What do customers expect from a helpdesk?

One common theme across these FAQs is technology, and customer expectations from a helpdesk are no exception. Gone are the days of calling a 1-800 number and sitting on hold for 30 minutes (they’re not entirely gone, but they should be). For organizations who want to compete on service, know that customers expect your helpdesk to:

  • Be accessible through a multitude of channels, including chat, social media, and email
  • Make the information they need easily and quickly accessible
  • Be proactive, and seek out customer feedback and preferences