Help Desk Software

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


What are the most common problems with desktops?

29 de October de 2012 in Blog, Productivity

What are the most common problems of desktops?

1. The computer starts normally, but nothing appears on the screen.

2. The computer does not work, neither monitor nor CPU.

3. When the screen is on, it appears unreadable

4. Error messages when starting

5. When you start your PC it continues running a scandisk.

6. The programs don’t install, run or your computer freezes when accessed.

7. Printers, monitors, scanners, faxes, graphic cards, sound cards or additional are not working properly.

8. Your computer suddenly freezes.

9. Equipment not being recognized by your computer, before, during or after installation.

10. Password error

11. Cannot connect to the internet

How can the Service Desk tools help you?

1) Centered helpdesk console: Allows you to easily see all the problems and categorize them.

2) Ticket management: Automatic Monitoring, categorization, prioritization and fast and easy grouping of common problems.

3) Workflow History: provides multiple queues and processes to manage the flow of events and best practices to solve them.

4) Notifications: So your client has a view of the progress in resolving the problems.

5) Reports: Monitor, track, and report incidents to improve incident management and SLA

Who is your best customer?

26 de October de 2012 in Blog, Satisfaction

Your best customer is one who is always pointing out your weak points and your flaws and still trusts that you can solve their problems.

The importance of this type of feedback is a lot more important than satisfaction surveys that often provide valuable information, but not what you need most – the less satisfied and more disappointed. These people will not take the time to fill out a form or stop for a survey to help you fix your business. They moved.

In order to find out where they moved, and so it is likely that you have to collect some data about yourself. Start with these steps:

Identify them: Finding disenchanted customers is usually not that difficult, just ask your support. They know who they are and can even describe them (off the record) as “distressed” or “crazy.”

Contact them: When contacting them remember that these angry customers did not start that way. In the past each decided positively to buy your product or service, they believed in your company and in your offer. Only later they discovered a problem.

Acting: Failing with the customer almost always fall into one of three categories: The product was actually defective, the documentation was wrong, or customer expectations were not managed properly. Most departments of customer service really only knows how to deal with the first two. If, unfortunately, the customer with whom you failed is in the third category, you should identify where your marketing or sales presentation is failing, your client may be among the closest that can help you fix problems and avoid similar situations in the future.

What makes up the Help Desk?

22 de October de 2012 in Blog, How to

The parts that are in the scope of this service are:

• Educate users on standard operating procedures and best practices for use of the features available in the tool;
• Make the implementation remotely of solutions on servers and client workstations;
• Provide under 24-hour channels of communication with the Service Desk analysis team;
• Provide insight to the client about the progress of the incidents through the tool, which also allows the classification of completed incidents;
• Supporting the client in problem diagnosis and corrective routing solutions, with a full operation view  of the tool;
• Provide information on features and mandatory minimum requirements of hardware through standard documents to support any purchases of servers, workstations and peripherals by customers;
• Forward any requests for analysis of product enhancements demanded by customers.

How fast does Customer Service need to respond?

05 de October de 2012 in Blog, Productivity

With the rise of social media and the transition to an information society, the instant response is already a rule. This is also true in the world of Customer Service, the expectation of consumers today is to have an Omnipresent Real-time Customer Service, which is Transparent, Authentic, and especially fast.

Users prefer the answer to be fast via social media, but what they prefer most is that their responses are rapid via Twitter! That’s 30% of users who want a quick answer, on average 30 minutes, compared with  Customer Service via Facebook that is only 16% with the same average time.

Be alert to the average time, the favorite is 30 minutes!

See the infographic below:

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