When the words “customer service,” “customer engagement,” and “experience management” come to mind, you most likely think of the clients you serve. It probably doesn’t occur to you that those terms could apply to business units within your own company.
However, providing customer service, engaging customers, and offering an excellent experience are all activities that should be taking place at your IT service desk. There are many service desk best practices that will enhance service delivery and support by increasing customer engagement and improving customers’ experience.
What Processes Do You Need to Put in Place to Improve Customer Engagement and Experience Management?
In a way, improving customer engagement and experience management is similar to implementing software. Both of these things require a clear process for it to be successful. And processes must be formally documented for them to be effective.
In order to document a process, you need to determine what processes should be put in place. This is going to require research.
The first step is to solicit feedback from your customers (in the case of an IT service desk, the people at the company who need IT support). You can send out surveys or feedback forms, but one of the most effective methods of gathering information can be face-to-face. When you sit down with someone, it shows you’re taking the time to understand his or her needs, and this action makes the other person feel as though you’re committed to changing the status quo.
Once you understand what issues are diminishing customer engagement and experience, the IT service desk team needs to sit down together to determine a solution. The solution might be undergoing more customer service training. Maybe you’ll need to develop a better script (one that gives service desk professionals more leeway) to deal with customer problems. By working on a solution as a team, you’ll increase buy-in and adherence.
Automation is one of the most important service desk best practices when it comes to managing customer engagement and experience. The most comprehensive service desk software solutions have a feature that tracks customer satisfaction with the IT service desk.
Codifying Customer Engagement and Experience Management Improvement Processes
Once you and your team have developed a response to how you’ll improve customer engagement and experience management, the next step is to document those processes.
Why is documentation crucial? It increases a sense of accountability. Once you have a set of processes in writing, no one can say, “Well, I didn’t know that was the way I was supposed to handle that situation.” Documentation can also increase confidence; service desk members know that there’s a set of rules that governs how they should deal with a situation, which reduces uncertainty on their part.
“Customer service” shouldn’t be a foreign concept at your help desk. Putting customer experience and engagement management processes in place goes a long way to increasing customer satisfaction. To learn more, download our white paper: The Starting Line of Service Management.
About Danielle Livy
Danielle is the Senior Director, Marketing, ITSM at SolarWinds. She has wide-ranging experience in content production, social media marketing, public relations, and brand messaging. Her happy place is sitting by the lake with a cold beverage in hand, with the occasional water ski session.
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