05 de December de 2018 in Blog, Help Desk, How to, ITIL, Satisfaction, Software, Support
It has been a while since the service desk assignments stopped being just answering open tickets. With the advancement of technology and the transformations in the way the customers and brands relate, the service team has even more important responsibilities.
Of course, the team has developed strategies and procedures for delivering an efficient and effective service.
Does this strategy only apply to IT (usually responsible for the service desk) or can the idea and format of work be encompassed by other sectors? That’s what we’re going to discuss today. Follow along.
We can consider that the service desk is a help desk advance, because in addition to being able to solve more complex demands, it brings other aspects of customer service improvement. Be an internal customer, be an external customer. In general, service desk bases can support other industries in delivering quality and excellence to the customer.
Even if you have not formalized the service desk “dialogue” with other departments, know that much more of this service desk is already part of the activities of the structured sectors and focused on serving your client in the best way.
Believe me, the teachings of the service desk are already part of your business.
Do you know the pillars of the service desk? We will list the key ones below and show you that they are certainly already part of your scope of work. And, if you don’t do it yet, you will soon understand how these pillars can be applied.
- whole view of the problem and solution;
- optimization and integration of management processes;
- effective solutions to customer demands (internal and external);
- mapping processes;
- prevention of technical incidents and information security;
- empathy with the client;
- assistance in the execution and standardization of tasks and functions;
- SLAs as compasses for carrying out the work.
Need to talk about SLA…
When thinking about SLA always keep in mind “alignment of expectations”. What does that mean? Come on: SLA stands for Service Level Agreement and it is a document, a kind of contract, in which all the details of the service provision are listed.
From: what is the task, what is the goal, deadlines, responsible, possible related difficulties, resources involved and any other factor that is part of the work or sector. According to ABNT (Brazilian Association of Technical Standards) SLA is required for IT hiring. In other areas of the company, it can serve as a guide to have a better flow of work relationships and job performance.
The information contained in the SLA also serves as a basis for analyzing metrics and indicators of success.
Discover the advantages of being inspired by the service desk.
A department that is organized and committed to fully meet its demands can easily identify traces of the service desk. As you saw in the previous topic, none of the aspects is unique to the IT area and much has to contribute to the company as a whole.
We have raised three of the key advantages of applying service desk features in other departments. Check it out and see how it can all be adapted to the reality and needs of your business and your teams.
Increased employee productivity.
The automation of tasks and creating a smart (and shared) database of data streamlines access to customer history, information exchanged between sectors, reduces the time to build the solution, and enables effective methodologies to be performed for all the activities of the company.
Productivity is linked to well-being in the work environment. And one of the elements of well-being is the availability of resources necessary for the employee to perform his duties. In this way, we can expand the benefits of service desk even to personal fulfillment, which results in quality and commitment.
It is worth mentioning that productivity is linked to the good use of useful time and not to exhaustive production and without consistency to actually serve customers well.
One of the factors that most influence the quality of a service is the average waiting time. The more agility, the more chances of ensuring customer satisfaction. Added to the standardization of the processes and the workflow, together with the automation of the sorting step and after sending answers, it is possible to reach the solution more easily.
Besides, the integration between areas allows information to flow more smoothly and thus, it also supports the speed of call resolution. And you can be sure that all of these benefits noticed in the process reflect directly on the relationship with the customer and their experience with your company.
Saving of financial resources.
Investing in a service desk brings great results to the company, both in terms of cost savings and profitability. In addition to increased productivity and better use of resources, the company gains quality in its deliveries, avoids damages caused by the fragility of the system, reduces the customer’s dissatisfaction rate and even the turn-over.
Who does not want all those benefits for your company, right?
By relying on the service desk in addition improve processes, you can see that the consumer experience is even more rewarding and the chances of customer loyalty increase significantly.
To continue accessing our materials and leveraging your expertise on service desk, help desk and the entire sphere of customer service, follow the Mildesk blog.
28 de November de 2018 in Help Desk, How to, ITIL, knowledge, Software
Despite the excellent options currently available in help desk software, there are still companies that use spreadsheets to control tickets and services.
Unbelievable right?! Oops!! Is your company one of those that use spreadsheets? So, you´re in the right place because we´re going to present a comparative to answer a very important question:why should you use a help desk?
You will see that using help desk is the best choice for any business that wants to differentiate itself by the quality of customer service. Let’s go?
The first big difference is on how tickets information should be entered.
With the spreadsheets, the customer should contact your company and then the clerk will have to pick up the information about the request and manually insert it into the spreadsheet.
Meanwhile, with the help desk software, the customer can create a ticket in the system with all the information of his request and if the customer prefers to send an email to his company, a good software can even automatically convert this e-mail on a ticket by entering the data into the system.
So, what do you prefer: your team spending precious time working to enter data in a worksheet, or free to do what really matters, which is to serve and help customers?
Oh, and don’t worry: if you ever need to switch help desk, the exporting data is as easy as inserting it!
A worksheet is merely a record of tickets. The workflow is old-fashioned: the clerk needs to pass on the customer´s request to the corresponding industry, control the deadline for charging a resolution, recording a response, forwarding back to the customer, and more.
Meanwhile, the help desk software allows you to create workflows to be given adequate progress
for each ticket automatically.
Once a customer enters a new ticket in the system, it has a sequence of steps with pre-defined deadlines. Each new step forward, the responsible person receives a notification, to know that must take an action.
The analysis of data is indispensable for the management of care; therefore, the possibility of creating reports is a priority.
It is clear that it is possible to create reports with spreadsheets. However, it is much more difficult than with a help desk software, especially if you want to create reports from specific data or across different data.
If you are not an Excel genius, help desk software is sure to be the simplest option for getting complete and detailed reports.
Security of data.
When you choose to work with spreadsheets, you are taking a very high risk because the data in a spreadsheet can be easily lost.
Just a person who has access to it accidentally hit the “Delete” button on the keyboard … and there goes the ticket registration! And you cannot do a thinner access control: either a person can see the whole worksheet, or cannot see anything.
On the other hand, if you adopt help desk software, you can count on greater data protection.
It is not so simple to delete a ticket, which avoids accidents; in addition, there are resources for the access limit, allowing to control who can use the software and what are the permissions of each user.
The worksheet is like a piece of paper – it accepts everything. If the attendant wants to insert a ticket in the worksheet saying that it was created on the 10th, when the customer actually contacted and made the request on the 1st, how will you find out? Probably will not.
However, the information in the help desk software is much more reliable because the system itself generates internal histories that allow you to track everything that has happened during the life cycle of the ticket.
So you can figure out who did what and when. This type of audit enables the manager to identify problems and bad practices in the way the tickets are being conducted – something that would be very difficult to do with a spreadsheet, don’t you think?
If you think that it is possible to control all tickets of your company with a single spreadsheet, here´s a bad news: No, it is not. You will need several different spreadsheets, which is bad, since the lack of centralization makes it very difficult to work with data.
Let´s imagine, for example, that you have chosen to use a spreadsheet for each month. If you want to see a customer´s ticket history, you´ll need to search spreadsheet by spreadsheet for the tickets that he has already opened.
And just imagine how it will be tricky to track the open tickets in the previous months, since you´ll have to be alternate between several spreadsheets! Pure chaos, isn´t it?
That´s why the help desk software wins: all data is centralized in one place. Therefore, it is very easy to locate a specific ticket, track customer histories, and check open tickets, among other tasks.
If none of the above items were enough to convince you, and you still have no answer to our question why use help desk? here is one more good reason to choose the software instead of the worksheet: is that the worksheet is just a worksheet.
Meanwhile, the software brings numerous additional features. Depending on the software you choose, you can count on resources such as sending collective messages to all your customers, controlling staff hours and even implementing a chatbot for service.
You can reduce costs
These are just a few answers to the question why should you choose a help desk? There really is no comparison between a spreadsheet and help desk software, taking into account everything the system can do.
You can even try to defend spreadsheets because (some of them) cost nothing to the company. But in fact, they cost a lot for your team´s productivity, agility, and quality of service.
It´s … the cheap sometimes is expensive! And, in the end, the help desk can even help reduce your business costs.
Do you want to know more about helpdesk systems, their advantages and their implementation in practice? So, follow the Milldesk blog and do not miss our exclusive ideas.
11 de December de 2015 in Help Desk, How to, ITIL, Productivity, Satisfaction, Software
Managing a call center requires skill and a good knowledge of the area metrics. But after all, which even are the key performance indicators (KPIs) that any manager must know, even?
In a quick list, we can say that these are six basic indicators (at the least).
And we’re not talking about complex metrics, but simple actions you can take to make sure you have a real-time view of the success of your team:
Know your customer satisfaction score: For each customer satisfaction score, there is always a key indicator of performance. Create a list of information per company, manager or process to obtain the most accurate picture of your customer satisfaction, noting the areas that are in need of improvement.
Think about your level of service: Next, you need to clearly define your ideal level of service. From this baseline, you can question any shift in customer satisfaction.
Note the problems of yesterday to spot trends: The key performance indicators here are dropout rates, average waiting times and adherence. By looking at your past issues you can see if there are trends in changes in the types of calls you are getting and how its agents are dealing with them.
Using these data can also allow you to make sure that the team is properly closing the incidents. If on the other hand changes occur in the types of the tickets, this data can help you focus on these areas and reprioritize.
Review the session support to better understand your customer’s needs: To analyze the patterns of records issued the day before, you will have to observe the changes in the types of incoming tickets and how well agents are operating these tickets.
To hear the first calls of the day you will have a few tips, say, fresh on customer needs. What are the most common problems and what is the approach of the agents?
Follow the team: Another tip is to track your team this will give you a moral sense of team and the qualitative state support.
Any comments and techniques that make your team the most successful members are the key performance indicators.
Know where your team has quality and where you can improve: Finally, your overall assessment should identify the level at which the team is successful or needs improvement.
In this case, the key performance indicator is a quality score of two parts, divided between the business impact and the impact on the customer.
Like all businesses operate in different ways, it is important that as service manager / help desk you set your KPI according to specific strengths and weaknesses, track your performance and set realistic benchmarks for the future.
To ensure that you understand what these metrics really mean and how they impact your center means that you are on track to achieve this goal.
18 de February de 2014 in Blog, How to, ITIL, Productivity, Satisfaction
Knowledge base is where you store all relevant information about your work done in your company, so you can access it later. But how to create an effective knowledge base in your company?
First, to build your knowledge base you need to keep in mind your goal, because the term is too wide and everything eventually may become a knowledge base. For example, if the average time for solving problems in your Help Desk is high, you need a base to streamline this process. That needs to be started for each incident. In this case, a set of records of incidents can be the foundation of knowledge you need , with known errors and technical workarounds that can be found easily. On the other hand, a database where are stored all manuals and operating procedures of a particular technical support is also a knowledge base.
But the question is: how to make this efficient knowledge base ? How to relate all this information to quickly find the answers I seek? To have a base of knowledge organized and effective, you need planning and control. One way to optimize your base is the indexing of the content that needs to be registered on the basis of criteria to facilitate your search, such as the due date for questions and model registration ( title , problem , cause and solution ). Hold people responsible for base and to measure their use to achieve constantly make improvements.
Owning a knowledge base will help you establish a pattern of response to the calls , increase the solution at the first level, the possibility of direct technical support Level 2 for more complex jobs that generate more value for the business , plus shorten troubleshooting and enable service 24 × 7.
17 de May de 2011 in Blog, ITIL, Productivity
The service catalog is a document that is the description of services previously discussed, agreed and offered to their users and customers.
The model defines an ITIL Service Catalog – as a “written statement of all available IT services, supply levels and patterns of their options,” in which a service is defined as “one or more IT systems that enable a business process.”
Several authors make the analogy of the service catalog with a restaurant menu. In a restaurant menu, you will notice that the organization is provided by the establishment. You will notice that there is a section of beverages, meats, pasta and desserts. Within each section, there will be various items, prices and other conditions that define the supply and delivery of the service to be “bought”. Thus it avoids unpleasant surprises regarding the service chosen, either on the user / client side or service provider, since “supply conditions” are clearly defined.
There are a number of advantages when implementing a service catalog (I’ll talk about the advantages and how to create the service catalog in coming posts). The service catalog can be a printed document, a shared spreadsheet network, help desk software with this feature, a web page, among others. More important than the form of display of your service catalog is the adaptation to the challenges and needs of your organization enabling the management level of services.
The service catalog is not a final document, static or unchanging. It is a document that should be reviewed periodically and modified according to the characteristics of your business. There are a number of models of service catalogs found in the internet, some more complex and more simple. Which is the best? The best is the one that is more cohesive and more easily adapts to your business.
For companies that want to implement service level management according to ITIL best practices, I recommend the use of catalog services.
25 de April de 2011 in Blog, ITIL
The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITILv3 and ITIL 2011 edition), ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage. ITILv3 underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management, although differences between the two frameworks do exist.
ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom’s Office of Government Commerce (OGC) – now part of the Cabinet Office. Following this move, the ownership is now listed as being with HM Government rather than OGC.