A helpdesk is a software that is used by organizations to collect all the communication received from their customers. This software enables organizations to respond to their customer’s queries and orders in a fast and more effective way. It is through a helpdesk that an organization can classify different responses regarding a certain product that they sell, get feedback on how customers want them to better their services, and also receive orders of products and services in real-time.
Helpdesks ensure that customers do not have to physically visit a shop or industry to place their order. Since helpdesks are software that enables customers to easily communicate to organizations or business entities via their websites or social media handles. When an organization has a helpdesk, they have customer representatives who receive questions, feedback, or orders from their customers or potential customers.
An organization that has a free helpdesk has a competitive advantage in this day and age. The world has been attacked by the COVID-19 pandemic which has forced many businesses and organizations to result in remote operations. This is because there are rules and regulations to be followed especially on social distancing and avoiding crowded places.
It is for these reasons that organizations and business entities have resulted in remote operations and hence bettered their online presence. This means that work can continue and their customers can continually buy products and receive services from these organizations and business entities. This hence means that there have to be people that promptly respond to what customers are saying and the organizations have to keep showing the public that they exist.
This could be done through frequent advertisements, social media posts, and prompt responses to inquiries the public makes via phone calls, short service messages, social media messaging and comments on their posts, and frequent updates on their websites as well.
4 Challenges of Using a Free Helpdesk
As much as the use of a free helpdesk may have many advantages both to the organizations and the public as well, challenges are something they come with too. This article will highlight four challenges of using a free helpdesk.
Repetitive tasks and time-wasting
Organizations and business entities that have free helpdesks often receive the same kind of questions. These same questions would come from many customers or prospective customers. As much as this may be boring for the customer representative who receives them, they ought to respond to each one of them and remain kind and courteous to the customers.
As much as a customer representative has responded to a question(s) this may trigger a customer to bring in more questions that a customer representative should take time and respond to. Questions that are repetitive from several customers may end up wasting the time for the customer representative and may lead him or her to lose psych in their job.
It is these repetitive and time-wasting tasks that lead organizations and business entities to contract several people in the customer service team.
This hence means that an organization can have their customer representatives work in shifts or allocate certain questions to a particular customer representative(s). This will ensure that a company gives the right kind of responses to customer's questions and avoid contradictions at the end of the day.
Recurring support issues
Organizations or business entities often receive their customers' data via their websites. Customers that want to inquire or order a product or service from an organization or business entity may be required to sign up or form an account via an organization’s website. This may sometimes bring in errors especially where one needs to set up a password.
Support issues come up when customers forget their passwords and hence the helpdesk customer representative has to come in handy by sending the customers to reset passwords. Such problems may be recurrent especially If an organization or business entity has several customers and hence this becomes a challenge to an organization’s helpdesk team.
Helpdesk receiving too many phone calls from customers
Another way helpdesk receives communication from their customers is through phone calls. A challenge that may come through is when an organization receives too many phone calls from customers. An organization may have several helpdesk customer representatives but the phone calls become too many hence some customers are left unanswered.
Difficulty tracking assets in real-time
Organizations and business entities have several customers hence it is a challenge when it comes to tracking their assets in real-time. This may lead the helpdesk customer representatives to spend a lot of time tracking the assets of their customers.
Conclusion
Several challenges come with having a free helpdesk. These challenges may lead organizations or business entities in giving their customers slow responses to their queries.
