Growing your business means repeatedly finding and fixing operational bottlenecks. This is often a superstar employee or business owner that has everything flowing through them. They want to control quality, but it’s hard to scale. Worse, when you lead a task or project, you often end up supporting it forever.

One solution is setting up a support desk. This is super common in IT but is rarely used in other industries.

Here’s how it works: Clients email a central address and the support desk software sends these tickets to the right team members and teams based on rules you set.

At Vokke we use FreshDesk to support projects once they’ve gone live. The software looks at the domain of the client and then routes it to the relevant engineers. FreshDesk is free for up to 10 agents, so it’s a good one to start with.

Consider a traditional accounting firm. The principal accountant brings in the business and builds trust with the client, so the client always emails them directly and they struggle to get help from their team. Instead, they could use a support desk to capture the request and share the workload with the team. And with visibility over all requests, nothing gets locked away and lost in someone’s inbox.

You can also use pre-written answers for common questions, saving time and keeping responses consistent.

Perhaps most importantly, you’ll get helpful stats like how fast your team responds and solves problems. Working on these can improve customer satisfaction and ultimately client retention.

Until next time!