Work at Home Moms Talk Radio

I am guilty of it myself.  I want an answer and I want it now.  I really don’t like it when I click on a support link and I am taken to a ‘help desk’ set up where I have to create a user account just to submit a question. But – I’ve gotten over it and so must you!

Let’s take a look at how Help Desk or Support Ticket software usually works.

A.  You create a user account.  This involves you providing your name and email address and any other important info.  The system will then tell you to check your email for a confirmation link.

B. Check your email. Click the confirmation link.  Now you can log into the Help Desk with your username and submit a request for help.  The customer service rep will receive your request and reply and you will receive an email alert for the reply. (Most of you are very well familiar with the process.  It’s the same thing you do when you join a new message board or sign up for a mailing list.)

Why do you have to go through this pain in the behind? (Why can’t I just send a cotton picking email?) 

Emails get lost.  Emails get blocked by spam filters.  Emails get overlooked or accidentally deleted.  Email is just plan not reliable.  Many a customer service email request has been replied to only to find out later that the client never got the reply and is upset.   

Providing good customer support is important to companies and it’s important to you as a consumer.  Most internet based businesses cannot afford to provide 24 hour telephone or live help support services.  So they use the Help Desk system to receive, track and respond to requests for help.

With an online Help Desk system you can communicate with each other via email AND log into the help desk to view the status of your request.  If a situation requires several emails back and forth, it will log them all and keep both sides up to date on resolution progress.

I’ve heard from SEVERAL work at home mom business owners that they have a hard time getting their clients to use the Help Desk systems.  They email them directly or place phone calls to their home and say things like ‘I couldn’t figure out how to use your help desk’. 

I know there are always a few newcomers who really are confused about how things work online, but I’ve looked at half a dozen help desk systems and they are all very well labeled – so I’m guessing that what they really mean to say is ‘I don’t want to have to register and confirm my email just to ask you a question.’

By the way, I have personally found that I get a faster response from businesses that utilize a Help Desk system over those who simply provide a contact email address. So, overcome your impatience with Help Desks and use the systems that have been provided.