When you’re shopping for new IT help desk solutions, there are some important features and functions to look for. These functions will make the entire process less time-consuming and redundant, while providing a higher level of customer service.
1. Automated SLA
It is not always readily apparent to the service desk team when a situation needs to be escalated to the next level. With an automated SLA feature, when a situation gets out of hand, so to speak, the system will automatically boost the request up to the next level. This prevents frustration among help desk workers, as well as the customers.
2. Customized Request Forms
There is no such thing as a one-size-fits-all customer form. Each company needs the ability to create a form that includes the information pertinent to their operations. For instance, a company that offers BYOD policies might need to include information on the type of device used, whereas a company that owns and maintains its own devices doesn’t need to ask this information. Additionally, customized forms mean that customers don’t have to answer the same questions over and over, and the process isn’t halted because a user doesn’t have a piece of information.
3. Self-Service Options
General requests, such as resetting a password, should be offered as self-serve features. This reduces the workload on the service desk, while offering users 24/7 access to the general help they need. Additionally, the ability to add a knowledge base means that users can find their own answers much of the time, without having to go through the service desk.
4. Automated Reporting
Reporting via an open forum like email means that the data necessary to correct problems and improve systems is in a format that is difficult or impossible to access and report upon adequately. Look for software that makes it quick and easy to generate reports on common problems and recurring issues.
5. Methods for Through-Process Communications
Users that aren’t kept in the loop regarding the status of a service request get frustrated. Often, this leads to multiple calls to the IT help desk that can be prevented if the software regularly updates them on the status of their request. An easily understood example is how Amazon handles orders. Customers are sent emails upon placing an order, when the order is shipped, when it’s handed to a carrier for delivery, and when it has been delivered. This means customers aren’t constantly asking where a package is in route, and allows both Amazon and their customer to know if something in the process has gone wrong at any point.
6. Customized Customer Satisfaction Surveys
Customer satisfaction surveys need to be regular, customizable for the particular business, and provide rich information that can be used to improve processes. Choose a software system that will let you customize your surveys, as well as one that features alerts when a specific issue is mentioned repeatedly and needs to be addressed. Also, look for surveys that are easy to track over time, so the help desk can see how the process is improving (or not) over time.
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