Help Desk Software

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.

K.I.S.S. – Keep It Simple Stupid!

23 de July de 2012 in Blog, How to, Satisfaction

Customer Service is about serving customers. Serve in a simple, rapid and objective way. It is the responsibility of the company to constantly review their procedures for customer service to keep them simple and objective. Personally speaking, I hate the telephone answering systems. As a customer, is extremely frustrating when I have to navigate through layers and layers of systems to get the company’s  help.

Complicated procedures that constantly put customers on hold, lower their standards of customer service. Simple procedures build relationships, complex procedures destroy relationships.

Simple procedures show that you take your customers’ opinions into account, and you have removed all unnecessary procedures for the company to serve customer better.

If the calls you receive from customers are really important to you and your company, prove  that you want to serve customers by serving customers directly instead of transferring them to automated systems.

“Your call is very important to us, please wait…” is one of the most ridiculous phrases that exists in the business world.

Do you agree?

5 Tips for Thinking Outside the Box at the Help Desk.

10 de July de 2012 in Blog, How to

Innovation and creativity are essential skills for anyone working in the Help Desk of a company. Besides implementing the basics, and making it up and running, you must innovate and think creatively to serve customers better. Besides that, it is important to encourage the creativity of employees because sooner or later you will need to be flexible to solve customer problems.

Check out five quick ideas to help you think outside the box.

(1) Take time off before and after business hours for strategic thinking.

(2) Select three meetings a week with colleagues from outside work to learn what they are thinking.

(3) Take the leaders of your company out for dinner regularly to hear their ideas and learn about their critical points. And do not forget the “beer list” – ideas for the future that are explored in the bar.

(4) Many Help Desk  Managers create Help Desk forums to encourage strategic thinking among Help Desk managers and in some cases, the entire staff of the Help Desk. It is interesting to include the ideas of strategic thinkers and include people with less than two years of experience in these workshops.

(5) Attend forums discussion meetings on Help Desk with great speakers and cultivate relationships with Help Desk Managers who have distinguished themselves by “strategic thinking”.

To wrap things up, remember:

First, adopt practices that fit your personality and your lifestyle. If the thought alone does not work for your outgoing personality, do not fight it.

Second, you can not have all the strategic responses. Recruit an extensive network of insiders and outsiders to provide new insights – and challenge their thinking.

Third, find ways to push yourself outside your comfort zone.

How to choose the right IT Help Desk software for your company.

24 de May de 2012 in Blog, How to

Choosing the right IT help desk software for your company is a very important decision. Choosing the wrong solution can bring additional problems for you, your employees, frustrated customers and even lose potential sales. It´s important to ensure that whatever solution you choose, it meets your present and future needs.

The basic features you need to look at any help desk solution are: identification and follow-up of the problem, knowledge base, and  communication.

Within the characteristic of “identification and follow-up,” you need to include: the type of information you want to keep within the system about the client with the problem, how do you identify the problem within the help desk system, how you show the different stages of the solution the problem and how you manage the resolution.

Ideally the help desk software allows you to present the information in a way that makes it easier to locate client related issues. It´s important that you can find and open unresolved issues, resolved issues, and be able to see the opening time of an incident of a specific client, and to follow up the information.

The tickets (incidents) of your help desk will probably be stored in specific categories. If your product requires a login and password to use, then you will probably create a category called “Forgot login,” and another called “Forgot password” to accompany these tickets.

Customers’ problems do not remain at the same stage from start to finish. You need a way to identify the stages of the tickets for different issues. Some examples might be “Pending”, “Waiting for Customer Response”, “Resolved” or “Closed.”

An important aspect of problem solving is the ability to get you into your current knowledge base for answers to frequently asked questions by customers, or similar solutions already resolved. Instead of wasting time solving an issue that someone has already solved in your company, you must be able to smartly search for opened and closed tickets in your help desk to find solutions and apply them to your current ticket.

The help desk software should contain a built-in communication tool. With the possibility of using sophisticated tools such as integration with calls via Smartphone or video conferencing, even something as simple as turning the information contained in the help desk e-mail marketing with just one click.

Stay away from help desk solutions that you need to copy information from a ticket and paste into a separate email. Integration with e-mail should be a basic function for any decent software help desk.

A good help desk software must also provide a way to allow one or more professional support team technician to help in finding a solution. There must be some ways for a person to document information on a ticket, and pass the ticket to another person who can help find a better solution.

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Do you have any additional suggestions to help a person to choose the right help desk software?

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What is Incident Management?

08 de May de 2012 in Blog, How to

An incident is a disruption of a normal technology service that affects the user and the business. The goal of Incident Management is to restore IT services to the normal state as quickly as possible with the solutions necessary to ensure that the incident will not affect business.

The incident is an event that is not part of the normal pattern of operation, is an event you do not want to happen but it happens eventually. In a nutshell, the Incident Management is a process of managing disruptions in critical IT services and restore them as quickly as possible.

I imagine this explanation makes you believe that the incident management process will be a super laborious and complicated, however, the Incident Management tells you how to implement a Help Desk that understands and works to meet business priorities.

The Incident Management shows the need of a process for restoring service. The function of a Service Desk is the glue that binds the support service modules with a Single Point of Contact with the user and ensures that IT services remain focused on the business.

Check now the basic information that an Incident Management should include:

  • Record basic details of the user.
  • The user is reporting an outage or requesting further services.
  • If the client is asking for new services, open a new Service Request:
    • Train your Helpdesk Analysts to return to the user who asked for a new service.
    • Train the Helpdesk to record the details of the request with urgency and priority.
    • Train the helpdesk staff to look for the terms of settlement.
    • Train staff to look for answers in the FAQs.
  • If the customer is reporting a service disruption:
    • Determine whether or not it is an incident with a basic diagnosis of the situation.
    • Check if you can help with a solution of the knowledge base.
    • Assign the incident to a Specialist Support Group.
    • Work closely with the Specialist Support Group to provide resolution to the user.
    • Close the incident with user confirmation.

Do you agree?

How do you manage your incident management?

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