatest source of learning.” – Bill Gates A customer is the backbone of every […]Read more
In the past few years, businesses were falling all over themselves to get a chatbot up and running for their […]Read more
You’re doing all the right things. You’re friendly, you’re responsive, you’re on top of customer issues and you’re constantly delivering […]Read more
Many brands are trying to figure out how to provide great customer service on social media. “We see our customers […]Read more
Customer service KPIs (Key Performance Indicators) are the tools that help you understand how your customer service is performing. KPIs help you identify if you’re meeting your business goals, how well your agents are performing, and how your customer satisfaction is trending. They’re important because they provide actionable data you can use to improve your customer service.Read more
Let us say that you own nothing but sheep. So one day you are out grazing the flock and all […]Read more
No matter what industry your business is in, every business has the same goal: Keeping your Customers! Customer retention is […]Read more
An effective ticketing system tracks and manages customer interactions, and makes it easier for support departments to manage their efforts. Data gleaned from these help agents provide personalized service and streamline operations, which helps support staff coordinate their efforts and automate tedious (and often time-consuming) tasks, facilitating both personalized service and faster resolution.Read more
Sales qualified leads are very important facets of every sales process. Lead generation and lead nurturing are two critical steps […]Read more
Globally, the E-Commerce Market is expected to reach USD 16,215.6 billion by 2027, growing at a CAGR of 22.9% during […]Read more
Organizations need a resilient strategy for customer retention that makes sense in relation to current market conditions. Many companies are already prioritizing customer experience as it can be more profitable, yet it is still important for organizations to look ahead and identify any changes coming ahead of competitors in the market, who might not have made the same move yet.Read more
“Customer experience” has been an important aspect of business marketing strategy since the beginning of the 21st century. Businesses have been shifting towards a “customer-first” mentality, where their goals align with improving customers’ happiness and satisfaction by taking into consideration all that they think and feel, rather than focusing solely on financial gains. To achieve this customer-centric approach, businesses have taken advantage of technologies to determine customer emotions at a deeper level.Read more
On the whole, it is best to be quickly responsive when it comes to consistently responding to leads. Ready responsiveness helps expedite client requests, which will save you money on several levels. You’ll have access to a larger pool of customers while keeping uninterested consumers from slipping away and ultimately decreasing your number of potential sales. Please read the blog below that pertains directly to the benefits of kick-starting your lead response times today!Read more
This blog will help you take a closer look at what cloud telephony is and How does Cloud telephony work to benefit your business. It also makes it easier for employees to collaborate, share knowledge, and for companies to track conversations in real-time.Read more
Customers are the mainstay of businesses in all industries. Therefore, having a dedicated tool for delivering superior customer service is essential to ensure cordial bond with them for consistent growth.Read more
Customer engagement and retention have been a serious concern in the insurance industry. Most companies keep on searching for how to enhance customer engagement in the insurance industry and in this blog post, you can find some of the useful tactics that can help the insurance industry maintain a cordial relationship with its existing customers.Read more
Find the proven strategies for how to measure customer expectations to maintain a positive experience of your customer with your products and services.Read more
Customer experience is a key factor in creating a successful brand. When it comes to marketing, then it would not be wrong to say that technology offers us the opportunity to manage the customer experience in several respects.Read more
This guide help you engage & retain your customers with no hassles and make you learn how to manage customer complaints seamlessly for quick resolution.Read more
If you want to delight your customers at every touchpoint, then you need to have a robust ticket management system that offers you omnichannel customer support.Read more
Many industries have been impacted badly due to the pandemic but, it would be safe to say that the consumer durables industry is showing growth trends from a long-term perspective.Read more
Customer satisfaction act as the primary catalyst in pushing a company forward, and ensuring repeat business. However, companies cannot create their customer service strategies based on vague data or few interactions and can only trust quantitative data.Read more
The Consumer Electronics industry in India, which was valued at $10.93 billion in 2019, is expected to reach $21.18 billion […]Read more
Brands are increasingly focusing to become more customer-centric and elevate customer experience to improve customer satisfaction, loyalty, and lifetime value. […]Read more
If you’re mapping or want to track your customer journey, there are plenty of things to be kept in mind […]Read more
Customers are the bloodline of any business. Without them, there will be no reason to continue the business. Even more […]Read more
No matter how small or big your business is or what it does, voice communication is a critical element of success.Read more
Cloud Telephony is the latest innovative invention that provides a personalized and fully automated incoming and outgoing call management system […]Read more
Sales closing is a make-or-break moment. No matter how hard you work and how well you design solutions for customers, […]Read more
Do you want to make your business communications efficient and cost-effective? In this blog, we will explain to you how […]Read more
If you have a sales team that works on-field or is working remotely to generate sales for you, then you […]Read more
Organizations worldwide often wonder what the difference is between a customer relationship management (CRM) system and an enterprise resource planning […]Read more
New technology comes fast and goes, even faster. These days, there’s a new app or widget every week promising to […]Read more
According to research, over 70% of all customers who leave a company for its competition have no problem with the […]Read more
You need to keep updating your customer strategies to ensure that they are happy with your products & services. Everything […]Read more
nstant Inbound is a game-changing sales prospecting strategy that enables you to connect with more prospects, faster and allows you to be more productive and make more money.Read more
Last month, a miracle happened. Your company’s video went viral. Lead volume shot up by 500%. You were pumped and […]Read more
If you ask many business executives, they would say their customer service contact center is a necessary expense and it […]Read more
Even if you have the best product in the world, your business is doomed to fail if no one knows […]Read more
During the initial years, outsourcing was only used for basic processes such as data entry and payroll processing. However, as […]Read more
Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large […]Read more
Brands & retailers build better customer service systems by removing the guesswork of what customers want. A SaaS platform for customer engagement combines chat, voice, and social media for one cohesive customer service experience.Read more
It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater […]Read more
Understanding the various touchpoints you have with your customers is key to delivering memorable customer experience. Once you’ve mapped out your […]Read more
As a business head or business owner, you need to find ways to grow your sales and revenue. Exploring different […]Read more
Here are some prospecting tips for you if you want to convert your cold leads into warm prospects: Target carefully […]Read more
Marketing teams spend a lot of time, effort, and money to create compelling campaigns, optimize them to generate leads, set auto-responders […]Read more
This blog help you get the niche and specific Customer winning map by suggesting necessary tools, focus areas and changes to sell like a champion.Read more
Email marketing is one of the most important components of customer engagement. Whether it is a webinar email or a […]Read more
We have collected some information, I think very useful information regarding changing scenarios of sales in the times of SM […]Read more
If figuring out how to grow and effectively manage an In-House team seems like a huge obstacle and will largely […]Read more
Research shows that 69% of buyers accepted a call from new salespeople in the past 12 months, and 27% of sellers admit […]Read more
Providing a stellar customer experience has been a cornerstone of business practically since spending and consumption have existed. However, now […]Read more
Customer service reports not only provides you an overview of all customer service requests received from your customers but also […]Read more
Many companies, including yours, might find outsourcing to be a good idea as there is so much to be gained […]Read more
Irrespective of the customer’s location, call centers play an important role in delivering reliable customer experience on a daily basis. […]Read more
Human interaction remains a vital component of customer satisfaction, even in the ‘digital age’. 83 percent of world’s consumers prefer dealing with […]Read more
Put yourself in the customers’ shoes. How do you gauge the quality of service a company gives? What makes a […]Read more
The buying experience often gets the most attention in customer service. Conversions are the name of the game for most […]Read more
Learn more about Dialdesk’s Customer Experience Solution here! Author Profile DialDesk Latest Post 2022.03.29Customer Support CRMCritical Ways To Keep Your […]Read more
“Your success in life isn’t based on your ability to simply change. It is based on your ability to change […]Read more
is the apt framework developed for deploying the right mix of People, Process & Technology in a business with a clear eye on increasing lead conversion, reducing customer acquisition & management cost, and winning customers for life.