Help Desk Software

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.

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 .

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.

3 useful tips to improve your Service Desk´s result demonstrations

01 de October de 2012 in Blog, How to, Productivity

1) Preparation

Distribute documents in advance, online or offline, to everyone who will be attending the meeting to analyze the results.

2) Presentation

In presenting don’t narrate or read what is written on the slides, the information that is on the screen is complementary to their analysis.

3) Information and Knowledge

Put these various details about the operation of the service desk in a way that the customer understands. Make sure the information makes sense not only because you understand the data, but because you have experienced the problem and the result presented.

Technical support in the BYOD era

11 de September de 2012 in Blog, How to

Until now IT was used to maintain the standardization of hardware, operating systems and programming languages  to reduce the maintenance cost, ease of hiring professionals, greater control over the documentation, methodologies used, ease of implementation processes contingency and business continuity. But the BYOD trend came strong and we need to review several of these concepts, especially because of the lack of standardization.

What we need to note:

– We will need to build a database of everything that sets a particular service and know which device you bought and used. Ex: the newly released versions of users’ devices is Motorola, iPhone, Samsung etcs…

– The support departments need to specify a service catalog.

– The Security Policy of the company must be respected. For this  reason, all devices must be registered and submitted to the Compliance Review.

– About the Privacy Policy, the company must monitor the use of particular devices, but without invading the private information of its staff.

– The Service Desk will need to clarify whether only act on what is owned by the company or whether it will provide unrestricted support for particular devices and why this or that support model was chosen. It is necessary to significantly increase the ability of self-service customers.

See the infographic below for some helpful advice on what to do and what not to do in the BYOD wave:

5 tips to renovate the role of your help desk

29 de August de 2012 in Blog, How to

In the current IT environment, your help desk staff must take on more responsibility than ever. Here are some ways they can meet the new challenges and expand its reach.

Today, the entire industry is following the trend of virtualization, cloud computing and mobility. And the IT help desk is now being called to ease problems and maintain productivity with faster responses than ever. Below are five tips that will expand the role of the help desk and help your business.

1: Quick Solutions

The IT help desk works hard every day to manage and process hundreds of work orders from end users and customers. To reduce the number of calls to the help desk, end users should be provided with a set of common solutions, where they can easily be referenced. A simple problem should not get in the way of variety of other more strategic issues that your help desk has to face, and giving customers access to answers to help solve problems on their own saves everyone’s time.

2: Update

One of the most essential tasks is keeping PC, laptops and other devices up to date with the latest versions. All upgrades and migrations must be made quickly, without errors and with the data intact from device to device. Thus, productivity levels remain unchanged and requests to the help desk are kept to a minimum. By being prepared with the implementation of new initiatives, such as the migration to a new operating system, the entire IT infrastructure benefits from the upgrades without losing pace.

3: Security

It may seem obvious, but with technological advances comes risk. To avert a IT disaster , help desk technicians have to have a system that will prevent major damage to infrastructure. All  safety devices and maintenance are an essential responsibility of IT. The help desk must track all devices and update security patches.

4: Communication

Not many professionals have the opportunity to be in constant contact with customers. The help desk, however, is in daily contact with the end users that have a lot to say about the service being provided. Feedback is essential to improve customer service and increase productivity. Use this opportunity to ask for feedback through surveys, reports and service tracking. This feedback leads to improvements and success. When users are satisfied with their experience at the help desk, IT walks with higher harmony and fidelity.

5: Help!

The help desk technicians are worker bees of IT, responsible for solving all kinds of problems they encounter. To save time and increase efficiency, the help desk is always looking for ways to increase productivity. More technicians are turning to their tablets and other mobile devices connected to the Internet to use as virtual workspaces, giving them the freedom to access and manage work orders from anywhere and at anytime. The benefits of immediate help desk access increases productivity, and the end user has a shorter waiting time.

10 Questions to Interview a Future Support Professional

24 de August de 2012 in Blog, How to

Providing support with excellence can differentiate you from the competition. With that in mind, you need to assemble a team of customer support with genuine and essential skills to solve customer problems and also to represent your company on a day-to-day basis in the best way possible. The discovery begins with the person who is being interviewed, to see if they are passionate in helping other people, family, friends and even the dedication they give to their hobbies. Notice how they express themselves when speaking of these matters.

Below are 10 interview questions that can help you discover these new talents:

1) Throughout our selection process, with whom you’ve talked to and what have you talked about? (It shows if the person is attentive and pays attention to details)

2) Tell me about your last job – what did you love about it and what did you not like?

3) Tell me about problems with products or services that you already gave support to.

4) What are you an expert in? (And then ask him to tell you a difficult problem in which he used this skill)

5) How do you react when you do not know the answer to a question?

6) What do you do when the client says that you’re taking too long to solve the problem?

7) The customer pointed out a serious error / problem with the product, what do you do? (With this question you can evaluate the ability to empathize and apologize)

Tell me when you reversed the dissatisfaction of a customer with happiness.

9) What life experiences you’ve had, that are great examples?

10) Have you tested our service and what you know about that?

Now you have a base to find that great customer support professional that your team needs.

Tip of the Day: Using Twitter as a complementary tool

23 de August de 2012 in Blog, How to

Interactively, twitter can be used as a tool of a service provider and his team of tech support.

Let’s set a nice scenario of how Twitter can help your team help desk:

1) Set up Twitter accounts for all users unsing the company name (@usercompanyname, for example)

2) Get a feed reader for each team.

3) Put all the twitter feeds together with all the readers within the team. This gives your team a consistent view of all the other tweets.

4) Make sure that all readers are set to update often (1 or 2 minutes)

5) Explain to your team that everyone needs to constantly update your Twitter status with their current tasks or actions.

6) Create a set of initials that the team can use to describe what they are doing.

TV = technical visit

LNCH= Lunch, and the estimated time (LNCH 1hr)

OC= On Call

Bye Bye Robots!

24 de July de 2012 in Blog, How to

In Customer Service, is not only important to to say thanks to your customers, it’s more important to speak as human being.  Albert Mehrabian published two theses in 1967 where he summed up in one equation the whole communication problem in the world.The equation is: 7% -38% -55%.

Communication is made up of three parts:

– The words you use (7%),

– The tone of voice (38%),

– The body language corresponding the words (55%).

A robotic “Thank you” is only 7% of the impact when you connect with your customers. Beyond words, the ability to connect with customers depends on your  ability to communicate in a genuine tone and body language.

A well trained customer service professional is one that observes its own tone and body language, and changes it according to what needs to be communicated.

The customer service professionals are the true agents of the company’s marketing. They are able to influence the way customers perceive your company every day. So, enough of robots, customers want to be seen by humans!

Do you want your company to be perceived as a company formed by robots or humans?

The choice is yours.

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