Help Desk Software

How about improving your company’s IT staff relationship with your internal users?

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!

Why it’s worth having bilingual or multilingual customer support?

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.

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