Love Your Help Desk
A fundamental shift is underway in business organizations as customer service takes on an increasingly important role as the main customer-facing position.
In recognition of the foundations role the help desk plays in winning and maintaining customer relationships, Zendesk has launched the Love Your Help Desk site as a customer service resource for companies and agents looking to better understand the potential of their customer service help desk.
There are informational and how-to articles, videos, customer service surveys, blogrolls, Twitter lists, stickers, banners for your website, and more which can all be found here. You can find out more about the revolution here.
Please voice your opinion on the campaign via Twitter or join the group conversation on the Facebook Fan Page. We're collecting feedback on who and what should be included in future lists, and we'd love to hear your submissions.
When we started Love Your Help Desk we gave people ten reasons why their help desk didn't matter and why they could just as well shut it down. Of course nobody could agree to that. That's also why we've put together another ten reasons for why your help desk matters more than ever. We hope this campaign raises awareness around the fact that the customer relationship is firmly in the hands of a business's support staff and is truly becoming the sales force of tomorrow.
Ten Reasons for Help Desk Indifference
- The sales team can handle the sales cycle on their own.
- Sales and product are the real heart of your business.
- It's a cost saving measure - you'll get better bagels AND cream cheese in the office for the day!
- The best customer service is crowd sourced, customers only need each other.
- You have an awesome product and don't need customer service.
- No one will notice if customer calls or emails go unanswered for one little day.
- Any questions your customers might have can be found in your rocking FAQ.
- Help desk workers could use a day of rest to recharge right before the holiday rush.
- Everyone loves your business and only has nice things to say.
- Revenues and profit margins don't support full time help desk agents.
Ten Reasons to Love Your Help Desk
- Let's be honest, a product without bugs doesn't exist
- The best opportunity you have to win a lifelong customer is when someone who has had a bad experience is won over through customer service outreach - like the ex-smoker who is religious in their intolerance of the smell of smoke.
- Customer service grows your sales through upgrades sold based on customer agent relationships,
- You don't want the hashtag #fail attached to your company name on Twitter. Have you seen what people have to say?
- Customers expect a full life cycle commitment to a product.
- There's no one size fits all product (expect the Snuggie!) and customers need help to adjust products and services for their needs.
- Your agents hear and report back invaluable product development ideas.
- Advocates and detractors are always the most vocal and your company needs to encourage and support the voices of the advocates.
- Customer service agents are the human face of your company, they create and nurture the connections and relationships that make you money.
- You'd lose a significant amount of business in even a short time with no customer service.