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Customer Care & Help Desk

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Content

What is Help Desk?

Who should use these?

Features of Help Desk

Hierarchy of Help Desk (Level of User) Flow of Help Desk (Working of Help Desk)

Role of Customer

Role of Coordinator

Role of Specialist

Role of Agent

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What’s Help Desk? 

Help Desk application, provides first level

support & assistance to the customer forimmediate troubleshooting. Application

maintains a library of complaint/problems

with there likely solutions that can be

suggested to the customer on line.

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Who Should use Help Desk

•Companies that provide IT network

Management Services.

•The organization who want to provide

instant solution to their customers.

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Important features

Web based application (can be accessed globally)

Centralised complaint management & redressal.

 Authenticated User Login (encrypted password)

Categorized user / Complaint management.

Instant solution & escalation process

Tracking complaints and maintaining history of each

 Advanced search options

Facility to Export to Excel & PDF format

FAQ management & solutions for complaints.

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Hierarchy of Help Desk

(Level of Users)

The users seeking solution,

enters the problem or searches

solution for a particular problem

Person who categorizes the

problem and assigns it to a

specialist also updatescomplaint status

Person who attends calls/mails of

customers and logs complaintson behalf of customers.

Searches solution from FAQ &

provides instant solution

Specialized person with ultimateresponsibility for providing solution

to customer. He updates the

library of FAQ’s & solutions.

Customer’s  Coordinator

AgentSpecialist

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Flow of Help Desk

(Movement of Problem)

Customer’s 

Agent

Specialist

Coordinator

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Customer’s Interface 

Detail of logged

user – last login

date and current

logged date

Personal Detail

of logged user – 

Department,

email id etc.

List of the

complaint and its

detail status

 Action that

customer can take

 – filter records, add

complaints, export

data etc

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Role of Customer  

Basic role that customer plays in Help Desk are:

1. Refer FAQ – seek help from library (FAQ’s) 

2. Log complaints to seek solution from specialist

3. See the status of logged complaints

4. View solution of the complaints

5. Filter complaint – pending complaints, closed complaints, etc

6. Accept or Reject solution of logged complaints

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Actions of Customer

Detail Chat(complaint, solution)

made between the

concern persons

Detail of

complaint

logged File

attached to

clear the

complaint

Customer can

accept the solution if

it solves the problem

else reject itClick to see the

detail of the

complaint/problem

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Coordinator’s Interface 

Detail of

coordinator

Filter

complaints

Detail of complaints – 

(closed, pending &

unassigned)

View all the

complaints

detail

List of

problems

 Assign the

selected

problem to

specialist

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Role of Coordinator

Role defined for coordinator are listed below:

1. Categorized the complaint logged by customer

2. Assign complaints to Specialist for solution

3. Reassigns the complaint to another specialist (when complaints are

send back to coordinator by specialist)

4. View complaint history

5. View status of complaints

6. Initiates escalation process.

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Action of Coordinator

Click to seethe detail of

problem

Edit and setpriority and

Component

 Assign the

problem to

specialist

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Specialist Interface

See the list

of complaintnot added to

FAQ listList of complaint

for action

Click to see detail

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Role of Specialist

Specialist roles are

1. Provide solution to problems / queries sent by customers

2. Add the complaint to FAQ (if the query is appropriate tobe added)

3. Send back the complaints if it does not belong to their

domain

4. Chat with customers and coordinator to get more

clarification about problems

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Action that Specialist can take

See the list

of complaint

to be added

in FAQ list

List of complaint

waiting for action.

Click to take action

 Attach file (if any) to

provide appropriate

solution

Enter

solution

Communicate

with customer& coordinator

Send solution

to customer

Send back to coordinator,

when problem does not

belong to them

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Agent’s Interface 

This is something unique feature that

we have provide lets have a look

Customer make call to agent => Agenteasily gets detail of the user just by

entering any one of search parametersClick to

get detailEnter any one

parameters to search

customer’s detail 

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Role of Agent

 Agent’s attend the complaint

of customer either throughphone or by email and enter

complaints or problems on

behalf of the customer

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Actions of Agent

Click the name to fetch the

details of the customer’s

logged complaints

To add new

complaint or

search solution

from FAQ list

Complaint history of the

customer

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Process of logging complaint

either from Customer’s interface

or from Agent’s interface

are similar => click onRefer FAQ & Add Complaint 

Adding Complaint

To add new

complaint or

search solution

from FAQ list

Select

Component =>Module =>

Sub-module

Get the solution

from the FAQ

Detail list

If solution does not

exist in FAQ then

 Add Complaint

Fill the necessary

detail and submit

the complaint

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Adding Complaint in FAQ

Complaints are logged by Customer’s and Agent

its solution are provided by Specialist.

If these complaints are valid then they are added

in FAQ list. Adding complaint to FAQ list aredecided by Specialist.

Shows the

complaints/problem

that are not yet

included in FAQ list

Click to Add the

above complaint to

FAQ List

Select

Component =>

Module =>

Sub-moduleChange the subject

of complaint if

necessary

Write

solution

 Attach file

if

necessary

Change the

format of

solution

Submit

solution to

FAQ Library

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Conclusion

The key for having a successful business is not just coming

up with a product that amazes everybody, but actually

providing those who buy it, a support level that ensures

customer delight.