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Customer Support Management

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Added on  2020-03-23

Customer Support Management

   Added on 2020-03-23

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Running Head: CUSTOMER SUPPORT MANAGEMENTCustomer Support ManagementName of Student:Academic Affiliation:Date:
Customer Support Management_1
CUSTOMER SUPPORT MANAGEMENT2Question 1Elaboration of two features in the efficient/good management of a help deskIntroduction A helpdesk refers on an organization which provides for a ‘single point of contact” for all users who are need or who require technical support (Beisse, 2015). A help desk is aimed at enhancingclient satisfaction through efficiently and effectively resolving any pertinent questions and problems. That apart, it is important to note that another one of the primary focus of a help desk is actually to serve its customers and also collect the contacts of their customers. One of the significant features that are required in the effective or good management of a help desk is good information technology (IT) skills. This implies that help desk agents must therefore be well conversant with not only operating systems, hardware, and application software. That apart, in order to ensure the effective management of any helpdesk, then it is prudent to ensure that help desk agents not only have web and internet expertise but they also have the relevant network experience and skills that can enable them to effectively deal with customers in the organization (Williams et al, 2016). That apart, a comprehension of the information systems as well as the business perspectives will greatly enable people at the help desk to deliver efficient or good services to all the stakeholders in their respective organizations. An Excellent Reporting SystemThis is also of the significant or key features in the efficient or good management of a help desk. This is quite true since the reporting system is actually one of the excellent features which are attributed to the help desk (Conger, 2015). This is quite true since it is tasked with the responsibility of reporting how much time was actually spend on customer inquiry as well as the specific people who were involved. Having an excellent reporting system is an important feature
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