When used correctly, help desk templates can allow you to get back to your customers more quickly, save agents' time, and help minimize mistakes. Here are 5 help desk templates to get you started.
Last updated: April 21, 2022
Customer service is the biggest concern of many businesses. Keeping your customers happy and satisfied is more important than almost anything else you can think of when it comes to running a company, and it’s not easy to do. 90% of customers use customer service as a deciding factor when considering whether to do business with a company. Implementing a help desk is a big part of delivering outstanding customer service.
A help desk is a tool that companies use to help customers more efficiently and gain insight into the customer experience. It tracks tickets that come into the business and helps agents organize and respond to them.
There are all sorts of written resources involved when it comes to running a help desk. A help desk is no good without some handy templates to supercharge your support team. The worst thing that can happen is that your agents are forced to type out the same responses over and over again, when this can be prevented with some well-chosen templates.
Templates can include canned responses for common support requests or outlines for internal documents like procedures. It can refer to any written document in association with the help desk that helps agents do their jobs more effectively. Scroll ahead if you want to see some help desk response template examples.
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- Welcoming our customers in a friendly manner - Practicing active listening towards our customers to be sure we understand their concerns - Maintaining transparency, politeness and competence at all times - Following up with our customers in a timely and effective manner It is the policy of [COMPANY NAME] to faithfully support our customers in using our products and services. We are proactive in soliciting feedback from our customers which helps us measure whether our efforts are hitting the mark, and gives us an idea of where we need to improve. Help desk agents should ask customers for their feedback after the resolution of every ticket and be open to constructive criticism. The aim of this policy is to create consistent standards and procedures for receiving and responding to customer feedback, ensuring that responses are time-efficient and that every instance of feedback is acknowledged. The policy sees every interaction with a customer as an opportunity to produce someone who is satisfied with our service, or at the very least feels they were listened to and had their concerns taken seriously. Response standards Wherever possible the customer request should be resolved on t he same day that it arrives in the business. Nevertheless, in many cases the incident needs to be referred and followed up to completely grasp and resolve the problem so in which case the following standards should be adhered to. Acknowledgement - All customer requests for service should be recognized within [NUMBER OF BUSINESS DAYS] - The recognition should include the person that the issue has been referred to and let the customer know when they can expect a reply - If the customer feedback is given by phone then the recognition should be made verbally - If the customer feedback is given by email then the response should be made through email as well Resolution - The customer’s issue should be resolved within [NUMBER OF BUSINESS DAYS] - If the customer’s request cannot be resolved, then the response should include clear reasons why not - If the resolution cannot be provided within [NUMBER OF BUSINESS DAYS], then the customer should be given a proposed estimate of when they will receive it
When a customer contacts your help desk, it’s common practice to send them an auto response that acknowledges the receipt of their email. This assures the customer that their problem is being worked on and they will feel like they are a priority to the business. If the customer’s email is not acknowledged, they might be confused about whether the business has received it and potentially send another email just in case, which might result in duplicate tickets being created.
Hi [CUSTOMER NAME], Thank you for your inquiry to [COMPANY NAME]. This email is just to let you know that your request has been received. We assure you that our team is already working on your issue and you should be sent an update shortly. If your request has already been resolved, feel free to let us know by replying to this email or calling [CONTACT NUMBER]. Thank you for your patience. We are always here to help! Thanks, [YOUR NAME]
When working with your help desk, it’s typical for companies to create help desk workflows that contain all the steps necessary to help them resolve customer issues. Workflows enable them to organize their operations and keep all their agents on the same page. Here we have included a sample help desk workflow template that you can use to supercharge your help desk.
We’ve included all these templates for you to use in your help desk operations. They will help you craft superb written documents that are the backbone of your customer service team. Templates can be used as a jumping-off point for delivering excellent customer service since they speed up your activities and create consistency in your communications with customers.
You can also use templates to create high quality internal documents for your business. You can document your workflows with diagrams or create a policy and procedures document for dealing with customers.
Templates are living, breathing documents. You’ll want to develop them as your business grows and add more templates to your repertoire, and sometimes remove old templates. Train your agents on how to use templates to provide better customer service and get the most out of your help desk.
