In this article, we’ve created a starter Freelance Online Helpdesk Support Workflow Map that you can use to start planning out your product/service delivery and we’ve outlined a few examples of experiments that you can run in your Freelance Online Helpdesk Support role.
Ready to get started? Download the Workflow Map template or get in touch to discuss how a workflow coach could help you fast-track your business improvement.
Contents
The path towards better systems and processes in your Freelance Online Helpdesk Support role starts with mapping out your most important business processes. Being able to see your business processes laid out visually helps you to collaborate with your team on how to improve and grow. By repeating this collaboration process, you’ll develop a culture of continuous improvement that leads to a growing business and streamlined systems and processes that increase customer & staff experience.
To help you start mapping out your processes, we’ve developed a sample flow for a Freelance Online Helpdesk Support Workflow Map that you can use with your team to start clarifying your processes and then run Business Experiments so you can build a better business.
1. Initial contact and inquiry: This stage involves receiving and responding to initial inquiries from clients/customers seeking helpdesk support. It may include gathering relevant information and understanding the issue at hand.
2. Issue assessment and troubleshooting: Once the inquiry is received, the helpdesk support professional assesses the issue and troubleshoots it to identify the root cause. This stage may involve asking further questions, analyzing logs, or conducting tests.
3. Issue resolution or escalation: After identifying the root cause, the support professional either resolves the issue independently or escalates it to a higher level of support if necessary. This stage may involve providing step-by-step instructions, suggesting workarounds, or coordinating with other teams.
4. Follow-up and confirmation: Once the issue is resolved, the support professional follows up with the client/customer to confirm if the problem has been resolved satisfactorily. This stage ensures that the client/customer is satisfied with the provided solution.
5. Documentation and knowledge base update: After resolving the issue, the support professional documents the problem, solution, and any relevant information in a knowledge base. This stage helps in building a repository of solutions for future reference and continuous improvement.
6. Feedback collection: The support professional may collect feedback from the client/customer regarding their experience with the helpdesk support. This stage helps in identifying areas for improvement and gauging customer satisfaction.
7. Performance analysis: Regularly analyzing performance metrics, such as response time, resolution time, and customer satisfaction ratings, is crucial for continuous improvement. This stage involves reviewing these metrics to identify trends, areas of improvement, and potential bottlenecks.
8. Training and skill development: To enhance their skills and keep up with evolving technologies, the support professional may engage in ongoing training and skill development. This stage ensures that they stay updated and can provide effective support.
9. Process optimization: Continuously optimizing the helpdesk support processes is essential for efficiency and effectiveness. This stage involves identifying areas where processes can be streamlined, automated, or improved to enhance the overall service/product delivery.
10. Customer relationship management: Building and maintaining strong relationships with clients/customers is vital for long-term success. This stage involves nurturing relationships, addressing any concerns or feedback, and ensuring ongoing customer satisfaction
Experiment 1: Implement a Chatbot System
Description: Integrate a chatbot system into the online helpdesk support platform to automate responses to frequently asked questions and provide instant assistance to customers. This will reduce the workload on the support team and improve response times.
Expected Outcome: Increased efficiency in handling customer queries, reduced response time, and improved customer satisfaction.
Experiment 2: Introduce a Knowledge Base
Description: Develop a comprehensive knowledge base that includes frequently asked questions, troubleshooting guides, and step-by-step tutorials. This will empower customers to find solutions to common issues on their own, reducing the number of support tickets and freeing up time for the support team to focus on more complex queries.
Expected Outcome: Reduced support ticket volume, improved customer self-service, and increased productivity of the support team.
Experiment 3: Implement a Ticketing System
Description: Introduce a ticketing system to track and manage customer inquiries efficiently. This will help prioritize and assign tickets to the appropriate support agents, ensuring timely resolution and preventing any queries from falling through the cracks.
Expected Outcome: Improved organization and tracking of customer inquiries, enhanced accountability, and increased customer satisfaction due to faster response and resolution times.
Experiment 4: Conduct Customer Satisfaction Surveys
Description: Regularly send out customer satisfaction surveys to gather feedback on the support services provided. This will help identify areas for improvement, understand customer pain points, and gauge overall satisfaction levels.
Expected Outcome: Insights into customer satisfaction levels, identification of areas for improvement, and the ability to make data-driven decisions to enhance the quality of support services.
Experiment 5: Offer Live Chat Support
Description: Introduce a live chat support feature on the website to provide real-time assistance to customers. This will enable immediate resolution of queries, enhance customer experience, and potentially increase conversion rates.
Expected Outcome: Improved customer experience, increased customer engagement, and potentially higher conversion rates due to real-time assistance.
Experiment 6: Provide Proactive Support
Description: Implement a proactive support strategy by reaching out to customers who have recently made a purchase or encountered an issue. This will demonstrate a proactive approach to customer service, build stronger relationships, and potentially increase customer loyalty.
Expected Outcome: Enhanced customer satisfaction, improved customer retention, and increased customer loyalty.
Experiment 7: Optimize Response Time Metrics
Description: Analyze response time metrics and set specific targets for response and resolution times. Continuously monitor and optimize these metrics to ensure prompt and efficient support delivery.
Expected Outcome: Improved response and resolution times, enhanced customer satisfaction, and increased efficiency in support operations.
Experiment 8: Offer Multilingual Support
Description: Expand the language capabilities of the online helpdesk support team to cater to customers from different regions. This will enable effective communication and support for a broader customer base, potentially leading to increased customer acquisition and retention.
Expected Outcome: Increased customer reach, improved customer satisfaction among non-native English speakers, and potential growth in customer base
The above map and experiments are just a basic outline that you can use to get started on your path towards business improvement. If you’d like custom experiments with the highest ROI, would like to work on multiple workflows in your business (for clients/customers, HR/staff and others) or need someone to help you implement business improvement strategies & software, get in touch to find out whether working with a workflow coach could help fast-track your progress.
