Help desk merchant are in high demand, and thankfully, most are listening to what the public want. Most new business owners are in the age range of 18-35, and while this range may seem wide, most of these new entrepreneurs want the same thing: Good tech support. In fact, 80% of new business owners in this age range prefer social media or online communication, versus phone communication when dealing with a customer or business issue. This number may seem high, but it mirrors the general thought of communication of this age range.
Social media and online communication is huge, and if you are a help desk merchant, you need to take note. While telephone communication still works – and sometimes is best – most business owners do not have time to wait on hold for a help desk agent. This is why “live chat” features are becoming more and more popular with colleges, online shops, and even online help desk agents. While new technology can be tricky, and sometimes take a while to figure out, it is best for your growing and evolving business.
Research has also found that nearly 25 percent of millennials expect to get a response within ten minutes of reaching out for customer service via social media, and more than 30 percent expect the same speed of response when posting a query via text messaging. This quick turnaround may be tricky for new companies, but it can be done. Many online services offer the chance for someone to leave an online message with contact information, which you can reach out to when you are available. Not every help desk agent can hire multiple operators, and this is a great option for those who have one, or a few, operators.
Above all, keep positive. Even if you are slammed with work, or have multiple online chats or texts going on at the same time, be courteous. Research shows that nearly 25% of business owners between the ages of 18 and 35 would not return to a service that had lackluster customer services. Customers service is huge, even when you are not speaking to the person, so be sure to use good business etiquette at all times.