Is your IT help desk an island unto itself? Many are. They sit on the sidelines of the business, helping confused customers and impatient managers work through a variety of issues on a daily basis, rarely coming into contact with production workers, accounting, research and development, or other departments.
But there, hidden in the midst of information on how long it takes a help desk worker to talk a user through their issues, is a plethora of business intelligence.
Putting a smile on customers’ faces is just the tip of the iceburg. The service desk can offer tons of useful BI on customers and more.
By developing ways to access the hidden layers of data inside your help desk software, you can unleash the power of this business data for improved processes and procedures, better packaging and marketing, and even a better product to offer your customers. Here is how the data hidden in your help desk software can improve your business intelligence and help you outperform your competition.
The Help Desk Software Contains All the Answers to Customer Satisfaction
Most businesses are already using information from the IT help desk to offer better customer experiences. It’s easy to scour the data and conclude that the average call to the help desk takes 4.3 minutes to resolve, or that the average help desk worker can handle 56.7 calls per shift. But this data also holds the keys to why customers abandon your products, why they choose your products over the competition’s offerings, and what it takes to keep customers over the long run.
For example, if 23 percent of your callers complain about the installation process, you need to know this. Production supervisors need to have this information so that they can improve the process so that fewer customers call in to complain or ask for help. If 18 percent of your callers report something they like better about your competition’s product, research and development needs to be aware of this, so that they can incorporate some of the great features from the competition’s product to satisfy these needs. Perhaps the main reason people use your product is the high quality — or maybe the low price. This information is critical when it comes time to reassess quality control processes or restructure product pricing. Learn to leverage what your customers tell the service desk so that you can steer your business the right way.
The Help Desk Software Knows How Your Production Can Be Improved
Are your customers aware of all of your product’s features? Do they use them? Why — or why not? Issues in production aren’t always readily apparent during testing and rollout, yet the data on how it’s used in real-world applications makes it clear where improvements can be made. All of the data about how your product is behaving and performing with real customers is sitting in your help desk software.
The Help Desk Software Knows How Your Product is Perceived
Do customers complain that your product was not as advertised? Are customers confused about how the product can be used? Issues reported to the help desk personnel can be greatly beneficial in concluding how your marketing and packaging are perceived by customers so that you can better align your marketing efforts to convey what your product is useful for.
The Help Desk Software Knows Where Your Hidden Bugs Are
Sometimes, defects or bugs in a product only occur when a specific series of events takes place. These can be hard to find during testing, and even difficult to identify when real customers are using the product if the series of events it takes to produce the error aren’t common. This is true whether your product is software development, automotive parts, or toys. However, this data is lurking in your help desk software. The data just has to be properly analyzed, queried, and reported on to become accessible to your development and production teams.
The Help Desk Software Knows Where Your Security Vulnerabilities Lie
Are users able to access information they shouldn’t be able to? Do they report problems accessing the system during non-peak times, which could be indicative of a DoS attack? Are the current system level access settings working as planned? Lots of information embedded in your service desk software can alert management to a potential breach or an area susceptible to a breach if it is properly extracted and analyzed.
About Brandon Miller
Brandon has been with Samanage for over three years in a variety of positions, including sales development, inside sales, customer success, and now corporate recruiting. Hosting multiple customer webinars on a variety of topics, Brandon has a deep understanding of technical support issues, implementations, and advanced trainings in IT service management. With a good handle on the industry as a whole, including competition and industry trends, Brandon remains ahead of the curve when it comes to the Samanage application, roadmap, and Community.
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