Seeking a solution for overcoming a potential bottleneck in customer service and support process may require a detailed analysis. Among the most common solutions is to establish a single point of contact for customers, whether external or internal. If the process is implemented properly, the turnaround of customer requests is faster, yielding improved efficiency and request tracking, while problem escalation and resolution are improved. This sets the tone for a single point of contact throughout the service process, which is the primary expectation of customers today. Over time, this term has become a synonym for help desk, by pointing to its effect on customer experience.
A “help desk” or “single point of contact” in an organization can provide numerous benefits, both efficient and cost-effective:
- Using a shared database of customer requests
The single point of contact role may enter the request details into a database. To reduce time in resolving a request, the database is used for checking how the same requests were previously resolved:
- The log used to track progress on requests ensures that the proper action has been taken
- Organization leaders responsible for budgets and management actions can monitor help desk service levels
- It is simple to check when inquiries and requests are not effectively resolved, or an action has not been taken when needed.
- Using a common reporting process
A common way to log inquiries and requests has the following benefits:
- An inquiry or a request only requires reporting only once
- Each request is reported using a common set of attributes, allowing for precision and coherence in their description
- Cases where identical problems in reporting inquiries or making requests arise are spotted and recognized.
- Support processes automation
- Information management is more accessible and accurate
- The duplicate requests, lost, or forgotten requests are eliminated
- The complex support tasks and calculations are made less complex.
- Enhanced access to information
Through their activities, persons who work as a single point of contact produce a myriad of vital information:
- Known errors, solutions, and request histories become available within a company
- Decisions on future enhancements can be made by accessing data from the log to aid in deciding which problem areas to address.
- Improved communication
Having a single point of contact leads to improved communication between technical support and clients:
- The clients have increased access to the service through a single point of contact
- The services offered to clients are improved, as well as the overall customer satisfaction
- A proactive approach to service provision is improved.