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Running an efficient help desk can boost customer satisfaction significantly, offering benefits to both customers and businesses alike. However, maintaining a help desk also requires significant resources. Fortunately, you can reduce your staff's workload and improve the efficiency of your help desk through the use of a text messaging system.

The Importance of Help Desk Efficiency

Having an efficient help desk provides your company with the following benefits:

• Improved customer satisfaction. - An efficiency help desk provides your customers with quick access to assistance when they encounter problems or have questions. This improves customer satisfaction and increases the likelihood of repeat business. Improved customer satisfaction may also increase the likelihood of consumers recommended your brand to friends and family members.
  
  
• Business growth. - Having the ability to handle customer questions and concerns quickly makes it easier for your business to grow, evolve and expand.
  
  
• Improved employee morale. - Increased customer satisfaction and business growth lead to improved morale among employees. Employees will also enjoy the ability to stay more organized and be more productive throughout the day.

How Can a Text Messaging System Help?

A text messaging system can improve the efficiency of your help desk dramatically. Rather than calling the help desk and being placed on hold, customers can simply text their questions or concerns to the help desk at their convenience. The employees staffing your help desk can then respond to customers request in the order they are received. Some of the benefits of using a text messaging system to support the operation of your help desk include:

• The ability to conduct multiple conversations simultaneously. - Text messaging allows the employees staffing your help desk to carry on conversations with more than one customer at the same time. This improves the efficiency of each employee and reduces customer wait times. Because conversations are contained in separate threads where all previous communications are easily visible, confusion is also reduced.
  
  
• Texting provides customers with privacy. - Customers can text your help desk without worrying about anyone overhearing their questions or concerns. This option is also ideal for customers who don't like to talk on the phone or cannot find a private location to call your staff when they need help.
  
  
• Texting is instantaneous. - Rather than waiting for your staff to answer the phone, texting allows customers to send their message to the help desk instantaneously. They can then go about their business until a staff member is available to respond. This is also convenient for customers who are unable to contact the help desk during business hours.
  
  
• Only one number is required. - A text messaging system can be established with your existing landline, which means you won't need to give your customers a second number to remember.
  
  
• Impeccable record keeping. - When your customers use text messaging to contact the help desk, you will have a written record of all communications between them and the members of your staff. Should you need to review a previous conversation, you will be able to access it easily.
  
  
• Convenient for customers. - Customers can text your help desk at any time of day and from any location. They don't have to worry about finding the time to call or being in a quiet place while they are speaking with your staff.

Text Messaging from Trumpia

Trumpia offers two-way texting software that your business can use to expand the reach and improve the efficiency of its help desk. With our software, your customers can text their questions and concerns to the number they already know, even if it is a landline. If you use a text to landline system, all of your customers' texts will simply be delivered to an inbox that your staff members can access from their computers or mobile devices. Replies to customers' questions will be sent in the form of an SMS message. We can also set up dedicated inboxes for each of your employees so that they can keep all of their messages separate and organized. Contact us today to learn more about setting up a customized text messaging system for your company's help desk. If you would like more information about other mobile communication options that might help your IT department, download our complimentary Mobile Marketing Success Kit.

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