February 28th, 2012 | | Comments Off on Transforming from Help Desk to Service Desk – Volume IV: Getting Self-Service Right with Six Simple Steps
Customer self-service is far from new. In fact, industry analyst firm Gartner projects that by 2010 self-service will account for 58 percent of all service interactions, up from 35 percent in 2005. Yet many companies are still grappling with how to get self-service right. Volume IV of this five-part series reveals six simple steps you can take to help ensure customer adoption of self-service processes, reducing their need to interface with live agents and enabling you to focus service desk resources on more strategic, complex issues.
While managing customer expectations and needs is still a tricky process, help desk software has made it infinitely easier. Customer expectations are higher, which puts more of a demand on your customer service department, but help desk software allows you to better meet those expectations through quick responses and resolving of customer requests.
Customer service software gives businesses the opportunity to transform their existing service processes into world-class service operations that increase client satisfaction and loyalty, and create a solid competitive advantage.
What can happen if you miss opportunities for customers to maintain contact with you, frustrate your own people when they are having system trouble, or if you are not tracking your internal and external technical issues properly? If there are stakeholders inside and outside of your company unable to find the help they need, perhaps new helpdesk products are your solutions. Not all software is created equal, so you will need to do some research before choosing helpdesk products for your business.
The internet has put more prospective customers at your disposal than you could ever have hoped to tap in a brick and mortar environment. Every business worth its salt, from those run in garages to multinationals, now has a website. The objective being to reach out to people.
Self-service capabilities can enhance CRM initiatives, if executed the right way. Here are some of the pitfalls to watch out for.
A proactive approach in customer care will improve business relations by ninety percent. The key element is training new and current employees on how to respond to customers properly.
With self-service software, businesses can increase efficiency and improve customer satisfaction, while reducing support-related costs. This article contains tips to help companies realize the full potential of their self-service software.
With BMC Remedy Customer Support, you can increase customer satisfaction, continually improve service quality, and enjoy considerable agility in meeting your customers’ evolving service requirements—all while reducing service costs.
The benefits of help desk software include improved productivity and cost-efficiency, faster response times, and increased customer satisfaction.
