February 28th, 2012 | | Comments Off on Transforming from Help Desk to Service Desk – Volume I: Tired of Firefighting? It’s Time for a Service Desk
As your business grows, managing IT services becomes more complex and requires a new approach and new tools. A help desk was the right solution in the early days. Users would call with an issue, and technicians would attempt to fix it as quickly as possible. IT was predominately in a firefighting mode and help desk software had a fairly singular focus: tracking incidents and open tickets as responsibility passed from one person to another. In order for your business to scale, you must move from a world of firefighting to one of forward planning and preventative maintenance. If you’re ready to shift from reactive technology support to proactive business service support, then it’s time for a service desk.
February 28th, 2012 | | Comments Off on Transforming from Help Desk to Service Desk – Volume II: Beware the Seven Deadly Sins
To provide a more proactive mode of service delivery and support, you must avoid committing these sins with your service desk. Volume II of this five-part series explores these seven deadly sins and reveals how they can be avoided or neutralized with an integrated centralized knowledgebase.
February 28th, 2012 | | Comments Off on Transforming from Help Desk to Service Desk – Volume III: Essential Process Automation Capabilities
Business process automation is a primary driver of many service desk implementations. Large or small, your business can benefit dramatically through process automation, increasing efficiency and reducing costs. While most service desk solutions offer automation of basic repetitive tasks, others take process automation to the next level through business rule designers. The right level for you will depend on the complexity of your business. Volume III of this five-part series explores the essential process automation capabilities that every service desk solution should provide, and how they can be leveraged to streamline your business
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.
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.
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 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.
February 14th, 2012 | | Comments Off on Top 10 Help Desk Software
Help desk software improves customer-corporate interactions at the initial point of contact for support, overseeing management of incoming requests and simplifying the customer service process. Download our comparison report of the Top 10 Customer Service products for information on leading help desk vendors and industry trends.
