05 de December de 2018 in Blog, Help Desk, How to, ITIL, Satisfaction, Software, Support
It has been a while since the service desk assignments stopped being just answering open tickets. With the advancement of technology and the transformations in the way the customers and brands relate, the service team has even more important responsibilities.
Of course, the team has developed strategies and procedures for delivering an efficient and effective service.
Does this strategy only apply to IT (usually responsible for the service desk) or can the idea and format of work be encompassed by other sectors? That’s what we’re going to discuss today. Follow along.
We can consider that the service desk is a help desk advance, because in addition to being able to solve more complex demands, it brings other aspects of customer service improvement. Be an internal customer, be an external customer. In general, service desk bases can support other industries in delivering quality and excellence to the customer.
Even if you have not formalized the service desk “dialogue” with other departments, know that much more of this service desk is already part of the activities of the structured sectors and focused on serving your client in the best way.
Believe me, the teachings of the service desk are already part of your business.
Do you know the pillars of the service desk? We will list the key ones below and show you that they are certainly already part of your scope of work. And, if you don’t do it yet, you will soon understand how these pillars can be applied.
- whole view of the problem and solution;
- optimization and integration of management processes;
- effective solutions to customer demands (internal and external);
- mapping processes;
- prevention of technical incidents and information security;
- empathy with the client;
- assistance in the execution and standardization of tasks and functions;
- SLAs as compasses for carrying out the work.
Need to talk about SLA…
When thinking about SLA always keep in mind “alignment of expectations”. What does that mean? Come on: SLA stands for Service Level Agreement and it is a document, a kind of contract, in which all the details of the service provision are listed.
From: what is the task, what is the goal, deadlines, responsible, possible related difficulties, resources involved and any other factor that is part of the work or sector. According to ABNT (Brazilian Association of Technical Standards) SLA is required for IT hiring. In other areas of the company, it can serve as a guide to have a better flow of work relationships and job performance.
The information contained in the SLA also serves as a basis for analyzing metrics and indicators of success.
Discover the advantages of being inspired by the service desk.
A department that is organized and committed to fully meet its demands can easily identify traces of the service desk. As you saw in the previous topic, none of the aspects is unique to the IT area and much has to contribute to the company as a whole.
We have raised three of the key advantages of applying service desk features in other departments. Check it out and see how it can all be adapted to the reality and needs of your business and your teams.
Increased employee productivity.
The automation of tasks and creating a smart (and shared) database of data streamlines access to customer history, information exchanged between sectors, reduces the time to build the solution, and enables effective methodologies to be performed for all the activities of the company.
Productivity is linked to well-being in the work environment. And one of the elements of well-being is the availability of resources necessary for the employee to perform his duties. In this way, we can expand the benefits of service desk even to personal fulfillment, which results in quality and commitment.
It is worth mentioning that productivity is linked to the good use of useful time and not to exhaustive production and without consistency to actually serve customers well.
One of the factors that most influence the quality of a service is the average waiting time. The more agility, the more chances of ensuring customer satisfaction. Added to the standardization of the processes and the workflow, together with the automation of the sorting step and after sending answers, it is possible to reach the solution more easily.
Besides, the integration between areas allows information to flow more smoothly and thus, it also supports the speed of call resolution. And you can be sure that all of these benefits noticed in the process reflect directly on the relationship with the customer and their experience with your company.
Saving of financial resources.
Investing in a service desk brings great results to the company, both in terms of cost savings and profitability. In addition to increased productivity and better use of resources, the company gains quality in its deliveries, avoids damages caused by the fragility of the system, reduces the customer’s dissatisfaction rate and even the turn-over.
Who does not want all those benefits for your company, right?
By relying on the service desk in addition improve processes, you can see that the consumer experience is even more rewarding and the chances of customer loyalty increase significantly.
To continue accessing our materials and leveraging your expertise on service desk, help desk and the entire sphere of customer service, follow the Mildesk blog.
18 de May de 2018 in Blog, Career, Help Desk, How to, knowledge, Software, Support
The era of technology has brought great strides and changes in all sectors of the economy, especially in retail. The online sales format is considered by some to be the big retail villain without noticing that consumer behavior itself has changed with technology and new ways of ensuring customer satisfaction have become important in the face of such a change.
With this, good customer service has become the great asset to ensure that full consumer satisfaction occurs, since changes are always constant and adaptation is necessary. The so-called “offline retail” is just as important as “online selling,” since proximity to the consumer can be considered important in order to achieve sales success.
Want to know more tips on how to improve retail sales through customer service? Check out our post!
Tips on how to improve retail sales through service
Even experiencing big changes in the environment of retail, some tips can be critical for business success in customer service.
Create a harmony of service between online and offline.
The harmony among the forms of customer service are essential to ensure engagement with the brand, product or service sold to the consumer. Knowing how to receive the customer and transform the service into a success case for the business is already a challenge in face-to-face, and on-line it gains new difficulties.
With a harmony between the service channels, presenting the same type of language and the same way of constructing the dialogues, one can then achieve the identity of the communication, which can be considered as a characteristic of the company.
Invest on online customer service.
As we all know, the era of technology has come to stay, not as a revolution but as an evolution of how we communicate and interact with our devices. With this, online service is a great way to gain customer trust and ensure success in service.
Customize the service.
This tip is one of the most important, both for online and offline retail: customize the service. Today customers have several shopping options and ways to contact companies. Serving this customer well is essential to ensuring success and showing that the company cares directly about him.
The customization is since the first contact, treating the customer not only as one but as the most important factor in the entire sales equation. It is showing that there is a brand commitment to the consumer, not just listening but understanding their needs.
Invest in connectivity through mobile devices.
Connectivity can bring much more dynamism and interaction between service channels, since online is close to offline retail. As a result, investing on mobile devices, in a way that helps the attendants during their sales day, is important to the company.
Using technology as an ally in customer service is an important step. It has a well-trained team that can easily adapt to the environment of constant changes that technology imposes.
Social Networks in Service.
Social networking is a great way to communicate with everyone who wants to stay in touch, even with businesses. This new form of communication can bring several challenges to the business, since the consumer happens to be an important and central piece in social media.
The relationship with consumers through this new service channel can make a difference to the success of sales, also with retail acting in this new field.
Integrate customer service + marketing + sales.
In this tip, shows the important concept of integration between the company’s sectors. All are important and have their place within a company and with their integration the work becomes much more complete, making the different teams work as if they were one, for the same purpose.
The multichannel integration is the term that gives to this new concept, with the areas being combined so that there are different channels of communication with the customer, always seeking to achieve their satisfaction. In addition, it is a good way to manage the channels of care, once combined facilitates the management and monitoring on the part of the company.
The retail sector has evolved as well as all channels of customer service, that being integrated and combined to achieve customer satisfaction and the engagement on the part of the company. With this evolution, we can perceive the use of technology as an ally in all sectors and the steps of the journey of sale must bring the consumer more closely and helps understand their needs.
Wants to know more about tips of how to improve the sales on Retail with a good service? Keep following our blog, enjoy our Facebook Page!
07 de May de 2018 in Career, Help Desk, How to, Satisfaction, Software, Support
You already know how important is to preserve the satisfaction of a customer, and this satisfaction without any doubt goes through the service. When a customer buys something on your shop – whether on a virtual store or a physical store they expect that all the problems they face after the purchase are resolved quickly and efficiently. To ensure that this expectation will be answered, you need an excellent help desk.
The Expectation of a customer
It is illusion to believe that customers go to your retail just because they have the best prices or products.
Currently, most brands are present in many retail stores, to increase themselves. Therefore, the same product that a customer finds in your store, he also finds in the concurrent.
Besides that, with the high competition in the market, prices and payment terms are totally changeable. Right now, it may be that one of your competitors do some “super promotion”, offering discounts to overcome your store.
If these are not the weighing factors in the customer’s decision, then what is it? The answer is, in large part, on customer service.
How many times have you heard someone say (or do you even said) that would never return to a store, after having a negative experience of customer service?
When a customer buys a product, he already has some expectation of problems. It may be that the item is damaged with missing parts, that it is not exactly like the advertisement, or simply that it does not fully meet your needs. All this is already, to some extent, expected. So the customer wants to do business with a retailer that offers a good resolution to all of these problems.
In short, what really bothers the customer is not the problem itself, but the store’s apparent inability to solve the problem.
That’s where the help desk comes in.
Good and bad help desk in retail
The good help desk is one that is focused on the customer. In practice, this translates into a search for agility and efficiency. This is the minimum expected, although, in fact, the consumer is much more demanding than that. He wants personalized service and, above all, humanized.
Meanwhile, the bad help desk is one who:
applies phrases made of customer appreciation, without converting them into actions;
prioritizes procedures, not results;
“Pushes” the problem to other areas, rather than actively seeking the resolution of requests received;
treats all customers as if they were the same person, without taking into account the particularities of each case.
In the retail sector, the concern with the speed increases. The majority of care in this type of company involve a situation in which the customer has already bought and paid for a product, but for some problem, is unable to take advantage of it. It is natural that he feels prejudiced; and, the more your company takes to close the case, but this negative feeling is strengthened.
Help desk for offline vs. online retail
At this point, you may be wondering if there are differences between the help desk in the case of an offline retail (physical stores) and an online retail (e-commerce). The answer is yes, and these differences start from the customer relationship model in each of them.
In the physical store, there is greater customer trust with the company, thanks to the simple fact that the contact is direct. The customer enters his building, he sees the product before buying, he talks to the seller. At the very least, he knows the store actually exists. So when he looks for the help desk, it’s with some assurance that the problem will have to be solved. This, of course, greatly facilitates the service to this client, who is more open.
Meanwhile, in the case of an e-commerce, the entire relationship that the customer built with the store went through the internet. There was no right contact. If your store is not part of a large retail group, and it is the first time the customer is shopping with you, he will probably have “a foot behind”. When facing a problem, this event will only strengthen its defensive position. Therefore, when looking for the help desk, this will be a more complex customer service.
In this sense, an online retail help desk needs to develop even better quality care than its offline competitor. This is how you can ensure that even when facing some difficulty in the shopping experience, the customer will not lose confidence in your store.
Ensuring a high standard help desk
If you’ve already convinced yourself of the importance of the help desk for retail, you’re probably wondering how you can develop this activity with quality.
There are many ways to ensure a high-standard help desk.
It can be said that everything starts by developing in the company a culture of customer appreciation, without which it is impossible to have a service that meets the expectations of the modern consumer. It is also worth emphasizing the role of the team’s formation, from the elaboration of a rigorous selection process to the establishment of professional training and retraining policies.
However, one of the most important elements may be the use of good tools to help the day-to-day care. An example of a tool is the SSC, that is, Shared Services Center. This tool allows centralizing information that is necessary for service, ensuring greater agility and efficiency. In addition, it also allows for organizing and monitoring care through reports to identify opportunities for improvement.
Milldesk, for example, has a solution in SSC that you can apply to your retailer to obtain superior results in help desk. The system is entirely web, turning the implementation much easier. And it can still be configured to adapt to the specific needs of your business, whether it is a physical store or e-commerce.
In this post, we explore the importance of the help desk for offline and online retail, we talk about good and bad practices, and we present a tool that you need to adopt in your company: SSC.
Want to know more about care? Follow the Milldesk blog!
Enjoy also to enjoy our Facebook or check our channel on YouTube!
08 de February de 2017 in Blog, Help Desk, How to, Productivity, Support
The service to the internal users is the business card of the IT area, especially for the high ranking of the company.
And if this service is not satisfactory, contributing negatively to an image of the IT department within the company itself.
Many companies put young professionals to serve the internal users, in some cases with less experience than the users themselves, it is enough to remember that today computer science is widely spread and is part of people’s daily lives.
In this area one must invest in the good relationship between technical support staff and users.
The truth is that the IT industry needs not only technical training but also interpersonal skills.
An efficient team does not mean that the front-line technician has to know deeply each of the technologies installed in the company, it means that the IT field has to put together an efficient process to serve the users.
Do not let front personnel be creative in solving a problem, their mission is to execute the defined procedures and maintain a good relationship with the users to avoid that simple problems are scaled to higher levels of the organization and that they do not reflect in the evaluation of performance Of IT to other departments.
By these and others we want to show 4 aspects that the IT team should keep in mind when dealing with their internal customers, so that there are no problems and discomforts, please follow:
Have a good service policy.
The IT team, as an independent department, must clearly define the services and response times to meet the needs of its internal customers, as well as be aligned with business objectives.
What can definitely mean success for the IT department is the implementation of several processes, which once defined generate trust in the services and quality delivered by the IT sector.
To ensure that the IT area is working on what is important for the company to mount a portfolio management process.
This will help minimize the pressure from business areas to develop small projects with results that are out of alignment with business objectives.
Another nice tip for the internal user to feel comfortable with is communicating possible problems related to internal processes that may affect the delivery of a content solution, for example, excessive bureaucracy to adopt new software.
Take measures to improve relationships with internal customers.
Communication is definitely one of the best ways to enrich the relationship, however, there are other alternatives that just like those mentioned above can contribute to create a more harmonious environment between the IT department and other sectors of the company.
Defining accountable service level agreements and procedures that are transparent, linear, and truly delivering value to your internal customers is always a good strategy.
What is important is always to be clear about the products and services that can be provided and to demonstrate the reasons why something cannot be done.
This allows internal customers to understand that there are also limiting factors in IT that can’t be resolved if there is no investment in technology, it will be easier for the organization to view technology as a strategic ally rather than as a simple expense in their finances.
Straight talk: no lack of transparency, coiled communication, technicality …
Certainly one of the main weaknesses that affect the work environment and consequently the relationship of trust is communication.
The lack of transparency in many departments makes many internal users see the IT industry with some mistrust.
This perception of a lack of transparency causes many to see IT as a poorly managed and disorganized department, which instead of being proactive tends to be reactive only to incidents.
Add to all this an obscure communication, full of technicalities and lack of clarity, which only complicates the communication process, creating false expectations that in the end will not meet the needs of the business.
A correct distribution of activities.
Good help desk and service desk management software can be a great ally of your IT department because it enables your support team to respond in a timely and supportive manner and to be proactive.
This tool can also assist in a better distribution of activities, control of hours spent with care, etc.
Milldesk, for example, with just one click, it is possible to find out the total amount of hours spent in each client’s activities, which, among other factors, optimizes the productivity of the IT / support industry.
We hope the article is of great value to your business and contributes to the success of the company!
10 de November de 2016 in Blog, knowledge, Language, Support
Negotiating with foreign customers is no longer an exclusivity of medium and large companies.
The internet has virtually eliminated barriers; Even now in Brazil, it is possible to buy products in Sri Lanka or communicate easily with someone from Eastern Europe, for example.
It has never been easier to sell or buy abroad (despite some logistical and tax difficulties) and there is no reason to stop breaking the big online market that exists across borders.
After all, e-commerce between companies and consumers from different countries is no longer an assumption and already has very seductive numbers.
Obviously requires some work, dedication, investment, adapt to the wide diversity of regulations of each country, payment methods, etc, but its worth!
In addition to taking measures to suit the new profile of clients, another issue that requires special attention is the language, as this can be a barrier to international customer service, therefore, it is essential to create a website/platform that is attractive and the more clear and useful as possible for consumers abroad. But it’s also important to provide good online multi-lingual support.
Here are some more good reasons to have multilingual or bilingual support in your company:
ENGLISH IS NOT EVERYTHING
Although English is without a shadow of doubt the most used and understood language, a large number of users simply understand the basics of that language.
This can be a barrier to the entry of your business in that market, so when you configure customer service, it is essential to consider the translation and localization of the language.
And in many cases having only one multilingual site is not enough, especially in cases that require the consumer to seek more information or need to solve a problem related to the product or service purchased.
In these cases a multilingual client support center becomes extremely necessary to address users’ incidents and requests in their native language (if this is not English).
NO MISUNDERSTANDING PLEASE!
You have studied the market very well, legislation, tried to offer the best payment methods preferred by the customers of that country, made a first partnership to ensure the effectiveness of international deliveries, made sure to have the clearest possible return policies, to International transactions, everything beautiful and wonderful …
But the time the customer comes in contact with customer service is a true “Oh my God”, generating a series of misunderstandings and endangering the company’s reputation in a market won so hard.
So having a multilingual support is so important, as well as being a good strategy to achieve the much-desired credibility before the much-sought foreign market.
NOTHING LIKE LISTENING TO PEOPLE LIKE US!
As we now know, we do not talk about anything else: the customer experience is the great competitive advantage. And of course this personalization of the service goes smoothly through the language.
When your support center is able to communicate with your users in their native language, it becomes much easier not only the communication itself, but also, to offer a more personalized service.
OPEN NEW MARKETS!
The internet practically broke all boundaries and this applies to the business. In today’s competitive world is of extreme importance to be understood everywhere.
Just as your company has not only the best customer support tool in the market, but also that your customer service team can assist your customers and users in their source language.
And while English is still the predominant language in the business world, it is a reckless attitude to expect all its consumers to master and properly understand that language (Latin, Asian, African, European market).
You can be sure that when customers have doubts, difficulties with the language can create great confusion and even create situations that lead to the company’s bad reputation in the market.
If after reading everything that has been said so far you have got the flea behind your ear, we can guarantee that although it seems complicated to organize a multilingual support, there is no need to worry, you can for example outsource this service to the Your foreign client.
As the competition gets fiercer, there is no time to lose.
Finding spaces in the international market can be vital even for small businesses and why not?
Time to capture the opportunities that exist not only in Latin America but also in the rest of the world.