Three Tips for Help Desk Success

Jun 16, 2015

Help desks are great resources for businesses and consumers, but it can be tough to operate one correctly. The vital technological resources that a help desk provides are often the only thing standing between a successful business and a failing business. This is why the businesses are so important, and why many get into the business. While it can be tough to operate, it can be rewarding. You just need to know what to do to help your help desk run smoothly.

First off, hire the right people. The wrong staff can doom any business, and the right staff can help any business flourish. By having the right staff for your help desk business, you can make sure that your customers are taken care of. Education is important, but so are customer relations. You can be the smartest guy in the room, but if you cannot communicate well, you’re not going to be a good help desk agent. Likewise, be sure to offer up the necessary training for all of your staff, whether they are highly educated or not. Every help desk has its own way of operating, and you need to be sure that everyone is on the same page.

Secondly, you need to know the key info. You need to document where you started, what you have done, and what is coming up. Key performance indicators, or KPI, can help you establish a baseline for your business, as well as define goals later one. Also, it is a good idea to track call and hold time, as long holds and waits can cost you business.

Lastly, be sure to keep your clients informed with what is going on. From wait times to scans to suggestions, be sure to keep track of everything, just so that you have a record. Without a record, you are lost if a customer calls back needing additional assistance. Another good rule of thumb is to make sure that you are backed up by a good help desk merchant account, like the one offered by EMB. Failing to do so can cost you, if a financial issue arises.

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Having a merchant account allows an account holder to take advantage of merchant cash advances. When a merchant is approved for an advance, the business agrees to receive a lump sum of cash in exchange for an agreed-upon percentage of future credit card sales.

Pricing varies depending on the merchant’s industry, past credit card processing history, the type of business seeking the account, average ticket sales, and average transaction volumes.

Yes, EMB works with merchants who are building their credit, as well as those who have poor credit. EMB also approves merchants that have no credit card processing history and businesses that have lost their merchant accounts due to high chargebacks.

Several factors influence a merchant’s risk level. Though only one factor likely will not get a merchant classified as high risk, a combination of these may: business size, location, and industry, credit score, credit card processing history, a industry’s reputation for excessive chargebacks, a prior history of high chargeback ratios, and whether a merchant exclusively sells online.

Virtual terminals are stationed on a merchant’s website, making it easy for customers to make a payment or purchase online. Merchants or a payment processor can easily set up virtual terminals, so online businesses can accept credit and debit card and e-check transactions.

A merchant account is a business account with an acquiring bank. Without this business account, which actually works more like a line of credit, a merchant cannot accept and process credit and debit card transactions. Businesses need a merchant account to accept major credit cards via a static point-of-sale terminal, mobile card reader, or through a virtual payment gateway.

After filling out EMB’s simple online application and submitting any necessary, requested documents, many merchants get approved within 24 and 48 hours.

EMB specializes in working with high-risk merchants. EMB works with many merchants, including but not limited to businesses in these industries: gambling and gaming, adult entertainment, nutraceuticals, vaping and e-cigarettes, electronics, tech support, travel, high-end furniture, weight loss programs, calling cards, e-books and software, and telecommunications.

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