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.
07 de May de 2018 in Career, Help Desk, How to, Satisfaction, Software, Support
You already know how important is to preserve the satisfaction of a customer, and this satisfaction without any doubt goes through the service. When a customer buys something on your shop – whether on a virtual store or a physical store they expect that all the problems they face after the purchase are resolved quickly and efficiently. To ensure that this expectation will be answered, you need an excellent help desk.
The Expectation of a customer
It is illusion to believe that customers go to your retail just because they have the best prices or products.
Currently, most brands are present in many retail stores, to increase themselves. Therefore, the same product that a customer finds in your store, he also finds in the concurrent.
Besides that, with the high competition in the market, prices and payment terms are totally changeable. Right now, it may be that one of your competitors do some “super promotion”, offering discounts to overcome your store.
If these are not the weighing factors in the customer’s decision, then what is it? The answer is, in large part, on customer service.
How many times have you heard someone say (or do you even said) that would never return to a store, after having a negative experience of customer service?
When a customer buys a product, he already has some expectation of problems. It may be that the item is damaged with missing parts, that it is not exactly like the advertisement, or simply that it does not fully meet your needs. All this is already, to some extent, expected. So the customer wants to do business with a retailer that offers a good resolution to all of these problems.
In short, what really bothers the customer is not the problem itself, but the store’s apparent inability to solve the problem.
That’s where the help desk comes in.
Good and bad help desk in retail
The good help desk is one that is focused on the customer. In practice, this translates into a search for agility and efficiency. This is the minimum expected, although, in fact, the consumer is much more demanding than that. He wants personalized service and, above all, humanized.
Meanwhile, the bad help desk is one who:
applies phrases made of customer appreciation, without converting them into actions;
prioritizes procedures, not results;
“Pushes” the problem to other areas, rather than actively seeking the resolution of requests received;
treats all customers as if they were the same person, without taking into account the particularities of each case.
In the retail sector, the concern with the speed increases. The majority of care in this type of company involve a situation in which the customer has already bought and paid for a product, but for some problem, is unable to take advantage of it. It is natural that he feels prejudiced; and, the more your company takes to close the case, but this negative feeling is strengthened.
Help desk for offline vs. online retail
At this point, you may be wondering if there are differences between the help desk in the case of an offline retail (physical stores) and an online retail (e-commerce). The answer is yes, and these differences start from the customer relationship model in each of them.
In the physical store, there is greater customer trust with the company, thanks to the simple fact that the contact is direct. The customer enters his building, he sees the product before buying, he talks to the seller. At the very least, he knows the store actually exists. So when he looks for the help desk, it’s with some assurance that the problem will have to be solved. This, of course, greatly facilitates the service to this client, who is more open.
Meanwhile, in the case of an e-commerce, the entire relationship that the customer built with the store went through the internet. There was no right contact. If your store is not part of a large retail group, and it is the first time the customer is shopping with you, he will probably have “a foot behind”. When facing a problem, this event will only strengthen its defensive position. Therefore, when looking for the help desk, this will be a more complex customer service.
In this sense, an online retail help desk needs to develop even better quality care than its offline competitor. This is how you can ensure that even when facing some difficulty in the shopping experience, the customer will not lose confidence in your store.
Ensuring a high standard help desk
If you’ve already convinced yourself of the importance of the help desk for retail, you’re probably wondering how you can develop this activity with quality.
There are many ways to ensure a high-standard help desk.
It can be said that everything starts by developing in the company a culture of customer appreciation, without which it is impossible to have a service that meets the expectations of the modern consumer. It is also worth emphasizing the role of the team’s formation, from the elaboration of a rigorous selection process to the establishment of professional training and retraining policies.
However, one of the most important elements may be the use of good tools to help the day-to-day care. An example of a tool is the SSC, that is, Shared Services Center. This tool allows centralizing information that is necessary for service, ensuring greater agility and efficiency. In addition, it also allows for organizing and monitoring care through reports to identify opportunities for improvement.
Milldesk, for example, has a solution in SSC that you can apply to your retailer to obtain superior results in help desk. The system is entirely web, turning the implementation much easier. And it can still be configured to adapt to the specific needs of your business, whether it is a physical store or e-commerce.
In this post, we explore the importance of the help desk for offline and online retail, we talk about good and bad practices, and we present a tool that you need to adopt in your company: SSC.
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16 de May de 2017 in Blog, Career, knowledge, Satisfaction, Software
Service Desk is an increasingly valued service for organizations and serves to centralize a company’s needs in one place by logging in and out of support and maintenance requests to gain greater control over what has been done.
Unlike the Help Desk, that is to say, it solves more frequent problems, the Service Desk is used for operational damages classified as “level 2”.
Usually these incidents are more complex, such as sudden stops on servers and problems in email managers, for example, that require processes to increase the quality of service delivery.
And nothing like having a well-structured Service Desk, right? Everyone wins: the company, the customers and the technicians themselves!
But what do you need to set up a Service Desk that, in fact, fulfills your goal and delivers results?
Let’s look at some simple tips when designing your Service Desk:
Bet on the happiness of the user: put it in evidence!
The truth is only one: companies that place their users at the center of their operations tend to be in evidence, considering; Disney, Uber, Netflix, Nubank who like to engage the customer in a captivating customer service experience, and that brings positive results to these companies.
Even if your company is not a giant like the ones mentioned above, this is not to prevent your support from involving your users from making the experience of contacting your Service Desk a pleasure.
How to do this?
At first, a simple but powerful tip is to think about defining practical actions for each step, for example: when the user opens a call, the person responsible for sorting or automation will send an e-mail informing the service deadline and status in that the tickets are.
If you’re not Omnichannel, it’s time to be: Offer more than one communication channel to your users.
Do not make life difficult for the user, be accessible and it is necessary to keep up with the trends in the lives of your consumers. Therefore, in addition to the telephone, email, website, among others, offer service through social networks and WhatsApp.
Stay tuned: the word of order in these channels is agility, consumers expect a quick response, which is a great desire in the market.
Use and abuse of technology, it is important to provide a more modern experience for users, good software support can be a great ally of your company in the pursuit of customer satisfaction.
In addition to having a myriad of resources, from knowledge base, service catalog creation, to ticket history, a Help Desk / Service Desk system helps to further enhance the management of your organization’s service and is perfectly suited to the needs of your company.
Establish the metrics, indicators of your Service Desk.
What is measured can be improved and managed, both for technology and also for business, and a good way to measure the performance of your Service Desk is by establishing some Key Performance Indicator (KPIs).
They are nothing more than performance indicators and serve to measure whether an action or set of initiatives are bringing the results sought by a company or business area.
Identify your key performance indicators and start to follow them.
If you already use the metrics indicated in the mentioned text, great, it is time to think about secondary KPIs such as: individual performance of each technician, number of repeated calls, percentage of incidents solved remotely, etc., all that is useful to achieve the objectives of the company and can be measured is always welcome.
Have a good knowledge base.
The knowledge base is one of the best allies of the IT team, because it allows the user to solve a problem alone.
And save your team from opening that unnecessary ticket.
With a robust knowledge base, your team is free to solve more difficult incidents.
In addition, having a knowledge base will help you establish a response pattern for tickets, assist in increasing the solution on the first level, reduce problem resolution time, and enable 24-hour service.
You still democratize the knowledge and avoid that there are the customers’ “darlings”, since all are able to consult the information and offer it to the client.
It still gains agility, as it allows the incidents to be solved in an agile way only by the information made available in an easy way. With a knowledge base, you can leverage the number of calls from your Service Desk.
So, give the user the chance to solve his problem on his own, and only contact support if it’s really needed.
Communicate with your user, leaving him frustrated is not an option
Extremely important, after all, this helps the user to know that you are working on his problem.
When you forget to do this, it increases the chances of leaving the user frustrated and most likely “on your feet” constantly until the problem is resolved.
Therefore, give quick and clear feedback to the customer by informing them about the progress of the activity, especially if any delays occur.
A good Service Desk system allows its users to keep up with the progress of tickets, Milldesk has a friendly, simple and intuitive web panel for opening and tracking, allowing calls to be evaluated.
We hope you enjoyed the tips of this article, and better yet, that you can apply them today in your Service Desk!
17 de January de 2017 in Blog, Career, How to, Productivity, Satisfaction
The American online store Zappos sells shoes and clothing over the internet. It was bought by Amazon 1.2 billion dollars, it is one of the great cases about customer service, worth knowing.
And today the company is not only impressed by its customer service but also by its curious management model, the so-called holocracy: a distributed authority system – a set of “rules of the game” that place empowerment at the core of the organization.
In this model, basically authority and decision making are distributed by self-organized teams, rather than at the top of a hierarchy.
Is this all or not enough reason for any company to pay attention to the famous “Zappos culture”?
The company has always focused on good customer service / support and is proof that a quality customer service can put a business really at the top.
At Zappos there is no middle ground, the customer is a priority and service is a reference.
Ony Hsieh, CEO of e-commerce since 2000, started with a shy company that only sold shoes on the internet. However, in a short time, the store grew, started selling other products and generating more and more profit until, in 2009, the company was acquired by Amazon.
This impressive growth was only possible because Tony put the customer service as the organization’s priority instead of profits (can you imagine that?).
This made the customers, extremely satisfied with the service, indicate the company to their acquaintances, the famous word-of-mouth marketing and thus, of course, Zappos has been gaining more and more consumers and consequently higher billing
And why are we talking about this company? Simple, as we have said, it is a case of success, especially for small and medium-sized enterprises.
Then, follow what you can learn about Zappos’ customer service, and focus on service so your organization can succeed.
Customer service and support of quality is a matter of business culture!
You do not necessarily need to create a lot of rules of conduct for your employees when it comes to delivering good customer service, Zappos has shown that a set of rules is not as effective as having a business culture that truly values the customer (after all, Your business only exists because of it).
Depending on the circumstances of your business and context, we know how manuals and scripts can be disempowering, to use a buzzword.
Many say categorically (including Tony Hsieh himself) that Zappos is a “customer service company that happens to sell shoes and clothes.”
And one of the core values of its service culture is the delivery of the “wow” factor (in Zappos’s own words) to its clients, through services, stimulating creativity and change, creating fun, being open to innovations, seeking growth And learning, build open and honest relationships, have team spirit and family, do more with less, be passionate, determined and be humble.
These principles should be accepted by everyone in the company and only people who had affinity with these values were hired.
Imagine the scene: a strong team of 600 employees who take care of phones, e-mail, and chat lines is not just any call-center but the more autonomous customer service team across the industry – And this works wonderfully well!
The service at Zappos was completely personalized, no customer was served the same way and as has been said, there was no script to follow.
Every person who contacted the company should get full attention from the clerk, who would create a close relationship with the consumer and talk to him as long as it takes to solve his problem.
When you do not have customer service goals to beat, employees can focus on quality of care, as they do not need to dispense the customer as soon as possible.
And this is much more important, since the customer feels really special and ends up being loyal. Within the reality of your company, could you implement this practice? Think about!
Loyalty before, profit later.
The idea behind the title of this topic is quite simple: before you think about the financial return, you should think about how each attendant can satisfy the customer of your company.
At Zappos, for example, it was worth everything, employees had the autonomy to do whatever they thought necessary to please the consumer, from sending personalized messages to customers to sending new products and gifts in case of any problem.
Even if the customer was looking for a product that the company did not have, the employee could look at the competition and tell the customer where to find the product (take courage to do that, right?).
You may be wondering, “But wait, does not that make a sale go away?”
At least within the experience of the company, it seems that by doing so, the customer feels valued and consequently will be loyal to the company, because, because of the attention given to it, it will return at an opportune moment.
“Errare Humanum Est”: everybody make mistakes the important thing is to admit and improve.
An interesting point to highlight within the Zappos culture is the encouragement of admission of error.
The important thing is that if an error is made, it is assumed and resolved, even if it means financial loss to the company at first.
How about stimulating that same stance in your company?
In practical terms, it means that if customers are harmed with a thoughtless discount promise, for example, if the mistake is made and the promise is fulfilled.
You can be sure that you will get their trust and respect.
The biggest lesson you can learn from Zappos is: in customer service, make it clear that the customer is your priority. You will see that this will win many more consumers and leverage your business.
Don’t forget your employees.
Promote the training of your employees or in the words of Zappos founder Tony Hsieh: “Empower and trust your customer service representatives. And believe them they want to do good service … because, in fact, they do. “
Do you already apply any of these actions to your business? Does your company truly prioritize your consumer? Do you invest in good practices in customer service? Tell us about!
14 de November de 2016 in Blog, Help Desk, Satisfaction
Answer quickly: “The customer is always right?” If you’re the kind of person who always answers yes, without blinking, maybe it’s time to review that concept.
What we are going to say may sound a bit pretentious at first, but over the arguments you will end up agreeing with the ideas, after all, organizations cannot afford the luxury of pleasing Greeks and Trojans (although many insist).
And it is a fact that there are customers with legitimate requests who really want to be heard and are willing to do everything to solve your problem, but it is also important to evaluate the recurrence of complaints that come to your company because they require Organizations.
And the truth is one: it is extremely important that you reflect on how far your client is right, what are the limits? And how to do that?
And one of the ways to do this is by training your team and stipulating rules aligned with the values and mission of the company.
Your team is also right, do not forget that.
Providing good support / customer service is required, there is no excuse for not doing so, however, this doesn’t mean that it should be run at any cost.
É extremamente importante que seus colaboradores sejam orientados sobre como lidar com usuários difíceis e também confiar neles…
Your team needs to know that the company is also on the side of it, you have to show that in certain situations, the professional is right, not the customer and in this way, motivate them to serve the “good” customers.
Saying NO is so important as saying yes!
It may seem obvious in theory, but in practice saying “no”, especially in the business world, is not always the easiest, especially when it comes to customers.
But the truth is that the company that makes exceptions, which accepts any request, can jeopardize your credibility and your business, can scratch your reputation with the right and faithful customers.
This does not mean treating the customer indifferently, on the contrary, if the consumer is complaining, the first step is to listen carefully because he may not be right, but he has reason to believe he has it.
Get it with a smile, have good will and show willing to settle within the rules of the game. Confront the customer ever!
So defining rules, policies of conduct that are aligned with the mission and values of your company, are of the utmost importance. If what is being asked escape this scope, it is time to say no.
Serving Greeks and Trojans may not be very cool for your team’s productivity.
Very difficult consumers demand a lot of time and energy from their team, occupying the place of that customer who only wants to have his problem solved, pure and simple, without controversies and unnecessary attitudes.
Use customer service software to identify the profiles of your users.
We know that it is a controversial subject and in practice a difficult decision, but perhaps it is the moment to give up bad clients, to give due attention to those who really want to do business with your company.
Ready to start saying “no”?
30 de May de 2016 in Blog, Career, knowledge, Productivity, Satisfaction
At the time of hiring always comes to the fore those old issues and headaches, as it is essential to maintain the good performance of the company.
We know that in general, at the time to interview, those responsible for the human resources of most companies likely to seek professionals with more experience. However, many times this doesn’t guarantee to be the ideal professional for the job.
And in fact many companies end up systematizing, and being so rigid in their processes that eventually their collaborators get used to live in an authoritarian culture, taking a little of brightness and initiative of them.
Hiring has direct relationship with talent, passion, vision and goals of each person; perhaps to get a broader picture of the candidate, we agree that a passionate person, motivated, willing to learn and do, might contribute and take ownership with greater ease of values and goals of the company.
Analyze these aspects when hiring a person is very important.
We are in a society that tends to hire based on years of experience (which is really valid and should be valued yes), but often worry about ONLY with this aspect can come to prevent the possibility of creating a community of work more competitive and compromised with the organization.
However, the few business culture has been changing, because currently the market need not only for employees, but rather of talents, whether they have a lot of experience or not.
After all, the new models of work (home office for example) require a new approach, which work by objectives and not by time, the appointment beating overtime.
But however, certain specific activities require experience and here comes the question: “who hire”?
Some points that may serve for your company:
What are the physical and mental skills that the job requires?
What are the set goals and how it relates to the rest of the employees or customers?
What training is required of the candidate, what level of preparation is adequate if you need specific knowledge or skills, a certain type of personality or vocational training?
What you prioritize when it comes to recruit its employees? You value talent and passion? You want someone who will help provide a competitive edge, which seeks every day growth or someone eternally operating?
Remember, the true leader, is creator of new leaders. It is time the mentality of a portion of our managers change because so many are losing competent professionals.
03 de May de 2016 in Blog, How to, Productivity, Satisfaction
Customer reviews can be a great benefit to the company and you need to know how to use them.
Organizations face many challenges in their day to day, many of them are linked to the customer and the perception that they have of the services/ products provided by the company and the way the consumer sees the company.
Your opinion is formed based on purchased goods and services, but also, based on the service / post-sales / support being provided.
When treatment offered meets consumer expectations it is likely to be favorable to the company, but when the quality of service leaves to be desired, certainly will remain critical to all sides.
And the question is: How can companies take advantage of the negative reviews to improve, evolve?
It’s time the companies see customer critical, negative or positive character, as a diagnosis, as precious data that the consumer shares after all, believe it or not your company makes mistakes.
This client-side feedback can be very valuable if you consider and take advantage of it as it should be.
Identify the errors.
Customer opinions must serve primarily to identify errors that the company commits (of service, quality of product and support).
And usually the sector in charge of dealing with these dissatisfactions (both those related to their own work, as in other sectors) is the service area (either support, or SAC) and this is responsible for managing these critical and use them as a metric of improvement.
Identify improvement mechanisms
When the client issues a negative opinion, this is valuable information, because the message between the lines is “Improve, otherwise will lose to the competition,” this means that there is still hope to be able to meet customer expectations and remain in the market in spite of everything.
And often it can also be a sign that there is still hope for that complaining customer, who doesn’t leave the company, but warns upon his criticism
But what should be done? Talk, ask, about the mechanisms of improvement on actions the customer believes that they can optimize the product or service, as regards their expectations, because may be the dissatisfaction of many other customers / users and nothing better than feedback to give that help in time to improve.
After all, who better than our customers to shows us the way to improve quality in our products and service?
12 de April de 2016 in Blog, Help Desk, How to, Satisfaction
Manage talent, people, is not the easiest of tasks, especially in the case of IT; people management is an area that we should not overlook, whatever the size of the company.
You can always achieve something else (from any area of your business), provided that seek good solutions. Follow some advice to improve the human capital management in IT.
1. Know your talents
Google is a company recognized for its innovative management processes; call your human resources department of “People Operations”. The industry works through an approach of constant monitoring of the motivations and aspirations of its employees.
Obviously your company does not need to keep sophisticated Google’s data system on each member of your team, but you can follow the example seeking to know them.
The easiest way to do this is with regular meetings (and objective) with feedback and organizational climate research.
2. Understand what drives your employees
From the first advice you’ll know what motivates each member of your team and it will be easier to get the best of each.
Remember, not always money is everything. The preparation of a good career plan and reward programs can be more motivating for some employees.
3. Show your own mistakes
A sui generis advice is true, but consider the following: to submit to the team your own mistakes transmit to them more confidence to work, as well realize that they can also make mistakes, a good way to humanize before his subordinates.
This time can also be educational. It will show the subordinate that the important thing is to work to correct these errors as soon as possible. Actively working to solve the problem is more important than doing nothing.
4. Organizational climate.
The good relationship between employees is critical to increase productivity.
Invest in events, trainings putting together different sectors of the company, enabling the interaction between them, through a relaxed mood, outside the corporate environment.
23 de March de 2016 in Blog, knowledge, Satisfaction, Software
We begin this chat with an inconvenient truth, but real: a lengthy service with a high waiting time and badly done can cause irreversible damage to the company’s image.Stop making your customers and users waste time!
We begin this chat with an inconvenient truth, but real: a lengthy service with a high waiting time and badly done can cause irreversible damage to the company’s image.
We live in days of speed everything is for yesterday… People are increasingly busy full of professional and social commitments, never the expression “time is money” made as much sense as today.
Customers are not interested in the internal processes of enterprises in their limitations and much less on your goals, just want to satisfy a particular need and want their objectives barriers or other redundant activities.
But how much time should devote to each customer? What is adequate time for service? How to win more agility in the service?
We invite you to see some considerations:
The correct time of service.
For most of us, time is the most precious and the scarcest. How often we forget that the same goes for our customers and users, with many daily tasks?
Perhaps this is why the reduction of waiting times is one of the most valued factors by customers. They do not want to spend more time in a call that is strictly necessary and always appreciate the nimble and quick service.
Many customers complain about the service of some companies because of the waiting time to receive an answer, the inefficiency of operators and bureaucracy in solving problems.
For the customer, everything needs to be fast and simple like a flash. Search this agility and simplicity in service should be the focus of the managers of the area.
Even, is not difficult to find web sites of customer complaints not only by poor service, but also for the lost time that are submitted with those annoying little songs and almost endless.
Ok, depending on the incident, problem or request no matter how keen is the support will not always be possible to meet as fast and efficient as one would like…
Since many times the solution depends on other sectors and factors, there remains to demonstrate to the professional to treat the customer with courtesy and attention as not always the company will have a second chance to make a good impression.
Consumers should never leave the company with the impression that he as poorly attended. This is because as we know, a person can tell his experience negative (or positive) to several others that will tell others and so on.
If there is the possibility of offering compensation for waiting, delay (a discount, toast, extra service, etc.), here’s a way to score points with the user.
But what is the appropriate time for a service that lets customers satisfied? Obviously there isn’t an explicit rule, each case is different.
The great thing is never leave a person waiting especially if the service you are doing has no relation to the subject that the customer will handle.
For those who wait a minute listening to an annoying jingle of elevator becomes an eternity. There are people waiting two minutes, and then are able to tell they waited for more than ten, however, after being initially met, the person looks calmer.
Again: It is up to support professional to devote the necessary time to listen to him and seek the solution to their purchase requisitions.
You should also think that depending on the features of your product or service, will be needed some explanations, recommendations that require more time, patience, but as always depend on each customer in concrete and its case.
Haste the solution should not be the same time to listen to the customer for two reasons: the attendant need to have clear understanding of the issue and the customer needs to feel that you are being served with dedication.
Listen to attention are the main actions. Ask questions and give close attention to responses is essential. The redirection should be avoided to the maximum. Again, training is essential in this case.
Use technology to reduce waiting times.
Good support professionals can accomplish great things when well trained, valued, etc., but they don’t make miracles. The technology should also make life easier, both customers and professional customers.
A good help desk software can make a big difference and so is investment in the company’s reputation and not a cost. Costly it is losing a customer because of poor service.
One of the great tools of a good help desk system is the knowledge base that can be a great ally in time to meet the user with flexibility.
Assists without a doubt to optimize the provision of its services and also increase the productivity of your technicians is through a knowledge base of several known problems that the company has passed and solutions for operational processes.
The main objective of the knowledge base is to obtain and retain the experience acquired by the technicians of the organization and has other advantages which we list for you:
- Shared Knowledge: Once knowledge is shared, all your technicians have access to information and possible resolutions of problems and solutions that occur in the organization.
- Service speed: The time to resolve certain incident (if it’s at knowledge base) will be much faster, considering it was analyzed, studied and resolved.
- Service standardization: As knowledge is shared, all the technicians can do the same to resolve the incidents reported by the users.
- Optimization of the entire team learning: When entering new experiences and knowledge all the staff can improve their knowledge in their respective areas and therefore be more productive.
And the knowledge base can also be made available to your customers / users and will be of great value to them, as they may use this and find solutions and solve trivial problems at any time.
Enough to let your customers waiting the quality of support is compromised signal, promotes feeling of well-being and trust and made correct and efficient manner will cause consumers to recommend the services of your company. Think about it!
03 de March de 2016 in Blog, Career, Help Desk, Satisfaction, Software
You do not need large research to know that with the advancement of technology and customer profile change, organizations need to seek innovations constantly.
On the one hand the need to provide a difference in the products or services is a must for all companies that aspire to become players in their markets, on the other hand, in a certain way the products and services that have equaled, being that the quality is basically the same (there are of course exceptions), delivery times, budgets, match between the various competitors.
Companies need more persuasive marketing strategies to increase their competitiveness and achieve greater number of customers. But then what defines the customer decision on whether or not to buy a product or service? The support / service offered.
It uses pre service to set their choice, and post purchase as one of the key differentiators to indicate or even keep as a customer.
It is very true that it takes the involvement of all the other sectors, which somehow has communication with the costumer, since there are permanently needs of changes in internal processes to enhance and improve customer service.
Investment in cultural changes, exchange of information, suggestions and accept customer complaints instead of searching for the guilty are the good practice for the first step on the road in search of improvements.
The changes of the globalized world determined the great demand that is currently in customer service. Companies need to adopt a new way of looking, thinking and acting in the current market to ensure its customers and generate sustainable business.
We are facing transformation demands that require immediate adaptations of team management, knowledge about the new profile of professionals to adaptations to obsolete practices of interpersonal relationships that often hinder success in customer service.
It is time to review the position that sees support industry as a cost center and come to see this important sector as a center of benefit.
And that includes everything from the correct hiring professionals, motivation, training and working tools appropriate for you to practice his perfectly as a good help software / service desk.
But despite the undoubted benefits, many companies still insist on wasting the potential of this sector, incurring errors that could be avoided. Follow some of the most common mistakes in time to get a help desk tool that can help define the face of your company to the market.
Conform with the technology of the past:
There was a time when internal systems were the most chosen by support centers, even the smartest managers ended up opting for its own system when he was given the option.
But online systems has been touring a long way since then and now many are superior to their own, internal systems. So why settle for the past technology when you can take advantage of the latest technology with best practices at substantially reduced costs?
Hiring a software that does not provide a good user experience
Consider maximized usability of the software. This approach not only reduces the level of customer frustration, but also increases agent efficiency.
Underestimating the power of cloud applications
Software as a service (SaaS) is now the famous “faster, better and cheaper; do more with less “and has been fulfilling its purpose.
The improvements in associated infrastructure solved the downtime and time scheduling problems that plagued the SaaS solutions, making them the favorite delivery method for the customer relationship management (CRM), marketing automation and customer support.
The cloud-based solutions have many benefits over solutions “native” or local, among these we highlight the simple and inexpensive implementation, access to data anywhere, even on mobile devices, zero cost hardware or maintenance, reducing problems data security, product updates without interruption and affordable, according to the use.
Use any Help Desk management system, with little regard for best practice
Finally a correct use of the help desk management software not only reduce costs, but done with well trained and motivated professionals, increases satisfaction and may even build customer loyalty.
The Milldesk system was designed to comply with ITIL requirements. The software for help desk has several management reports to measure the results, and functional SLA, service catalogs, satisfaction survey and many other features.
The words of one of the many satisfied customers with Milldesk: “The system can be complete and simple at the same time, providing managers, technicians and users a comprehensive view of how is the IT infrastructure of companies.”
Do not make the mistake of using any support software, meet Milldesk and surprise yourself!