Service Desk is an increasingly valued service for organizations and serves to centralize a company’s needs in one place by logging in and out of support and maintenance requests to gain greater control over what has been done.
Unlike the Help Desk, that is to say, it solves more frequent problems, the Service Desk is used for operational damages classified as “level 2”.
Usually these incidents are more complex, such as sudden stops on servers and problems in email managers, for example, that require processes to increase the quality of service delivery.
And nothing like having a well-structured Service Desk, right? Everyone wins: the company, the customers and the technicians themselves!
But what do you need to set up a Service Desk that, in fact, fulfills your goal and delivers results?
Let’s look at some simple tips when designing your Service Desk:
Bet on the happiness of the user: put it in evidence!
The truth is only one: companies that place their users at the center of their operations tend to be in evidence, considering; Disney, Uber, Netflix, Nubank who like to engage the customer in a captivating customer service experience, and that brings positive results to these companies.
Even if your company is not a giant like the ones mentioned above, this is not to prevent your support from involving your users from making the experience of contacting your Service Desk a pleasure.
How to do this?
At first, a simple but powerful tip is to think about defining practical actions for each step, for example: when the user opens a call, the person responsible for sorting or automation will send an e-mail informing the service deadline and status in that the tickets are.
If you’re not Omnichannel, it’s time to be: Offer more than one communication channel to your users.
Do not make life difficult for the user, be accessible and it is necessary to keep up with the trends in the lives of your consumers. Therefore, in addition to the telephone, email, website, among others, offer service through social networks and WhatsApp.
Stay tuned: the word of order in these channels is agility, consumers expect a quick response, which is a great desire in the market.
Use and abuse of technology, it is important to provide a more modern experience for users, good software support can be a great ally of your company in the pursuit of customer satisfaction.
In addition to having a myriad of resources, from knowledge base, service catalog creation, to ticket history, a Help Desk / Service Desk system helps to further enhance the management of your organization’s service and is perfectly suited to the needs of your company.
Establish the metrics, indicators of your Service Desk.
What is measured can be improved and managed, both for technology and also for business, and a good way to measure the performance of your Service Desk is by establishing some Key Performance Indicator (KPIs).
They are nothing more than performance indicators and serve to measure whether an action or set of initiatives are bringing the results sought by a company or business area.
Identify your key performance indicators and start to follow them.
If you already use the metrics indicated in the mentioned text, great, it is time to think about secondary KPIs such as: individual performance of each technician, number of repeated calls, percentage of incidents solved remotely, etc., all that is useful to achieve the objectives of the company and can be measured is always welcome.
Have a good knowledge base.
The knowledge base is one of the best allies of the IT team, because it allows the user to solve a problem alone.
And save your team from opening that unnecessary ticket.
With a robust knowledge base, your team is free to solve more difficult incidents.
In addition, having a knowledge base will help you establish a response pattern for tickets, assist in increasing the solution on the first level, reduce problem resolution time, and enable 24-hour service.
You still democratize the knowledge and avoid that there are the customers’ “darlings”, since all are able to consult the information and offer it to the client.
It still gains agility, as it allows the incidents to be solved in an agile way only by the information made available in an easy way. With a knowledge base, you can leverage the number of calls from your Service Desk.
So, give the user the chance to solve his problem on his own, and only contact support if it’s really needed.
Communicate with your user, leaving him frustrated is not an option
Extremely important, after all, this helps the user to know that you are working on his problem.
When you forget to do this, it increases the chances of leaving the user frustrated and most likely “on your feet” constantly until the problem is resolved.
Therefore, give quick and clear feedback to the customer by informing them about the progress of the activity, especially if any delays occur.
A good Service Desk system allows its users to keep up with the progress of tickets, Milldesk has a friendly, simple and intuitive web panel for opening and tracking, allowing calls to be evaluated.
We hope you enjoyed the tips of this article, and better yet, that you can apply them today in your Service Desk!