Let’s take a look inside the POS software help desk and see what happens on any given day. Let’s look at the Tower Systems POS software help desk, from the perspective of a typical help desk team member. Here are the raw stats:
- Calls handled: 26.
- Calls resolved on the inbound call: 18.
- Calls resolved on call back and follow up: 4.
- Calls awaiting customer follow up to ensure problem does not continue: 3.
- Call awaiting advice from third party (like a web developer or local hardware tech 1.
This is a typically busy day since in between calls there are case notes to write, advice documents to review and assistance to other help desk team members.
Every call to the Tower Systems POS software help desk is tracked and documented with follow up confirmation and advice provided to each customer for each call. This documentation provides clarity and certainty. It demonstrates transparency between our help desk team and our customers. or us, it is part of good customer service.
We use a professional CRM system to track all customer data and ensure timely and complete feedback. In fact, our follow up email includes a customer feedback opportunity on the help desk team contact.
We run the help desk over several shifts across the 7am and 6am AEST operating hours. After hours coverage is handled separately, outside of the usual daily roster. We ensure team members are given appropriate breaks to protect against stress and burnout.
Calls can come into our POS software help desk by phone, email, text message, Facebook message, Tweet and even good old fax. We take calls from all these channels and we respond to each based on the priority of the query. The priority is usually demonstrated through the type of contact that has been made.
If we can’t get to a call when it comes in it is logged and the call returned as soon as possible. Wait times are managed. We don’t want our customers to wait too long. Urgent calls are bumped up and dealt with immediately because we don’t want any system downtime.
Our help desk process is managed by support professionals who oversee the daily traffic management. They are assisted by the leadership team of the company since customer service sits at the core of what we do here at Tower Systems.
