Self-help desks allow customers to find information and resources without interacting with a customer service representative. They are common in bookstores, libraries, and customer service cafeterias, and are increasingly used by businesses, universities, and government agencies. They often include searchable directories and automated support options.
A self-help desk is a type of customer service and support strategy that seeks to enable customers to identify data and resources addressing various questions and concerns, without needing to interact with a live customer service representative. This type of service and support has become increasingly common since the advent of the Internet, allowing the range of self-help resources and their availability to expand over the years. Along with businesses making use of some type of self-help desk along with other help desk options, colleges and universities as well as government departments and agencies will likely develop and provide this option to the people they serve.
A common example of a self-help desk is found in many bookstores in various settings. While many libraries still make use of a traditional card catalog system that visitors can use to locate books and other forms of media, there is also the option of using a database to submit inquiries about various subjects, authors, or document names. Another function of the self-help desk in a library also allows patrons to learn more about library policies and procedures, typically allowing visitors to ask specific questions about library membership, check out resources, or even use tools provided to conduct searches.
A customer service cafeteria works in a similar way, typically using a software interface that allows customers to submit questions that are evaluated by programming, then providing several options for how to refine the question and locate answers. Sometimes used as a means of providing customer support outside of normal business hours, the degree of information available through this type of help desk is often extensive, making it easy to locate answers for most situations. As part of the support, customers can also send messages that customer service representatives can respond to during business hours.
Many companies include a self-help desk as part of the support offered through their websites. There is often a searchable directory that includes information about the products they offer, information about establishing accounts, or checking the status of a current order. The exact setup of the desk will depend on the nature of the business and the type of resources that will be useful to the business’s customers and can include options such as automated support via telephone and online solutions.
Protect your devices with Threat Protection by NordVPN
