The amount of software and technology these days is head-spinning. People are getting more and more dependent on computers. After all, they help us in so many ways!
On a side note, though, innovations become irrelevant and out-dated even quicker than you can learn to use them properly. Very few last – especially those in the web realm.
This is probably why there has been so much talking about the UX improvement lately – for better user experience is the pursuit of better sales.
It’s only natural that in trying to enhance the customer service and help people use their devices, applications or software, most product companies invest into a lifetime 24/7 tech support or outsource dealing with technical issues to third-party contractors.
Having a communication medium such as helpdesk (service desk) is an absolute must for any client assistance service. The benefit is obvious: using a helpdesk system enables to receive, track and solve customer support issues.
Choosing a platform for putting up a helpdesk website is important to ensure that it’s easy to use for both clients and support managers. WordPress is an excellent content management system that can suit both small resources and full-blown support portals.
So, let’s take a look at the 3 ways to improve the look and feel of your helpdesk site with minimum effort:
1. Implement human-oriented design
If you’re not a design guru at all and “human-oriented” doesn’t ring a bell, you still have a chance to do everything right. The easiest way to design a helpdesk website is select ready-made premium tech company WordPress themes. Most likely, professional designers, have already given their thought to including all the necessary elements to make the layout comfortable and clear for an average human being. Remember, a service desk site is literally the face of your company, so you can’t afford it look cheap!
DW Helpdesk WordPress Theme
DW Helpdesk by DesignWall has DW Question & Answer Pro and DW Knowledge Base Pro plugins in the package. They will let you create a full-blown knowledge base for your clients and react to the most frequent issues they might experience.
Effective IT Solutions WordPress Theme
Information Technology WordPress Theme by TemplateMonster is loaded with an array of features like newsletter subscription form, contact form, commenting system, and so much more to let the customers reach out to you.
2. Build a credible knowledge base
Since we’ve already spilled the tea on building a knowledge base, let’s get more into the question. So, what is a knowledge base? It’s sort of an online library or a catalog that has information organized so that it would be easy to look up and browse. Basically, it’s a resource that is always available to your customers and has the answers to the most frequently asked questions or issues people might face using a product or a service.
The perks of having a knowledge base on a helpdesk website are obvious:
- Clients always have self-service options such as FAQs, tutorials, instructions on product care, updates and more.
- Tech support staff become better specialists in their field of work writing how-to articles, troubleshooting guides, white papers or filming video tutorials for the knowledge base.
- Developers and support agents will definitely turn to your helpdesk if you supply code snippets, templates, macros, and tools they can use for work.
- SEO-wise, creating exclusive and valuable content for a specific area of expertise is great for attracting more traffic to the website.
Are you still thinking, if you should have the knowledge base on your helpdesk site?
3. Establish mobile support
Since the use of mobile technology is booming, it’s high time to establish a mobile-only support squad, if you still don’t have it! Building a team of assistance pros who can address mobile issues and keep track of the ever-changing mobile technologies is a great investment into the business.
In case you’re short on funds, consider mobile support apps adoption. This will increase the flexibility and speed of support services as well as enable people to contact the support service after traditional work hours. Taking a look at the best examples of customer service mobile apps will help to understand a specific direction your service should follow.
Establishing mobile support may not be a part of your current business plan, this is why finding a third-party assistance contractor is a win-win solution. Outsourcing parts of work to external specialists may help your company increase the productivity and sales.
Conclusion
Now you know how to improve your helpdesk service and make your technical support more effective and professional. What other ways do you use to improve the appearance and functionality of a helpdesk you’re running? Sound off in the comment section below!
