3 surprising Help Desk secrets to improve user satisfaction3 min read

Help Desk

We all think of customer service as an agonizing art, especially when it comes to getting help online. However, customer service and help desks are the foundation of every business. Just as a coffee barista can lift your spirits by asking you how your day is going, online help desks can provide stellar customer service. Simply employ some proven techniques.

Live chat, and 24/7 support tools are wonderful things. However, it’s not enough for it to be fantastic on paper, they must contribute to a great experience. Of course, we all know the tips and benefits of “being consistent, polite and witty” when it comes to help desks, but is it possible to go further? Yes it is!

Below are 3 of the most surprising techniques that help desks can leverage to achieve the highest levels of customer satisfaction.

Remember the Occasions

– One of the best ways to build brand loyalty is to give your users special discounts. Plus offers and even gifts for their birthday, their anniversary of joining, or a national holiday. The fact is that we all use help desks. However, can you remember the last time you received a communication from a help desk on the occasion of a special occasion? Probably not.

What may start as a “Hi Eric, it’s your birthday, and we want to send you a greeting” email with a special offer, can lead to sincere appreciation, and much higher customer satisfaction. You should know that more than 59% of B@B marketers consider email to be the most effective channel for generating revenue. When it comes to help desks, it’s already integrated, so it makes a lot of sense.

Educate Your Users

– The definition of online help means resolving an incident. But what about educating the user, so that the incident never comes up on their screens again?
Yes, education is very important. Sharing a few tips via chat or phone can work wonders.  Believe us, users really appreciate it.

Monitor Satisfaction

– The success of your help desks is known by keeping track of user satisfaction levels. Did you know that globally, the average cost of losing a customer is $243, and that in the U.S. the annual cost of poor customer service exceeds $83 billion? On average, the value of loyal customers is up to 10 times more than the amount of their first purchase.

Therefore, scrupulous monitoring of customer satisfaction is critical. Both to optimize it, and to ensure that the support offered is relevant and accurate. With the mobilization of the digital conglomerate towards mobile technologies, support optimization and monitoring are absolutely essential.


The human touch: being fun, friendly, and always being present on social media are also some small, but important details that help make the experience the customer receives through your help desk a successful one.

According to many experts, customer service is the new marketing. Your help desk can play a pivotal role in building long-term brand loyalty.


Follow these links to find a help desk tool that can help you improve your business


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