Last updated: January 27, 2020. Helpdesk: Anything but Single Point of Contact (SPOC vs MPOC) Better Helpdesk comes from a well structured customer support When you want to resolve an IT issue, you don’t want to be bounced around by the helpdesk. You want to deal with one person and explain your problem one time. […]
Helpdesk: Pros & cons of a Single Point of Contact (SPOC vs MPOC) More
Helpdesk collaboration: Work on tickets to deliver optimal customer support Never underestimate the importance of collaboration Collaboration is important in many activities. A group of people are a lot more likely to develop an effective solution to a problem than an individual. A group generally represents a greater breadth of experience, a greater number of
Helpdesk collaboration: Work on tickets to deliver optimal customer support More
A Simpler Experience : Helpdesk for ITSM / ITIL ITIL, or the IT Infrastructure Library, is a series of documents (a framework) used to aid in the implementation of a helpdesk optimally configured for IT Service Management (ITSM). These documents address: Service Strategy. Service Design. Service Operation. Service Transition. Continual Service Improvement. The ideal helpdesk
Everything about SaaS Helpdesk Solutions Software as a Service (SaaS) – what is it, why is it growing in popularity, and how can it support your helpdesk operations? It comes in several variations: DBaaS, IaaS, and PaaS. Together, these variations are known as “The Cloud” or “Cloud Computing”. Increasingly popular, SaaS helpdesk solutions have the
How to Manage On-Site Customer Support Teams When You Have to Be There Not every IT problem can be solved on the phone. Sometimes even desktop sharing isn’t enough. Sometimes the technician has to be on-site with the customer. When that happens, how do you manage your technician’s time, making sure the administrative end of
The importance of a good customer experience: A lot of people will say business is in an idea. A great plan to fix something that was missing or incomplete. But really, a lot of the time it’s you and many others competing for the same fix. You share the same space and fight for the
I learned some of the most valuable customer service lessons from Santa Claus. Back when I was a student, I worked at a local mall during the holiday season as one of Santa’s elves. My job was, as they put it, “simple.” All I had to do was introduce children to Santa, and snap beautiful
Creating a complete help desk support system Incorporating customer service and help desk tools into your overall product development process is highly beneficial to all stakeholders involved. In addition, it is crucial for businesses to have a help desk management strategy in place that facilitates customer engagement at all levels and touchpoints throughout the course
Client management: What is it? Providing great customer service and seizing opportunities to increase sales revenues from every client interaction requires good record keeping and tracking processes. Keeping client information current and available to everyone who interacts with them is a daunting task for any size organization. Today’s technology provides organizations with the software that