Service Desk Best Practices- Putting in place a Service Desk is a core approach that most businesses believe is required to help them please their consumers. No one wants to purchase anything and then feel excluded, especially if there is a problem. We understand that most customers prefer self-service choices, but there are instances when a human touch is required. Our software can assist with both, but it’s critical that your best practises are current and represent both alternatives. Our four suggestions can assist you:
- Document everything
- Communicate with customers
- Promote first-contact resolution
- Be proactive
Documenting
Every event and request should be logged in the system you choose so you can view the whole picture of your procedures. You must understand the influence on the end user (consumer or employee). It doesn’t matter if the ticket is urgent or takes a lengthy time to fulfil. Everything your team does should be documented so that they may be held accountable.
We recognise that working with multiple project managers and heads of departments can be challenging, therefore our product can serve as a focus point rather than requiring the customer to explain things over and over again.
Communication
According to Service Desk best practises, you should keep in touch with customers, even if it means telling them that nothing is being done. Customers become irritated when they submit a request and do not receive a response. They have no idea you’re working on the problem unless you tell them.
First Contact Resolution
We believe that attempting to resolve the issue within the initial contact is always a good approach. In many cases, however, this is not possible. Customers may access our FAQ database through our product, which means they might be able to figure out what they need to fix the problem. Otherwise, they can use a handy form to submit a ticket. Then you can get in touch with them and begin working on a solution.
