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How Support Teams Can Stay On Schedule

Support teams don’t get enough credit. They diagnose and troubleshoot problems while simultaneously working to keep the customers informed, happy, and most importantly – returning. Good support teams keep churn low. Great support teams keep churn negative. 

Theodore Roosevelt once said, “Whenever you are asked if you can do a job, tell ’em, ‘Certainly I can!’ Then get busy and find out how to do it”. Support teams act as the first line of defense for your company. They are the ones who first hear about problems and it’s their job to tell the customer it’ll be fixed quickly (even if they aren’t sure how they’ll do that yet).

Sometimes customers barely reach out for a week. Other times – it seems like half your customers reach out at once. While juggling a hundred tasks/week with a customer-facing smile, it can be challenging to stay on schedule. 

At the end of the day, software isn’t solely responsible for your company’s incredible customer support process. Rather, tools like HelpDesk+ give your support team the necessary room in their schedule to implement the stellar customer support process. 

Direct messages flood the support staff with questions.

To make matters worse, many of these messages are repetitive requests. Another colleague might’ve asked the same question the day before.

Outside ticket systems are complicated, slow, and offer a poor user experience.

Combine all of these together and you end up with an overstretched support team that’s juggling too much. 

HelpDesk+ reduces ticket volumes and ticket resolution time. Nobody needs to wait for a response from the support team if they can look it up themselves. Immediate answers obviously impact the company as a whole but what does this mean for the support team? 

Fewer fires to put out. They can now spend the majority of their time helping customers with issues, instead of helping their own staff with issues. 

Here’s how it works:

  1. An employee needs internal help from IT, HR, Facilities, or other teams.
  2. The employee creates a support request from Slack with HelpDesk Plus.
  3. The service form in JSD is automatically mirrored in Slack.
  4. The request is intelligently routed to the support team in a Slack channel.
  5. The team communicates to gather further information and resolve the issue–all from Slack.
  6. Employee satisfaction with internal support increases and rouge requests are reduced.

The responsibility of troubleshooting common problems exists because support teams are often forced to act like a communication silo. HelpDesk+ puts the answers to these common problems directly in your Slack channel. 

We use AI to identify, solve, and automate repetitive tasks. No more ad-hoc requests to your support team. Remove repetitive tasks for your support team. Instead, let them focus on efficiently helping the right customers.

Logan Vantrease

Customer Success Manager at Nextup.ai