Help desk definition

What is Help Desk?

Help Desk is usually the first point of contact between the company and a consumer who needs assistance throughout their buying journey with an organisation. Help Desk employees are supposed to provide the individual with quick and relevant support, support them with problem-solving and offer comprehensive consultancy.

Help Desk can provide assistance through different channels, both traditionally and digitally, including:

  • Telephone call
  • E-mail
  • Voice or text message
  • Live chat
  • Social media,
  • Knowledge base
  • Ticketing system
  • in-person interactions.

With professional Help Desk services, an organisation can build a friendly and stable relationship with the customer, create loyalty and keep them coming back in the future, as well as recommend the brand to others. As a result, you can expand your customer base, drive revenue and maintain competitiveness.

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