In the modern business world today, companies have grown beyond customers just hearing from the organization. Thus, it has becomes necessary for the company to get interactive with its clients by engaging them. This creates a solid relationship with them, which is good for business.
Customer care has become a major facet of business relationships. Thus, we now have departments in an organization officially designated to handle customer queries providing suitable answers. This creates a unique relationship between the business and the customer especially now that customer is king. One of such department is the service desk.
What is a service desk?
The service desk primarily serves the function of responding to customer queries and concerns. It could even be incidence management, service disruption, and other issues. In most instances, a customer is only able to reach the company via a Phone Number Helpline. The service desk is further split across the help desk, which attends to the queries from the outside from customers while the residual service desk has to deal with more internal problems of the organization.
Call desk vs. service desk
Customers could call the service desk (most particularly the help desk). The service desk bears distinct operational differences from the standard call desk. Ideally, a call desk would receive and respond to queries in pre-scripted oral form, the service desk (or help desk as it may be), delves into deeper technical details to practically resolve the customer query which is most times related to hardware or program issues. Different problems might warrant the client to reach out for the call desk or the service desk. But why do customers even call the service desk?
Why customers use the helpline?
So far, a majority of the calls put across to the service department majorly bothers on password related issues. It could be the situation where the customer is calling to have the service desk reset his passwords for him. In fact, statistics have officially affirmed to the fact that one-fifth of calls put across to service desk from customers are passwords issues.
Other reasons for calling the helpline
However, as it is stated passwords account for possibly one fifth of the calls put through- not the whole calls. Thus there are other reasons why a customer would call the service desk other than having his password reset, or his password fixed generally. Customers would still call the service desk for technical advice or clarification reasons.