Help Desk Software

5 tips to avoid making mistakes in IT

05 de December de 2012 in Blog, Productivity

Below are 5 tips to avoid making mistakes in IT

1. Have a professional dedicated to monitoring:

The monitoring needs to be done by those who understand and know what to do to fix the problem and avoid losses. Or if you have a dedicated and experienced team or hire service of a specialized company.

2. Learn which KPIs are most important to the business:

Work calmly. There is no need to monitor all the outsets at the same time. Start by identifying what is most important to the company’s business, and thus, the alignment of IT to the business happens naturally. After dominating the first situation, it is easier to increase the actions and the items monitored. Seek to know which are the biggest pains of the company, start it, and treat it. Then identify what follows on.

3. Choose the tool after defining the processes:

Tool + Knowledge = solution.

The tool alone does not solve all problems. So to do well, you have to know where to use it, even though it is one of the best tools available on the market. Make it be managed well, for it defines who will analyze the reports and what will be done when a warning signal sounds.

The process of IT management is continuous and never ends. Technology is always changing, and there are always new pains that must be addressed. Do not put a team on the field without a tactic: Data analysis should be done by dedicated managers, and not without professional and shared experience.

There is no use in having a more expensive tool, if no one knows how to configure it, or if it lacks the necessary flexibility for the company. It is essential to evaluate all this before purchase.

4. Learn about your TCO (Total Cost of Ownership) and ROI:

Head count (human resources) usually makes up the largest expense of such a project. If the company has already set the ideal tool, must also have appropriate professional to handle it.

ROI: knowing the value of the damage in time for a fall or crash is the primary means of obtaining the return on investment made by the staff and tools.

5. Appreciate the work of IT: Do the “personal marketing” of IT and always disclose positive data related to day-to-day based on statistics.

Providing dashboards / control panels with data system availability or the internet, for example, for the user, decreases the number of requests

There is a lack of minimum indicators that measure the performance of IT devices and items. Currently the technology makes it possible to send alerts by phone, email or otherwise make available via the company intranet access, for example.

Customers expect much more than individual solutions!

03 de December de 2012 in Blog, Productivity

New Studies by Cone Communication and Echo Research has suggested that customers expect much more from companies. That is, your business should be focused not only on solving the day-to-day routine problems, but how they are linked to a cause. Solve the questions of your customers the fastest way possible, so everyone can enjoy a productive time in the company.

Customer 3.0

23 de November de 2012 in Blog, How to

Technological developments takes on many changes in social behavior and these changes are happening rapidly. But those who deal with the public must be prepared to understand the changes and foresee them. Right now, consumers are defined as 3.0 and companies need to be ready to relate to your audience within your environment, which are social networks.

There was the on-site service, then via online services. We’re in a third generation, which is the union of all previous ways of contact, social networking and more. Companies need to offer phone support (which is a legal obligation in the case of Customer Service Centers).

Contact centers have been following this evolution and must be prepared to offer support to firms in contact 3.0. Vocalcom data show that 3% to 5% of the companies relate to their customers through social networks. This number is very low, especially if we consider that the changes happen faster and faster.

At least 1.5 billion people are on social networks around the world and according to comScore, another interesting data is that 30% of consumers are influenced by social networks. With that said, they deserve attention.

5 tips to optimize results

21 de November de 2012 in Blog, Productivity

1. Delete all messages that contain routing to operators, voice mail, fax and bad audio, in addition to filtering busy signals, failed calls and calls that do not meet. Thus, it takes you to the only binding agent production, optimizing staff time;

2. Always choose someone that fits the amount of calls per AP’s available according to the effectiveness of mailing. That way, you avoid that customers are waiting in line, and if  there isn’t someone to answer it, the connection is dropped;

3. The faster the system detects an umproductive connection, will cost less because operators only charge for calls at the third second;

4. A good platform has online operation monitoring, performance and agent management reporting; integration with leading CRMs; digital recording with remote search by various fields, call accounting and online campaigns;

5. Over time you gain by using efficient systems,  plan the best action strategy for each campaign.

Customer service has become digital

19 de November de 2012 in Blog, Satisfaction

The internet has fundamentally changed customer service. Failure to provide customer service can have a huge impact on the reputation of your business. Besides that, online communities and cloud technology have made changes in how customer service works. These changes can really help your business more effectively enchant every customer, every time.

Customer service has become digital

Normally, the service has been customer service via toll-free services. Today, more and more customers are using alternative service channels. They contact you through your website, or you can leave a comment on Facebook or blog. They can search Google to find other people who have experienced a problem and found a solution. Monitoring these channels using cloud technology is essential if you want to control the customer experience and provide great service.

Cloud-Based Services Options

‘Cloud computing’ has become the new buzzword in business. Essentially, this means that their needs for computer data are stored off-site and accessed by employees through gateway software you have installed in your office. This kind of computing power service puts incredible possibilities of customers to reach. Instead of having to install expensive servers and maintain their own technical support, you can have experts do it for you, and pay only for the storage and access you need.

Treat each customer every time

If you are going to provide a quality service to the customer, a customer support system based in the cloud is essential. No need for separate departments for Internet service and phone service. With the technology in the cloud each agent can be empowered to deal with multiple channels. A great staff and excellent training can make your company known as a company that responds to all concerns with courtesy, knowledge, speed. You’ll never miss a question or complaint. Your customers will know that their concerns will be resolved quickly and professionally, no matter what channel they use.

Can Tablet Apps Help Improve the Help Desk?

14 de November de 2012 in Blog, How to

In large organizations, contacting the help desk for assistance for new services is rarely a pleasant experience. Would applications for tablets be a way to solve this problem? Only if you have the right resources.

There are two key aspects to an IT  help desk operation: users contact the support team when something goes wrong, and when the process is managed. In many organizations, the phone call still is the most common method of talking to the help desk.

The next step for a help desk is managing it through some sort of web-based system, often located in the company’s intranet. In theory (though not always in practice), this should result in a faster resolution of problems, from common problems that can be identified through frequently asked questions (FAQ), documents and processes, to password resets that can be automated.

This week, management andIT  help desk software developer BMC announced its new platform Myit. The software will not actually become available until early 2013, but BMC is already talking up the main concept: that, in an approaching era, such as bringing your own device (BYOD) is becoming more common, the team should be able to access and apply technology resources from a variety of devices, and use a more modern interface for self-service, instead of having to navigate through a phone system or a painful data bank entirely text-based. Need a helpdesk appointment? Click an icon.

That sounds like a promising idea, and there is no doubt that current approaches have limitations. “Only 35% of employees say they get what they want from their IT company,” said the technology director Suhas Kelkar when he demonstrated the system Lifehacker earlier this week.

The prototypes look interesting, but does not change the fundamental dynamics. This type of automation will only work if the back-end systems are in place to refer these requests, and that will only happen if there really sufficient support staff on site. Is this true in your workplace?

Send or don’t send emails to customers?

12 de November de 2012 in Blog, How to

It’s more than proven that filling up inboxes with spam emails  is not the best way to obtain or maintain engagement with the brand / company. But this practice can be very useful each time you need to warn customers about changes in systems or even about its working methods and to help them via email newsletters. In the infographic below you will find a significant number of companies that lose 3% of their customers by sending few emails .

Customer is King!

06 de November de 2012 in Blog, Satisfaction

See the infographic below, because the clients reign!

Satisfaction Surveys| Why users do not respond?

02 de November de 2012 in Blog, Satisfaction

Satisfaction Questionnaire | Why users do not respond?

We all know, no matter what line of work we are in, how valuable the feedbacks from customers are regarding our products and services. But why they do not respond to the satisfaction surveys? And then we are left without this important feedback.

The infographic below demonstrates clearly the reasons why customers / users refuse to answer the satisfaction surveys


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