A large portion of the customer service representative world is tied up in the help desk industry. The help desk industry is essentially the industry that keeps things running smoothly on a company product, with customers calling the help desk when they are having difficulty using it.
As a result, it is very important that the individuals who decide to be customer service representatives in the help desk contact centers across America know what they are talking about, are knowledgeable in the product and are able to troubleshoot any problem that may come their way.
Help desk customer service representatives are so incredibly important to the well-being of a company, that without them, huge amounts of business could be lost. Look at it in this scenario.
A customer buys a product and when they try and use it, they just can’t seem to figure it out. They play with it, adjust it and try and read the manual but to no avail. So, they contact the customer service help desk in an effort to learn the product.
In the first case, they find out that there is no help desk for customers, and that customer quickly packages up the product and takes it back to the store to exchange it for something that will not only be easier to understand, but have a good help desk service available in case they don’t understand it.
In the second case, they contact the help desk customer service department and are greeted by a nice customer service representative who is more than happy to begin helping them with their product. After a few minutes of assisting the customer, the customer service representative is able to resolve the issue and provide excellent help desk customer service support. The customer is very happy and resolves to not only purchase products from the company in the future, but to also praise the company to their friends and family.
In the first case, the company will lose money due to the lack of a help desk and customer service representatives, while in the second case, the company gains not only more business from that customer, but business from their family and friends as well. That is well worth the cost of paying the salary of customer service representative to work the help desk.
Often forgotten in a company, but crucial to the success of a company, help desk customer service representatives are the first line of defence between a company and customers who need assistance on a product. Despite their importance, their pay is less than that of others in the company, and they are looked on as phone operators and not the highly important customer service representatives that they are.
A help desk is an incredibly important part of a company and any company that wants to do well with a help desk needs to spend the money to ensure that the staff who man those phones are competent and knowledgeable in the products the company sells and the customers use.
