Constantly improving the service offered to customers is vital, this checklist will help you get started.
Becoming a support Jedi Master means improving the customer experience. Whether you are dealing with internal users or external clients, the people you support have expectations that need to be met.
This checklist will take you through the four fundamental facets of great support — better, faster, smarter, stronger — and how these are achieved.
For service users, “better” support is easily defined — receiving the help they need, when they want it. They want issues resolved as quickly as possible, preferably on first contact, and with minimal input from themselves.
IT issues dent user productivity, and it is the help desk team who take the blame for every delay. Delivering more support more quickly helps keep the business moving and reduces the overall cost of your help desk service.
Deploying your support resources more intelligently improves the quality of service on offer and helps you better control support costs. How you route calls, emails or instant messages, and who you assign them to, will directly affect the time to fix.
Building support processes is essential to properly managing the flow of incoming calls and seeing them through to successful resolution. These processes need to be embedded into operations and supported by your support tools to reduce administrative overhead, and allow your technicians to focus their energies on solving customer issues.
Share this checklist with your colleagues so they can improve the IT customer experience.