B2B | Small Business

How to Improve Help Desk Customer Satisfaction

Author: Pat Fontana
Publish Date: 
Knowledgeable Help Desk

To help improve the customers' satisfaction with their help desk experiences, make sure that the help desk employees have all the current information they need to do their jobs. Train staff members initially on the products your company provides by having them actually use the product. This will help them understand how it works and what kind of issues might arise with customers using the product. Additionally, provide job aids such as handouts or procedural manuals that the staff can refer to for specific questions.

Survey Customers

To better understand your customers' level of satisfaction, you will need to survey them. By asking a few brief questions, you can determine what the help desk is doing right and what needs to be improved. A survey should be conducted by following up with a phone call or email after every experience each customer has with the help desk. Keep the survey short and perhaps offer a brief incentive, such as receiving a discount off their next purchase, for participating in the survey. Use the results of the survey to educate and retrain staff, if necessary.

Monitor Calls

Help desk interactions can be monitored or recorded and reviewed to determine how to improve the level of customer satisfaction with their help desk experiences. For example, if the help desk manager monitors calls and hears customers becoming frustrated consistently with one particular staff member, that staff member should be counseled and retrained, using specific incidents as examples of areas that need improvement. Monitoring calls, listening to customers directly, can also assist the help desk management in more clearly understanding customers' needs and therefore understanding better how to increase customers' satisfaction.


Help desk staff must initially be trained on customer service as well as on the specific products offered by the company. Staff should also be retrained, either because of issues that may arise with specific incidents, because new products are being introduced by the company or because they need a refresher on providing appropriate customer service. Retraining may be necessary after monitoring calls or receiving complaints regarding a particular staff member. Help desk staff who have been on the job for six months or a year or longer can also benefit from retraining, to refresh their knowledge and customer service skills and enable them to increase the level of customer satisfaction among their callers.

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