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.
TOPdesk is working hard to provide even better support for service delivery in the Managed Services chain, as well as grant more insight for you and your end users. We’ve already taken some necessary steps; service-level management has been expanded, services can now be described and offered via the Self-Service Portal, and you can customize the portal’s look & feel and tile availability for individual customers and users. However, you also want to be able to inform your customer after they have made the decision to start using your service. While the portal’s emphasis used to be on the ‘self’, we will be shifting the focus more and more to facilitating at the individual customer level. We have taken several steps to achieve this in recent months, transforming our portal from a mere Self-Service Portal into a Customer Service Portal.
Do you feel like you can improve customer satisfaction, but don't know where to start? With the out-of-the-box TOPdesk duration reports, you take a look into how long it takes requests to a specific stage or how long it takes to progress to a different operator group. Watch the video below to hear about the idea behind the report from the product owner and UX designer of these new reports.
In your agreements with customers, do you include how long you have to respond? When you make agreements about your response times, you manage the expectations of your callers. Your callers won't be waiting for a response that takes longer than they were expecting. With the new Response times Labs feature, you register and keep track of how quickly you need to respond.
Do you work with Service Level Management? Then we’re about to make your life easier. In fact, as you read in the previous blog about SLM, TOPdesk Development has already improved the SLM module. How? By making it easier to create service levels in TOPdesk so they match the agreements you made with your customer.
Now it’s time for the next step towards better SLM.
Service Level Management (SLM) is now easier to use and you have more flexibility in setting up your service levels. The changes to the module include making the integration between Contract Management and SLM and Call Management more intuitive and making it easier to adjust your service levels to the agreements with your customers.
Are your customers satisfied with your service? Do you feel like you can improve customer satisfaction, but don't know where to start? With the first version of the out-of-the-box duration report, you look into how long it takes requests to progress to a specific stage. Try reviewing the cycle times of your customers' requests. Read on to find out how the new report helps you in reviewing your customers' requests to identify bottlenecks.
