For successful customer service,
it's important to have a support service that works well and transcends your
competition, especially when your business is online.
Although technology has
significantly improved the help desk process in recent years, changes are not
always the easiest to adapt. To improve, all organizations need to evaluate
current practices against those used by other organizations.
Here are some best practices from
the help desk service that you can use to assess what your business is doing and what
it should do.
1. Conduct customer satisfaction surveys on a regular basis
Daily customer satisfaction
surveys conducted by call tracking software provide valuable insights from a
wide sample of employees. It is important that your company create its own
personalized survey to constantly monitor help desk performance. The philosophy
of continuous improvement of the customer satisfaction survey process elevates
customer satisfaction and loyalty to an even higher level.
2. Implement a web-based knowledge base tool.
The greatest asset of a service
organization is the knowledge of its personnel. Encouraging and rewarding
employees to document their knowledge in a centralized, knowledge-based
software system makes it available to all staff.
3. Implement a web-based knowledge base tool with real-time reports,
dashboards, metrics, and business analytics.
Ready-to-use reports on knowledge
base values, usage, status, and more help readers better understand how to use
the knowledge base, further simplifying the process for help desk agents and
using self-help. You can increase.
4. Implement a service request automation process in your help desk
software.
Sometimes the images deserve more
than a thousand words. Allowing remote access to the agents it supports speeds
up problem resolution. Automatically convert customer emails to help desk
tickets, set up quick ticket templates, create standard solutions and help desk
with pre-defined questions that agents ask customers when they create a
problem. Increase customer satisfaction by increasing options to optimize
performance.
5. Improve communication with agents and clients using help desk
software systems
Communication between agents
helps keep the help desk process flowing smoothly. Some examples include
scrolling marquee messages for event alerts, new agent contact alerts, and
important broadcast message alerts.
6. Implement a 24-hour customer self-help portal
If necessary, customers can
access the Self Help Portal to solve their own problems or create their own
service requests, which can save a significant amount of money for your
organization.
7. Use real-time reports, dashboards, metrics and help desk analytics
You cannot handle what is not
measured! Real-time metrics can also lead to better quality decision-making by
stakeholders, including CIOs, if necessary.
8. Perform root cause analysis daily to identify why the problem occurs
Being able to trace the root of
the problem is important in order to determine the real cause of the problem.
This will assist in future planning and help determine which IT areas
(applications, hardware, operating systems, networks, etc.) may need more
attention. Ideally, help desk software should make it easy to track, require
root cause selection, and enter / request problem resolution before closing a
ticket. In addition, root cause reports must be available to identify specific
problems or trends.
9. Implement service level agreements linked to the impact of corporate
income.
Service level agreements (SLAs)
are an important part of the customer help desk's responsibility, and their
compliance can affect customer satisfaction and even revenue. Helpdesks must
not only implement SLAs, but must be able to track compliance at different
levels of granularity, from the help desk or the entire group of services (applications,
desktops, networks, etc.) to individual agents. SLA trend reports must be
available. This helps leaders understand how effectively their services are
delivered.
10. Take advantage of predefined and customizable help desk reports
Agents and leaders must have a
variety of reports that they can quickly access, easily customize, share with
others, analyze responsibilities, and use to keep their customer service
processes running smoothly. The report should also provide the appropriate data
to help you make better decisions.
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