Even in a mobile and social era, customers still want to speak with a help desk through traditional means, like the phone and email. But in the past decade, customers have been pushed to portals and online chats, minimizing human intervention. In a movement to automate everything in the name of cost savings, we have turned the focus to tracking interactions instead of making the lives of our customers easier.
In a help desk environment, processes must be based around the customer, instead of the other way around. Make it simple for your customers to engage you. If they choose to use email as their preferred means then facilitate this process. Nothing is worse than receiving an email response that says, “This mailbox is not regularly monitored. Please send all requests to www.someurl.com”.
How to Facilitate Email Support:
Converting from an email to a service ticket, requires a help desk “add-on”. Once an email comes into the support inbox, a support staff can easily promote the email to a service ticket. This eliminates the need to cut and paste a message. Issues are then tracked inside a centralized help desk system where additional actions steps can be taken. For additional layers of support, employing an email polling service will check for any new messages that come in. This ensures that all messages get picked up.
Web Portal Support:
Creating service tickets through a web portal is the de facto standard for a help desk system. Defined users are able to access the portal anywhere, anytime, as long as they have internet access. This includes being able to fill out a tickets using a smart phone and/or tablet. Filling out information must be intuitive. Moreover, information must be digestible at a glance, especially for mobile users.
In the case of a field service organization, the help desk function needs to be more than just a ticketing system. It must encompass other areas of the business, like being able to: dispatch / schedule a field technician for a job, capture work order details, invoice and provide update notifications to customers.
Help desk applications need to provide flexibility to mold to a customers’ preferred communications and complete their service tickets efficiently. To find out how Fieldpoint solves customer issues from the service desk right through to a field service call, please feel free to contact us.