Help Desk Expert Insights

by Jeannie Walters, CCXP

What major trends are you see in the help desk and customer service space right now?

One major development is allowing customers to access technical/product experts directly via social media. Customers want this access, so savvy companies are creating internal and operational ways to help connect customers more directly and quickly to those experts who can help them.

How do these trends affect companies looking to purchase a help desk platform?

Any platform will need to create easy ways for internal collaboration, swift response to social media customer service issues and issue resolution. Platforms should make the job of the customer service rep easier, not only to reply and respond to customer issues, but also to identify larger issues what can be proactively addressed to avoid issues in the future!

At what point should a company consider incorporating help desk software into its customer service practice?

Customer service deserves to be considered in each part of the customer journey. If customers are suffering because of help desk software, or lack thereof, it's time to create a seamless process in whatever way possible!

About the Expert
0  ev3kqoer7cpeb2rruntkbylke3ph srr7tykbg977zccnsuym5docd4yxtswzuc1wb0wr7l7mzq
Jeannie Walters, CCXP
360Connext CEO, Customer Experience Consultant, Speaker
Jeannie Walters is the CEO and Founder of 360Connext, a global customer experience consulting firm dedicated to creating fewer ruined days for customers- improving loyalty, customer retention, and overall customer experience.  Jeannie is a Certified Customer Experience Professional (CCXP) and the Chicagoland Ambassador for the Customer Experience Professionals Association.  A global speaker, Jeannie has presented to audiences at TEDx, Customer Experience World in London, Next Generation Customer Experience in San Diego, and many more. Jeannie is a regular contributor to publications like CustomerThink, Social Media Today, Retail Customer Experience, SteamFeed, and many others.  Check iTunes and Stitcher for the Crack the Customer Code podcast, which she co-hosts weekly with customer service expert Adam Toporek. Jeannie was named one of the Huffington Post's “Top 100 Most Social Customer Service Pros On Twitter" and the Online Marketing Institute's "Top 20 Digital Marketing Strategists for 2015."