5 Ways Helpdesk Systems are Failing Your Contact Center and How LiveVox Can Help

5 Ways Helpdesk Systems are Failing Your Contact Center and How LiveVox Can Help. What is a contact center administrator?

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

Share this story

Providing quality customer service is a top priority for call center leadership. When customers receive poor service, their perception of that company can be negatively impacted. With social media at the forefront of 24/7, real-time communication, it’s far too easy for a company’s error to become magnified tenfold. In addition, businesses want their customers to come back. Bad service can be a significant deterrent. This is why agents are trained to provide customers with a smooth experience. They’re given the tools needed to provide adequate customer support through helpdesk systems. 

Help desk teams are constantly fielding calls from customers that may not be too happy. Customers generally reach out to help desk agents when they’re having problems with a service or product. IT support is a good example. An internet company helpdesk agent might receive hundreds of calls per week with customers unable to get online, and many of them are already frustrated. Help desk agents must know how to expertly navigate their designated platform and confidently troubleshoot while the customer is still on the line. The platform an agent uses makes a major impact on the quality of service they deliver. The helpdesk platform is an integral part of quality service. 

Sometimes call centers might not realize that their help desk systems aren’t giving agents the resources and tools they need to get the job done. In cases like these, the customer journey suffers. That’s why it’s important to understand how help desk systems can sometimes fail and know what you need to look for in quality help desk software. Here we’ll go over 5 ways that help desk systems often fail the call center.

Sometimes call centers might not realize that their help desk systems aren’t giving agents the resources and tools they need to get the job done

Excessive ticket resolution times

The current on-demand consumer generation is used to getting the support they need as soon as they request it. When a customer is experiencing a problem, waiting to get help is the last thing they want to do. Their frustration will only increase, and result in a negative customer experience. If ticket resolution times are consistently taking too long, you risk losing business to a competitor. 

In order to improve ticket resolution times, ensure that help desk agents have the software and training they need for smooth workflows. The right platform can dramatically improve the speed at which agents resolve tickets. Automation can help cut out tedious processes that may hinder agents from getting the job done in a timely manner. For example, LiveVox’s Integrated Ticketing feature automates routing according to ticket type or priority. This ensures that those customers with the most time-sensitive issues are assisted right away.

Disjointed communication

Omni channel platforms in the contact center have given agents the ability to interact with customers through SMS, email, and chat in addition to voice. This provides convenience for customers that may not have time to make a phone call. However, since communication can now be spread out across various channels, siloed data becomes a risk for help desk agents. Siloed data occurs when different platforms or software don’t communicate with each other. If a customer relays an issue via chat but needs a live help desk agent to help, they may need to explain the problem a second time. This can easily lead to an escalated call and an upset customer. 

A unified platform that integrates all channels of communication can give agents a holistic overview of customers’ profiles. The LiveVox unified CRM provides agents with a full history of each customer’s interactions. They are able to read past conversations to gain better context to help customers immediately after they’re  connected.

Poor customer communication

The help desk system use is a critical component of the help desk workflow. If the platform they use to create and resolve tickets is outdated, communication may be negatively impacted. Constant communication is one important factor of quality support. Real-time notifications are a seemingly small but helpful feature of newer help desk software. Customers appreciate being kept in the loop. By getting status updates for their tickets, they know that their problem is actively getting resolved. It can be unnerving for a customer to call in with a support issue and then go days without hearing a single word from a company. Providing them with real-time notifications through the ticket’s journey reinforces trust. Advanced ticketing solutions like the one offered by LiveVox also provide ticket tracking via shareable URLs. Customers can click on a link and see their ticket status.

Rigid workflows

Many help desk software programs provide workflows that are inflexible and don’t necessarily align with the way every company delivers support. Some may have extra features that they don’t need, while others may be missing features that would benefit a company. Customized ticketing systems allow contact centers to tailor their workflows to the needs of the company. LiveVox provides users with a customized ticketing system that allows them to configure different ticket types. They can also choose where to route specific ticket types. For example, if a ticket indicates that the customer is Spanish-speaking, it can be automatically routed to a bilingual help desk agent for support. 

Many help desk software programs provide workflows that are inflexible and don’t necessarily align with the way every company delivers support

Lack of self-service options

Self-service is a common feature that companies provide to customers for added convenience. Customers can reach out via SMS, email, chat, or voice to perform routine account maintenance tasks without having to speak with an agent. Instead, virtual agents can interact with customers to get them the help they need. With ticketing, self-service isn’t always an option. Many times customers are forced to make a call to get their problem resolved. However, provided self-service options in the help desk system department can give customers their time back. Self-submission allows customers to input their data and list their problems themselves. They can usually do this online. Agents would then receive those self-submitted tickets by priority. LiveVox’s ticketing solution allows customers to submit tickets themselves 24/7. This also helps reduce the call volume for help desk agents, and gives them time to speak to customers that may have more urgent issues immediately. 

If your help desk platform isn’t allowing agents to provide a smooth customer experience, consider revisiting the software you use and identify present gaps. Learn more about LiveVox’s ticketing solution by requesting a demo to see how your call center can benefit from advanced help desk technology.

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

How Will You Use AI
in Your Contact Center?

Learn how top leaders are ranking and prioritizing AI adoption and implementation in their contact centers.

Fill out the form below to download the report:


About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

You May Also Like

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com

This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com

This will close in 0 seconds