Why wait till January to start with a new resolution?
Sometimes, your callers need a one-on-one conversation to get their answer. But what do you do when calling is too disruptive and inefficient for your service desk? Walk-by support has certain benefits, but physical boundaries often make it far from ideal. Chat is a solution to help you in that.
How do you offer your customer a unique customer experience, quick and bespoke service, without spending unnecessary time on it? How do you make it even easier for the customer to find the right information, so you can reduce the burden on your service desk is reduced and the customer is helped faster, while managing your portal doesn't cost extra time? As a consultant, I'm reguarly asked these question. Read on to find how in 4 steps you can filter relevant content for your users, help them find answers more easily and speed up the handling of your service desk.
You’ve been working hard to standardize the services you offer to simplify your processes. However, you’ve just closed a deal and you want to accommodate certain agreements within those standard services. Think of a customer who wants to receive an update email when a certain problem has been solved. It’s the small things that count and we aim for service excellence, right? And how do you ensure that everyone is aware of the agreements? Read on to find out how Work Instructions solves this problem for you.
We get it. At TOPdesk we advised you to set up a Self-Service Portal, and you’ve followed our advice. Once you implemented your portal, the phone stopped ringing and customers now use it 90% of the time to request your products or services. Good job! Four months later, and you hear about the scheduled launch of a new TOPdesk chat module. Hang on – is TOPdesk now suggesting that you should go back to 1-on-1 conversations between customers and service desk staff?
Working at a service organization can be challenging when it comes to time management. When you are in the middle of investigating a server error, for example, customers still expect you to be there for them to help in installing a software update. From a customer’s perspective, sometimes you just need someone to help you with an issue. Using phone can be rather disruptive. So how do you offer effective and constructive interactions with your customers – even when it’s rush hour at your service desk – while still being able to pick up planned activities?
Humans share an urgency to interact with one another. We all like to talk, touch, text, wink, and receive some kind of reply. The way we like to interact, however, differs from person to person. At work, for instance, some people prefer receiving automated feedback, while others would rather get an answer face-to-face. The way a message is conveyed has a big impact on how the receiver interprets and values it.
Do you want to improve your customer satisfaction, but are you unsure where to start? Are you not meeting the response time agreements you have with your customers but is it unclear why? You can now use the duration distribution report to gain a deeper understanding of the life cycle of a request in your organization. Identify the potential bottlenecks in your organization by reviewing how long requests stay on a certain status or operator group, and gain more control over your processes.
On the Service Management blog, you'll often read about how a great service portal ensures users can help themselves. You'll find out how to design a more user-friendly Self-Service Portal and the steps you should take before starting to make sure you build a great Self-Service Portal. Since this blog is about tips and tricks, I thought I would share 5 more practical things you can think about when designing and customizing your Self-Service Portal.
In the past year we've made some big steps in making TOPdesk more accessible. There's a substantial group of people who depend on screen readers such as Jaws and NVDA to understand what is shown on their screen. These tools will now have a far easier time making sense of TOPdesk, making it possible for an operator to do their daily work in incident management.
