Why do you need a support service that does not support?
Companies announce artificial intelligence in their automation, talk about how they implemented a couple of cool customer service systems, but by calling tech support, we continue to suffer and listen to the suffering voices of operators with suffering scripts. And you probably noticed that we, IT specialists, perceive and evaluate the work of numerous customer support services of service centers, IT outsourcers, car services, helpdesk operators, including support services for the company in which we work or we manage.
So what's up? Why is the technical support call / technical support almost always an occasion for a heavy sigh and some kind of doomed necessity? We know something about the reasons.
Tech support dreams from our childhood
Incompetent employees are, at first glance, the main cause of problems with technical support. It’s unacceptable when you are waiting for a solution to your problem or at least the correct redirection to a specialist, and you get a complete disregard for the essence of the issue and a bit of advertising in addition. However, do not rush to blame support specialists - as a rule, the root of this problem lies much deeper.
The selection of unskilled personnel is the first mistake of companies. It is clear that if you are not a DevOps outsourcer with decent offers to applicants, highly qualified system administrators and engineers will not go to you. But to recruit "students 1 and 2 courses in their free time" is fraught. This is a lottery: you can take your future chief of support or even the main developer, or you can take studios, who don’t give a damn for studies - all the time is free. As a rule, these guys do not have communicative skills, there is no desire for training (and a support worker is always training and the ability to explain to another, which is possible only when you yourself confidently understand this). Therefore, when selecting candidates, you need to be guided not by the principle of cheapness of the employee or his desire to come to you, but by objective metrics and the ability to solve simple support problems in practice.
Stupid employees are a huge problem for many companies, regardless of size and scope. Speaking of stupid, we mean illiterate, unskilled and most importantly, not wanting to change something in qualifications and learn. So why do companies run into these guys over and over again? It's simple: quite often, those who are able and know are recruited to support, but those who are cheaper, "and we will teach there." This is a critical mistake, which leads to staff turnover (“not mine”, “oh, how evil you are,” “studying is more important”), to mistakes in work (“I haven’t learned yet”, “well, still to study, but for I also have to harm that kind of money! ”), to useless attempts to train (“ what the hell, talking with customers, I didn’t finish the management for this, I want to be a leader ”).
Obvious and difficult to apply advice, but try to work with staff at the hiring stage. Do not torment them with questions about who they see themselves in five years, talk in essence:
These three simple and honest parts of the interview will give you an idea of ​​who the people you are hiring are at the forefront and how they represent themselves inside your business.
Lack of training is another problem. Yes, in a company where there is technical support (well, or just any customer service), formal training is always carried out: somewhere it’s a young fighter’s course, somewhere a lecture for a couple of hours, somewhere a strict boss who broadcasts roughly 15 minutes about that the company should be called exclusively Astroservice Technologies Group Ellsi Company, and the client’s name should be mentioned in the conversation at least 7 times, the rest is not so important. This, of course, is not it. There are several best practices for teaching help / service, among which are the most universal.
No matter how cool the company, technical support will always remain the unit with the highest staff turnover. Therefore, the selection and training must initially be put on a professional footing, otherwise everything will be worse and worse.
Total “scripting” is another scourge of technical support and generally any customer service. The speeches of experts are sometimes so scripted that even we IT specialists suspect that on the other side there is a robot with unfinished intelligence. Of course, certain clues on different situations are a vital thing, but communication should take place in human language. Compare the two dialogs.
- Hello. You are welcomed by the Astroservice Technologies Support Service of the Elelsi Company. We welcome your appeal. What is your problem?
- Hello. I can’t enter the admin panel on your site to complete the purchase. Writes that the login does not exist.
- We are very pleased to hear from you and are ready to answer your questions. Answer the question when did you register on our site?
- About three years ago. Yesterday it went fine.
- Thanks for the detailed answer. What is your username?
- hellboy.
- Thanks for the detailed answer. <...>
- Good afternoon, Astroservice company, my name is Vasily. How can I help you?
- Hello. I can’t enter the admin panel on your site to complete the purchase. Writes that the login does not exist.
- When did you register on our website? How long has this problem?
- About three years ago. Yesterday it went fine.
- What is your username?
- hellboy.
- So, now we'll figure it out. I’m looking at your login, yeah, your account has expired ... <...>
More specifics, less annoyance and words, after which the topic of conversation is already blurring. By the way, this also applies to sales.
Forwarding to specialists is sometimes a necessary and even correct measure - it is much better to wait a minute for the response of a specialized specialist than to try to achieve something from the first line. However, when the chain acquires several links, each of which needs to repeat all the information about the problem, I want to quit communication and go to Google. And if during an urgent appeal to a bank or, for example, a clinic, such a forwarding with explanations is justified, then in the case of a written decision of the issue in the mail, chat or messenger this is at least indecent.
Information about the client’s problem needs to be quickly and accurately recorded and stored in order to transmit it to the executor, without forcing the client to retell for the tenth time how his underfloor heating did “fw, then crack and crack, then trrrr and shibanul as surely because still dug a corner and confused it with a tray. " This can be done in any form, for example, in a separate chat, in the form of a note to a card in the CRM system or directly in a ticket inside the helpdesk. This is how it is implemented in the ZEDLine Support cloud helpdesk: there is a description of the task from the client, the operator can update the information, request screenshots and files, and then simply delegate the task to a colleague competent in this matter. At the same time, the client himself on the client portal will see who and at what stage is engaged in his task. And starting with the version of ZEDLine Support 2.2 , which is already available, internal messages have appeared in the system - operators can discuss the task among themselves, and the client will not see those comments that he does not need to see.
An internal message in the interface is marked with a special icon. The client does not see him.
Sales in technical support or help desk is another facet of the forces of darkness in your support. We know that in the support services of many companies, including telecom operators, the support service provider is required to offer additional services and he has a sales plan that directly affects the amount of the bonus. And it's terrible, because It takes time, gives the impression of retraction and a constant desire to make money on the client. As a result, the operator’s performance rating is reduced and loyalty is significantly reduced. Damn it, I'm nervous, I don’t have mobile Internet connection when the package is paid, after 10 minutes my presentation is at the conference, and to me “We have good news for you: you can connect the 5 GB Internet package for only 150 rubles. Will you connect right now? ” Yes, my, solve my problem right now, and let the sales people make a separate call. In addition, often the offer of services is completely thoughtless: the same package for 150 is offered to someone who has anlim and the volume of consumed mobile traffic per month is above 30 GB.
There is only one advice: say “no” to sales in the help desk if you relate to operational assistance: communications, gadgets, support for B2B solutions (hosting, CMS, CRM, etc.). And try to weave sales organically if you are a non-operational service. For example, when contacting the perfume shop with the specification of the availability of goods or working hours, it is perfectly acceptable to talk about a new product of the same brand or add: “We work from 10 to 22, come, you will receive discounts of up to 70% and 2 at a price of 1 for all care”.
The next block of problems includes a powerful weapon that can become a high-efficiency customer management machine, or it can kill all your service plans. We are talking about IVR (and at the same time about its descendants - chat bots). IVR is an excellent tool to reduce the load on the help desk: you can “take the customer” to the operator’s response and send it right to the right specialist. Again, IVR should be a router, not a sales tool in the areas listed above. IVR saves time for both the client and the operator by identifying the problem and prioritizing treatment.
By the way, the offer to call back is seen as excellent if the client does not want to listen to the voice menu or communicate with the bot. “If you don’t have time to wait for the operator’s response, hang up and we will call you back within 5 minutes.”
There is such an anecdote: “The store director says to the sellers:“ Sorry, but it seems to me that the phrase “any crap” does not fully reflect our entire range. ”And it is quite suitable for describing the work of a support service, whose employees can keep dozens of cheat sheets before their eyes, but at the same time, you don’t have to know the product or service of the company, let alone compare the product and customer expectations from it. Experience shows that there is no more disappointed customer than the one who knows more about the product or service of your company than the person who is trying to help at the other end of the chat, call, mail.
The advice is as simple as possible: any support employee must be familiar with all the functions of the company's products or services, as well as with the best combinations of products and services for each type of customer. Only in this way will you not only answer the client’s question, but answer in his system of values, understanding how and why he uses this product. This is an ideal and unfeasible option, because in this case experts should work in technical support, but the desire for it can increase the level of quality of service. And as they say, a satisfied customer is gradually turning into our agent and begins to attract new customers. Therefore, the competent work of technical support is a struggle for loyalty, which indirectly affects the increase in sales, even without selling anything.
Here it is worth mentioning inattention, which can create the impression of ignorance of the product. Inattention is a special category of technical support errors. It can be due to both a lack of knowledge and fatigue, because working in a support service is almost always an intense load, sometimes with a not-so-physiologically acceptable schedule. Therefore, often the support technician on the phone confuses the name, product, question itself. The situation is aggravated by the fact that the employee notices an error, but still does not clarify the question or does not answer the one that was asked. Of course, this will certainly lead to problems with the client, because he will be dissatisfied with the work.
Illiterate automation of the service leads to problems with the service, that is, in fact, can make your customers customers of your competitors. Each call to technical support (or just support) is a kind of warning from the user, to which you need to clearly, quickly and competently respond. If you do not react, the appeal will be published on social networks, on otzoviks and in other places where you have to compete for a reputation and prove that you are not a camel.
Dissatisfied customers have another unpleasant side effect: eternally dissatisfied customers can lead to the departure of any employees, including engineers, developers, testers, etc. And this is a new hiring and new money. Therefore, everything must be done to make the work of the support service simply first-rate - even if it is a bunch of inexperienced students.
Develop a customer service guide. This in no case should be the next formal regulation, it should be a complete, intelligible, human-written document in which you need to display the main responsibilities of employees, secondary responsibilities of employees (areas where they can take responsibility), referral routes inside companies, contact procedures, description of the software used, the most common case studies, communication style, etc. (full set depends on the business).
Select the technology to organize your support desk. You don’t have to bother and fool complex systems based on Jira, CRM or ITSM systems, create separate software for support workers that they will be comfortable with (the concept of comfort here includes speed, simplicity and intuitiveness of development at the level of “sitting down and after 5 minutes you’re working "). How good is the use of such an application?
This may look like an application with a customized application form - all information is indicated in the required fields, including those required. ZEDLine Support Interface
Visible and invisible records for the client (who created the application). ZEDLine Support Interface
The technology itself does not guarantee perfect service, but significantly increases the speed and quality of support / service operations.
Measure! Probably the biggest mistake when working with a support service is not to measure the results of the work. This is one of the most measurable units with transparent metrics: the number of tickets, the cost of work on tickets, customer satisfaction and so on. Measurement of indicators - the ability to evaluate work, to reward, to introduce a system of material and non-material motivation, which means to make relationships with service engineers and support staff long-term. For this reason, we have implemented a timing system in our help desk ZEDLine Support .
But, of course, there is nothing worse than when the company has no technical / service support. Many companies have a rigid, bureaucratic system of work with clients, pay little attention to service and maintenance. Moreover, even service companies manage to maintain customers at a wildly low level: with forgotten tasks, not on time, with lost applications. Friends, on the approach 2020, your customers are full of marketing and sales, it is difficult to surprise and attract them, but it’s more expensive and hardest to keep. Support service, support, help, whatever they are called, is a new stiffener of the company in its desire to fight for customer loyalty. So let's pay attention to the support team, automate and simplify their work, so that customers are satisfied and constant, and your business is striving for new heights!
So what's up? Why is the technical support call / technical support almost always an occasion for a heavy sigh and some kind of doomed necessity? We know something about the reasons.
Tech support dreams from our childhood
Support problems you probably have
Incompetent staff
Incompetent employees are, at first glance, the main cause of problems with technical support. It’s unacceptable when you are waiting for a solution to your problem or at least the correct redirection to a specialist, and you get a complete disregard for the essence of the issue and a bit of advertising in addition. However, do not rush to blame support specialists - as a rule, the root of this problem lies much deeper.
The selection of unskilled personnel is the first mistake of companies. It is clear that if you are not a DevOps outsourcer with decent offers to applicants, highly qualified system administrators and engineers will not go to you. But to recruit "students 1 and 2 courses in their free time" is fraught. This is a lottery: you can take your future chief of support or even the main developer, or you can take studios, who don’t give a damn for studies - all the time is free. As a rule, these guys do not have communicative skills, there is no desire for training (and a support worker is always training and the ability to explain to another, which is possible only when you yourself confidently understand this). Therefore, when selecting candidates, you need to be guided not by the principle of cheapness of the employee or his desire to come to you, but by objective metrics and the ability to solve simple support problems in practice.
Stupid employees are a huge problem for many companies, regardless of size and scope. Speaking of stupid, we mean illiterate, unskilled and most importantly, not wanting to change something in qualifications and learn. So why do companies run into these guys over and over again? It's simple: quite often, those who are able and know are recruited to support, but those who are cheaper, "and we will teach there." This is a critical mistake, which leads to staff turnover (“not mine”, “oh, how evil you are,” “studying is more important”), to mistakes in work (“I haven’t learned yet”, “well, still to study, but for I also have to harm that kind of money! ”), to useless attempts to train (“ what the hell, talking with customers, I didn’t finish the management for this, I want to be a leader ”).
Obvious and difficult to apply advice, but try to work with staff at the hiring stage. Do not torment them with questions about who they see themselves in five years, talk in essence:
- ask what quality customer service means to them;
- offer tricky scripts of conversations with clients and ask how they will react;
- ask what they think your business is doing and what customers want.
These three simple and honest parts of the interview will give you an idea of ​​who the people you are hiring are at the forefront and how they represent themselves inside your business.
Lack of training
Lack of training is another problem. Yes, in a company where there is technical support (well, or just any customer service), formal training is always carried out: somewhere it’s a young fighter’s course, somewhere a lecture for a couple of hours, somewhere a strict boss who broadcasts roughly 15 minutes about that the company should be called exclusively Astroservice Technologies Group Ellsi Company, and the client’s name should be mentioned in the conversation at least 7 times, the rest is not so important. This, of course, is not it. There are several best practices for teaching help / service, among which are the most universal.
- Perfect option. After recruiting a group of specialists, for every 2-3 supportists, a mentor from among experienced employees is assigned, who conducts detailed desk training and immediately consolidates knowledge in practice. So the information is acquired as quickly as possible and avoids discrepancies.
- Acceptable option. Classroom training is carried out in several visits, and the senior specialist only answers questions that arise and periodically post-factum analyzes calls / letters / chats with newcomers. In this situation, the likelihood that the beginner will mow is higher.
- Option "well, at least something." As in the previous two cases, you have formed a knowledge base that contains typical cases and problems (well, or you just have access to old tickets) and a new employee analyzes the situations for a couple of weeks and then passes something like an exam. Of course, something will remain in my head, but the effect is similar to reading a book by Straustrup without a computer and an IDE in front of the nose and offset on a piece of paper. And therefore the junior sees the compiler and is frightened of it. So here - a telephone headset or a letter will introduce a novice operator into a stupor.
No matter how cool the company, technical support will always remain the unit with the highest staff turnover. Therefore, the selection and training must initially be put on a professional footing, otherwise everything will be worse and worse.
Endless and boring scripts
Total “scripting” is another scourge of technical support and generally any customer service. The speeches of experts are sometimes so scripted that even we IT specialists suspect that on the other side there is a robot with unfinished intelligence. Of course, certain clues on different situations are a vital thing, but communication should take place in human language. Compare the two dialogs.
one.
- Hello. You are welcomed by the Astroservice Technologies Support Service of the Elelsi Company. We welcome your appeal. What is your problem?
- Hello. I can’t enter the admin panel on your site to complete the purchase. Writes that the login does not exist.
- We are very pleased to hear from you and are ready to answer your questions. Answer the question when did you register on our site?
- About three years ago. Yesterday it went fine.
- Thanks for the detailed answer. What is your username?
- hellboy.
- Thanks for the detailed answer. <...>
2.
- Good afternoon, Astroservice company, my name is Vasily. How can I help you?
- Hello. I can’t enter the admin panel on your site to complete the purchase. Writes that the login does not exist.
- When did you register on our website? How long has this problem?
- About three years ago. Yesterday it went fine.
- What is your username?
- hellboy.
- So, now we'll figure it out. I’m looking at your login, yeah, your account has expired ... <...>
More specifics, less annoyance and words, after which the topic of conversation is already blurring. By the way, this also applies to sales.
Forwarding to specialists is sometimes a necessary and even correct measure - it is much better to wait a minute for the response of a specialized specialist than to try to achieve something from the first line. However, when the chain acquires several links, each of which needs to repeat all the information about the problem, I want to quit communication and go to Google. And if during an urgent appeal to a bank or, for example, a clinic, such a forwarding with explanations is justified, then in the case of a written decision of the issue in the mail, chat or messenger this is at least indecent.
Information about the client’s problem needs to be quickly and accurately recorded and stored in order to transmit it to the executor, without forcing the client to retell for the tenth time how his underfloor heating did “fw, then crack and crack, then trrrr and shibanul as surely because still dug a corner and confused it with a tray. " This can be done in any form, for example, in a separate chat, in the form of a note to a card in the CRM system or directly in a ticket inside the helpdesk. This is how it is implemented in the ZEDLine Support cloud helpdesk: there is a description of the task from the client, the operator can update the information, request screenshots and files, and then simply delegate the task to a colleague competent in this matter. At the same time, the client himself on the client portal will see who and at what stage is engaged in his task. And starting with the version of ZEDLine Support 2.2 , which is already available, internal messages have appeared in the system - operators can discuss the task among themselves, and the client will not see those comments that he does not need to see.
An internal message in the interface is marked with a special icon. The client does not see him.
Support that sells, not support
Sales in technical support or help desk is another facet of the forces of darkness in your support. We know that in the support services of many companies, including telecom operators, the support service provider is required to offer additional services and he has a sales plan that directly affects the amount of the bonus. And it's terrible, because It takes time, gives the impression of retraction and a constant desire to make money on the client. As a result, the operator’s performance rating is reduced and loyalty is significantly reduced. Damn it, I'm nervous, I don’t have mobile Internet connection when the package is paid, after 10 minutes my presentation is at the conference, and to me “We have good news for you: you can connect the 5 GB Internet package for only 150 rubles. Will you connect right now? ” Yes, my, solve my problem right now, and let the sales people make a separate call. In addition, often the offer of services is completely thoughtless: the same package for 150 is offered to someone who has anlim and the volume of consumed mobile traffic per month is above 30 GB.
There is only one advice: say “no” to sales in the help desk if you relate to operational assistance: communications, gadgets, support for B2B solutions (hosting, CMS, CRM, etc.). And try to weave sales organically if you are a non-operational service. For example, when contacting the perfume shop with the specification of the availability of goods or working hours, it is perfectly acceptable to talk about a new product of the same brand or add: “We work from 10 to 22, come, you will receive discounts of up to 70% and 2 at a price of 1 for all care”.
IVR: friend or foe?
The next block of problems includes a powerful weapon that can become a high-efficiency customer management machine, or it can kill all your service plans. We are talking about IVR (and at the same time about its descendants - chat bots). IVR is an excellent tool to reduce the load on the help desk: you can “take the customer” to the operator’s response and send it right to the right specialist. Again, IVR should be a router, not a sales tool in the areas listed above. IVR saves time for both the client and the operator by identifying the problem and prioritizing treatment.
By the way, the offer to call back is seen as excellent if the client does not want to listen to the voice menu or communicate with the bot. “If you don’t have time to wait for the operator’s response, hang up and we will call you back within 5 minutes.”
Ignorance of the product
There is such an anecdote: “The store director says to the sellers:“ Sorry, but it seems to me that the phrase “any crap” does not fully reflect our entire range. ”And it is quite suitable for describing the work of a support service, whose employees can keep dozens of cheat sheets before their eyes, but at the same time, you don’t have to know the product or service of the company, let alone compare the product and customer expectations from it. Experience shows that there is no more disappointed customer than the one who knows more about the product or service of your company than the person who is trying to help at the other end of the chat, call, mail.
The advice is as simple as possible: any support employee must be familiar with all the functions of the company's products or services, as well as with the best combinations of products and services for each type of customer. Only in this way will you not only answer the client’s question, but answer in his system of values, understanding how and why he uses this product. This is an ideal and unfeasible option, because in this case experts should work in technical support, but the desire for it can increase the level of quality of service. And as they say, a satisfied customer is gradually turning into our agent and begins to attract new customers. Therefore, the competent work of technical support is a struggle for loyalty, which indirectly affects the increase in sales, even without selling anything.
How it works
For example, you sell outsourcing services in IT. You have a customer service who has everything tailored for sales and his guys don’t look up from telephony and CRM and there is a customer who sells the product through marketing, and his salespeople are pretty passive. Both have the same infrastructure: CRM, 1C, website, 12 jobs each. And here’s a disaster - the network drops for the customers, and you need to give an initial answer in order to do some analysis remotely and make a decision about leaving. You need to understand that in both offices there is panic.
Standard reaction: “We will understand. We’ll look now remotely and, if necessary, we’ll come. ” // Anonymous, without an executor, with an indefinite start of work and the course of the process.
Good reaction for company 1: “I understand your problem. I know how important it is for you to constantly call and work in CRM. Vasily has already begun work on the problem. You can see the progress in the ticket. ” // The pain of the client is accepted, there is the name of the executor and manager, the urgency is visible, it is clear where to follow the process.
Good reaction for company 2: “I understand your problem. Let me know if there were any mailings, if something needs to be restored. The task is assigned to Vasily. You can see the progress in the ticket. ” // The pain of the client is accepted, care is taken, there is the name of the performer. However, the deadline is not defined, because the client has an urgency lower than 1.
This is convenient for the ZEDLine Support 2.2 helpdesk , in the interface of which the client sees the progress of work, those responsible, comments and so on. - a complete sense of control over the application and a much more relaxed behavior of customers who will not pull you with calls and letters asking “Well, when?”
Standard reaction: “We will understand. We’ll look now remotely and, if necessary, we’ll come. ” // Anonymous, without an executor, with an indefinite start of work and the course of the process.
Good reaction for company 1: “I understand your problem. I know how important it is for you to constantly call and work in CRM. Vasily has already begun work on the problem. You can see the progress in the ticket. ” // The pain of the client is accepted, there is the name of the executor and manager, the urgency is visible, it is clear where to follow the process.
Good reaction for company 2: “I understand your problem. Let me know if there were any mailings, if something needs to be restored. The task is assigned to Vasily. You can see the progress in the ticket. ” // The pain of the client is accepted, care is taken, there is the name of the performer. However, the deadline is not defined, because the client has an urgency lower than 1.
This is convenient for the ZEDLine Support 2.2 helpdesk , in the interface of which the client sees the progress of work, those responsible, comments and so on. - a complete sense of control over the application and a much more relaxed behavior of customers who will not pull you with calls and letters asking “Well, when?”
Here it is worth mentioning inattention, which can create the impression of ignorance of the product. Inattention is a special category of technical support errors. It can be due to both a lack of knowledge and fatigue, because working in a support service is almost always an intense load, sometimes with a not-so-physiologically acceptable schedule. Therefore, often the support technician on the phone confuses the name, product, question itself. The situation is aggravated by the fact that the employee notices an error, but still does not clarify the question or does not answer the one that was asked. Of course, this will certainly lead to problems with the client, because he will be dissatisfied with the work.
Is there a solution to the problems?
Illiterate automation of the service leads to problems with the service, that is, in fact, can make your customers customers of your competitors. Each call to technical support (or just support) is a kind of warning from the user, to which you need to clearly, quickly and competently respond. If you do not react, the appeal will be published on social networks, on otzoviks and in other places where you have to compete for a reputation and prove that you are not a camel.
Dissatisfied customers have another unpleasant side effect: eternally dissatisfied customers can lead to the departure of any employees, including engineers, developers, testers, etc. And this is a new hiring and new money. Therefore, everything must be done to make the work of the support service simply first-rate - even if it is a bunch of inexperienced students.
Develop a customer service guide. This in no case should be the next formal regulation, it should be a complete, intelligible, human-written document in which you need to display the main responsibilities of employees, secondary responsibilities of employees (areas where they can take responsibility), referral routes inside companies, contact procedures, description of the software used, the most common case studies, communication style, etc. (full set depends on the business).
Select the technology to organize your support desk. You don’t have to bother and fool complex systems based on Jira, CRM or ITSM systems, create separate software for support workers that they will be comfortable with (the concept of comfort here includes speed, simplicity and intuitiveness of development at the level of “sitting down and after 5 minutes you’re working "). How good is the use of such an application?
- The client can control the process that is associated with his request: go to your personal account and see the status of the task, executor, requests, comments, optionally - the cost of work, if they are paid. This saves time and allows the client to calm down.
This may look like an application with a customized application form - all information is indicated in the required fields, including those required. ZEDLine Support Interface
Visible and invisible records for the client (who created the application). ZEDLine Support Interface
- The helpdesk system is a system that you don’t need to talk to, and there are significant advantages to this: you can set out the problem in detail and correctly, without confusing and slowly; the questionnaire itself allows you to remember all the significant details; you can solve problems where it is inconvenient to speak, etc.
- Each employee sees the whole front of work and does not forget about anything.
- Helpdesk system makes communication as personalized as possible, and today it is a significant factor in non-price competition. Who is a friend to the client, that one has income ;-)
The technology itself does not guarantee perfect service, but significantly increases the speed and quality of support / service operations.
Measure! Probably the biggest mistake when working with a support service is not to measure the results of the work. This is one of the most measurable units with transparent metrics: the number of tickets, the cost of work on tickets, customer satisfaction and so on. Measurement of indicators - the ability to evaluate work, to reward, to introduce a system of material and non-material motivation, which means to make relationships with service engineers and support staff long-term. For this reason, we have implemented a timing system in our help desk ZEDLine Support .
How is it done with us?
In ZEDLine Support you can take into account the labor costs of your operators and other specialists, as well as monetize them using the classifier of work categories (price list for services). The system allows you to take into account both paid and free work, in terms of money and standard hours.
Using the report on labor costs, after the reporting period (week, month, ...), a summary of labor costs is collected, on the basis of which you can issue invoices for payment and analyze in sections of customers, operators and time periods.
Panel of the institution of the volume of labor in ZEDLine Support
Using the report on labor costs, after the reporting period (week, month, ...), a summary of labor costs is collected, on the basis of which you can issue invoices for payment and analyze in sections of customers, operators and time periods.
Panel of the institution of the volume of labor in ZEDLine Support
But, of course, there is nothing worse than when the company has no technical / service support. Many companies have a rigid, bureaucratic system of work with clients, pay little attention to service and maintenance. Moreover, even service companies manage to maintain customers at a wildly low level: with forgotten tasks, not on time, with lost applications. Friends, on the approach 2020, your customers are full of marketing and sales, it is difficult to surprise and attract them, but it’s more expensive and hardest to keep. Support service, support, help, whatever they are called, is a new stiffener of the company in its desire to fight for customer loyalty. So let's pay attention to the support team, automate and simplify their work, so that customers are satisfied and constant, and your business is striving for new heights!
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