This post was originally published on December 10, 2015 and updated on October 4, 2018.
To provide excellent service, your help desk must be a well-oiled machine. Everyone should have his or her marching orders, because without assigned tasks and order, you risk having multiple techs work on the same task, or some tasks sitting dormant until a customer complains.
Your help desk is your first line of customer support, so they must be agile and ready to handle any technical issues the client throws their way. Without an efficient help desk, you’ll not only be drowning in tickets, but your customer service levels will suffer. So how do you take charge of your help desk and get your service delivery up to the standards your client demands?
Check out our five tips to fine-tune your service delivery.
1. Define Your Ticket Process
Everything needs to be a ticket. Whether it’s an internal or external request, everything needs to be trackable, and a ticket makes it so. Create a service board for each type of request, so each support team only sees what’s relevant to them.
2. Automate Ticket Creation
By creating unique email addresses that push to your service board, you can automate the ticket-creation process so your team can spend more time servicing tickets than creating them. For instance, if a customer emails a request into email@example.com, it will automatically push a service ticket to your external support service board. Tickets can also be automated via a portal, system-generated alerts, or other integrations.
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3. Use Closed Loop Communication
To avoid leaving a key team member out of the loop, use Closed Loop--a feature in ConnectWise Manage that includes every team member on every email communication, so no one is left out of the loop again. You can easily update tickets with time, statuses, and notes for everyone to see.
4. Create Accountability
You can use standard service templates to populate tasks, so everyone has their marching orders. Beyond that, send status updates to customers and resources, informing relevant parties of where the project is in its lifecycle. Finally, use workflow management rules. That way, if something sits dormant for too long, you’ll be notified.
5. If It Can’t Be Repeated, It’s Not Worth It
The purpose of having a process is to ensure efficient, consistent, and clear communication so customer issues can be remedied in a timely manner. These processes should be uniform and able to be repeated to assure quality.
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