After you’ve chosen the best help desk software for your needs, you want to make sure you set it up and manage it the best way possible to enjoy its maximum potential. Accurate configuration is important in ensuring the software does not create problems and ruin user experience.
A perfect example of how to ensure your staffs make the most of your help desk system is by using custom fields. This blog will discuss how to use custom fields to optimize the way your employees use this important tool, but first; let’s find out what help desk software really is.
What is Help Desk Software and Why do Businesses Need It?
In essence, it is a one-stop contact point where clients or in-house teams send their queries or problems.
This tool enables companies to businesses to handle customer concerns and questions by monitoring tickets from receipt all through to resolution.
What’s more, it provides agents with a range of support tools that foster collaboration to ensure the immediate and proper response to queries.
Because nearly half (42 percent) of customers look forward to a response in an hour—according to a study titled “The State of Customer Service Experience”— business cannot afford to ignore the need for this valuable tool.
It is becoming a meaningful way to keep customers satisfied so that they don’t abandon us.
Implementing Custom Fields to Optimize How Your Staff Utilize Your Help Desk System
This productivity tool not only saves time but also streamlines communication among support teams and customers as well as between departments. Find out the different ways to implement custom fields to cut on spending while reducing time wastage.
Name Your Fields Appropriately
When implementing software, businesses often hurry through the setup stage. And one area where they make a mistake is in the custom fields.
Avoid rushing through your fields so that you can finish and carry on to the next item. Always ensure your labels are very clear.
For instance, don’t just add a field titles “Location” or you’ll get a string of answers including nations and towns. Be more specific by adding “State” or “Country,” these are well-defined field titles that will ensure you capture the exact info you need.
Naming your fields carelessly can be a source of headache because you will have to go back to your software database and fix the error manually as soon as it dawns on your info is not being appropriately inputted.
Use Sub-fields to Streamline the Information Entry Process
An excellent way to avoid including custom fields that aren’t clear in your help desk system is to use main-field and sub-field where applicable. For instance, when a customer chooses a main field like “Luxury Cars” as the type of car, a sub-field should appear that asks “What Model?”
From there, info like “Mercedes” or “Hyundai” can be chosen in the sub-field to give additional and valuable information.
This kind of order ensures you get more info about customers without a hassle and ensures your customers do not get tired feeling your forms, thus ensuring the better customer experience. Furthermore, your representatives can use this data to make more informed decisions when addressing customer issues.
Mark only The Most Important Data as “required” In Your Customer Forms
Honestly, you do not really need to mark irrelevant fields, e.g., “Middle Name” as required in your customer forms because they are only time wasters and won’t any value to the process.
On the other hand, a field like “Sex” may seem unimportant but can prove useful because it ensures representatives know whether they are addressing a male or female and reduces the chances of making mistakes with unisex names.
While customization is critical in help desk software, it only works best if you have relevant information. An excellent to always stay on track is to ask yourself; “does adding this field better help desk experience for my clients?”If your answer is not, then you may not need to include it.
From the above points, you can see how spending valuable time in coming up with custom fields is vital in streamlining processes in your help desk system. Follow these steps anytime you need to configure your custom fields the right way.