IT help desk makeover: Key steps to improve customer satisfaction

IT help desk makeover: Key steps to improve customer satisfaction

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2020-06-30 12:46:00
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The extra effort and power technical workers make investments upfront correctly structuring and updating tickets, the extra exponential the rewards later.

Women sitting in a call center

Picture: Getty Photographs/iStockphoto

It is tempting, within the warmth of the everyday assist technician’s day, to enter minimal info in service tickets to hurry decision. In spite of everything, closing tickets rapidly is the purpose, proper? Fifteen years of business consulting expertise, nonetheless, has taught me the other is true. It is essential to take a while to compose and replace tickets correctly.
 
Actually, it is counterintuitive. However consultants on velocity repeatedly advise anybody prepared to pay attention that, to go quick, first it’s essential to be taught to go gradual. This is not a Buddhist lesson, no, simply an admonition, on this case, to rigorously acquire and enter particular info when working service tickets on a assist desk.

SEE:  Slow down: How adjusting service ticket behaviors can improve end user satisfaction (TechRepublic Premium)
 
The issue is taking a pause, even a momentary one, appears counterproductive and an pointless delay. As most assist professionals know, a ferocious and gnawing anxiousness begs for speedy and swift motion when working the assistance desk.

Buyer satisfaction

Purchasers and finish customers will show higher glad, much less indignant and happier, although, if technicians take a second to correctly construction service tickets, enter considerate standing updates and end resolving points by specifying decision info that proves important in constructing an efficient information base doubtlessly enabling a teammate to extra rapidly resolve the identical difficulty sooner or later.

In fact, none of these advantages seem remotely tangential or immediately relevant when a technician is on the cellphone offering assist to an indignant govt or sad consumer. Unable to connect with company assets by way of a VPN, print or carry out one other of myriad widespread however essential capabilities, finish customers usually develop into annoyed, which will increase stress related to the interplay, compounds the state of affairs and encourages technicians to take shortcuts.
 
Do not do it. Belief the workflows constructed into ticketing techniques. They repay over time, and the extra effort and power technical workers make investments upfront correctly structuring and updating tickets, the extra exponential the rewards later.

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SEE:  Slow down: How adjusting service ticket behaviors can improve end user satisfaction (TechRepublic Premium)

Vital service ticket elements

Focus explicit consideration on all the next primary however important service ticket elements:

  • Enter appropriate contact info
  • Present full abstract traces
  • Embody correct, extra related info within the ticket physique

SEE:  Slow down: How adjusting service ticket behaviors can improve end user satisfaction (TechRepublic Premium)

Contact info

Start with ticket creation. Such fundamentals appear apparent, however consultancies typically must difficulty service credit and company assist desks apologies as a result of a technician billed ACME Plumbing Inc. as an alternative of ACME Plumbing Provide for service or contacted the mistaken John Smith. Get the corporate and finish consumer info appropriate. Verify the tip consumer’s contact info to make sure the data listed is present.

When technicians take the time to thoughts the main points clients and finish customers might be extra appreciative, and CSAT scores will reward the efforts. Obtain the complete TechRepublic Premium article Slow down: How adjusting service ticket behaviors can improve end user satisfaction  for much more recommendations on the way to enhance your assist desk behaviors.



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