Customer Service

Articles courtesy of Steven Smith

Customer Service - All The Information You Need On Customer Service

Automating Your Help Desk Workflow


Customer Service

Do you know you can open, answer, close and report help desk information without human intervention?

Automation is a powerful feature provided by most enterprise level help desk products; however, most organizations rarely take advantage of these features. Based on a survey conducted by RightStar Systems, only 5% of the help desk managers interviewed were using automation to its fullest capacity. Most use it to some degree while others do not use it at all. Tom Jud, Emerging Growth Manager for BMC Software, has observed "?that the Business Rules Engine provided by the Magic Help Desk product, is the key feature that organizations should leverage to drive support efficiency and cost savings." He explains that the two main reasons for organizations not deploying workflow automation are 1) the perceived level of difficulty in implementing these functions and 2) The lack of workflow planning used in developing the helpdesk program. Once organizations learn the importance of workflow automation and the benefit gained, they embrace the feature and drive added value from their help desk product.

After having conducted over 600 site visits and product demonstrations, I have identified 4-main focus areas where organizations can benefit from deploying workflow automation.

? Enforcing best practices through automation.

Companies looking to provided better and less expensive support services have adopted any number of help desk "best practices" guidelines. Automating workflow to enforce a help desk's best practices deployment can drive even more value and efficiency. By pairing certain best practice areas with automated workflow, a help desk can provide a consistent and predictable level of support.

? Improving incident response time through automation.

Incident response time is how most service support organizations are judged. According to Beverly Wells, Help Desk and Groupwise Manager for CarMax, "Of all the statistics gathered by the CarMax Help Desk, the one area reviewed with the most scrutiny, is how fast we responded to and resolve calls." Workflow automation can drastically improve incident response, problem resolution, and change requests, by incorporating predetermined "if, then" capabilities. For example, if a call for a printer problem is received at the help desk, workflow automation can determine the type of call and direct that call to the right person or provide an automated answer to the requestor. In other words, "if" you receive a request like this, "then" do this specific task.

? Increase Reporting Accuracy

Automating workflow provides the ability to capture accurate help desk statistics by removing the various inconsistencies injected through human error. I know help desk managers that spend hours each month collecting, editing and refining help desk statistical reports. They spend most of there time correcting errors and adjusting the numbers that tell the real story of the help desk. Automating workflow is one primary way to assist help desk managers prepare and create accurate reporting.

? Create Consistency while Reducing Call Volume

Have you ever called a help desk and received two or three different answers for the same problem, or worse, no answer at all? It's frustrating and it reflects poorly on the help desk. Several help desk tools provide the capability to deliver answers on various issues in a consistent automated manner. This provides the requestor with confidence that they received the right answer while taking the guesswork away from the help desk analyst when answering questions. In many cases, the answer can be provided without human intervention. There are various ways of deploying these capabilities; collectively they can provide a tremendous reduction in call volume and a higher degree of customer satisfaction.

Incorporating automation in your help desk workflow provides many benefits. As with any undertaking, it takes forethought and planning, but with the right help desk tool and the desire to provide timely, accurate answers with little or no human intervention, the effort will off-load pressure from the help desk staff and integrate an atmosphere of help desk brilliance.

Dan Wilson currently works for RightStar Systems, a leader in Help Desk Service and Supprot Consulting; including problem, asset, change and desktop management.

Dan has over 15 years of experience in support consulting.

You can reach Dan at dan.wilson@rightstarsystems







Car Insurance Rates   |   Dental Insurance   |   Health Insurance   |   Home Owner Insurance   |   Life Insurance Quote



| 1 | 2 | 3 | 4 | 5 | 6 | 7 |











Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service
Last night I was at my computer and a Skype chat window opened up with a link in it from a stranger. I clicked the link and was taken to one of those "You would have to be crazy to pass up this business opportunity" sites. You know, the kind with great testimonials and it seems too good to be true possible outcomes. All it takes is a few hours a day and you can be pulling in thousands of dollars! Wow, sounds ...(related: Customer Service)


Complaining Consumers
The salesman's job is to be well informed; extremely well informed. For this information is how he earns his bread. At a car dealership the commission over the MSRP on some cars would barely be enough t...(related: Customer Service)


The Reality Of Customer Service In America And Best Efforts In Franchising, We Can Do Better
Yesterday I went to buy a sandwich at a franchised outlet. I thought while driving up would the owner be there to help out and save some money on labor, knowing a holiday weekend is hard to get labor. As I drove up to the place a man driving an SUV made by Lexus, nice too, cut me off stealing my parking spot? He parked crooked and blocked part of the stall I wanted and part of the handicap stall, next to it.Everyone thought he was rich? The customers and employees of the s...(related: Customer Service)


Mexico: Online Ordering?dont!
I got it into my head sometime in December 2004 that I wanted order a laptop computer. I thought I would get one from the hugely popular computer company that allows you to call their 800 number and custom order what you want. Presto, like magic, it appears at your doorstep in days.Since I live in Mexico, I was forced to order from their online site-in Spanish. The company designed this site for Mexicans only. The order form required four names, a common custom in Latin America, and something called a "RFC" number. At the time I hadn't clue what that was.I tried filling out the form the best I could, inserting my credit card number, but it would not send and rejected all my attempts. The site was insistent that I had to have fo...(related: Customer Service)


Handling Angry Clients

What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person.

What you should specifically do will obviously depend on what the...(related: Customer Service)

Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?
Are you concerned about customer loyalty? Are your customers so loyal that they will stick with you through hell and high water? And if not, you really need to question how you can create a customer relationship that's so gluey, that you never go bluey in the face. Funnily you don't have to go far. Reach for your Webster's dictionary and you'll discover a hidden secret to customer loyalty.Do you find it amusing? Giggle if you must, but stick with me and I will show you the simplicity and longevity o...(related: Customer Service)


Moments That Matter
Many years ago, I was a first year apprentice assigned the task of pressure washing a set of condensing coils on the roof of a grocery store on Capital Hill in Seattle, an upscale part of town.It was a 90-degree day, in late August. To make matters worse, it was a Friday around 4:30 PM. I was wet, dirty, tired and I was anxious to get home, knowing full well I had at least another hour to finish up. An elderly gentleman in coveralls, and an old and worn straw hat approached me as ...(related: Customer Service)


Handling Customer Complaints
Even the best business will receive an occasional customer complaint. Knowing how to resolve these complaints will help you gain loyal customers who will then refer others to your business. Here are some important tips.1. Listen carefully to the customer and gather as much information as possible.2. Restate the complaint as you understand it. This ensures that you completely understand what the situation is.3. Resolve the problem as quickly as possible. Tell the person you are sorry this happened and ask what you can to do to make this right. Do not argue with the customer, even though you are right and do not become defensive.3. After correcting the problem, tell the customer thank you for bringing it to your attention and that you appreciate their business.4. Develop a ...(related: Customer Service)


Make An Action Plan To Improve Customer Service
Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.
Customer service is all about the customer's perception. You have to do more than just get the job done. You must deliver on all the things (big and small) that affect the relationship with your client. Consider opportunities for improvement in the following areas.
1. Setting/Reviewing Expectations. Do you work with your client to set clear, appropriate, realistic expectations that you can always meet or exceed? Are you cl...(related: Customer Service)


Client Appreciation - It Means Everything!
Want to know the secret for keeping your clients forever? And what if you could keep your revenue growing by 25 percent every year, because your clients loved the way you appreciated them? In this article, you will learn how easy it is to develop a powerful client appreciation program. Once in place, an appreciation program will forever change the way you operate and manage your business.Developing a monthly appreciation plan: At the beginning of each month, develop some fun ideas to "thrill" your customers. Start by planning a short brainstorming session with your sales manager, your marketing director, customer service and your sal...(related: Customer Service)




Google




Debt Elimination Scam
May people these days have a problem with mounting debt. The average person is well below the bad credit limit and is in desperate need to fix it.Some people are so desperate to reduce their debt that they are seeking quick and easy ways of repairing their credit.This demand has introduced us to the debt elimination scam.For a large upfront fee of $2,500 - $3,000, the organizers of this debt elimination program scam will provide the victim with a special legal document . This document is then presented to the victims' bank, Mortg...(related: Customer Service)

Dealing With Disgruntled Customers
No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy. The bad news is that unhappy customers are more eager to share their experiences than happy ones which could spell disaster for your business.There is good news, however. Unhappy customers who receive satisfaction can become your biggest allies. The trick, of course, is discovering how to satisfy their nee...(related: Customer Service)

Invalid Excuses For Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit. Customers were loyal and prices were hard to beat. The chain was opening more store each year than some of their competitors had in their entire chain and sales were growing at admirable rates. Things were good.Then sales began to slump. By the middle of the 1980s Kmart was beginning to be report poor sales. The main reason they gave: the weat...(related: Customer Service)

site-map - Copyright © 2006 | Contact Webmaster | All Rights Reserved. | Customer Service