Call Management and service desk automation

Call Management and service desk automation: Introduction 

Call management forms a core part of your omni-channel support and service desk operations. Optimising your call management operations is best achieved through automating the daily processes your support agents perform, such as logging tickets and reviewing client records. Integrating you support calls directly into service desk software is one way to help automate basic workflow processes, such as associating the incoming call with the clients records and opening up the ticketing screen on your service desk software. This is a quick guide on why you need to automate your call management services.

Why integrate your phone system into you service desk software? 

Integrating your soft phone system into your service desk software can help form the basis of your call management operations. When you integrate your service desk platform into your phone system, you can benefit from automated access to full customer history, automatic ticket creation, call recording and other time-savings tools. When agents provide phone support from the same platform they use to manage all other channels, agents can focus on resolving issues instead of workflow.

From a reporting point of view there are a number of key data points that you can monitor through your call management operations. These include how many calls agents take, and how ticket volume from your phone channel compares to other channels. If you have integrated into your service desk software, you can retain this data and feed it directly into reports and live data dashboards for example.

Call Management and service desk automation
Call Management and service desk automation

By integrating your two systems, you save time and resources through automated agent workflows, as well as gaining valuable insights through the generated call data.

How NetHelpDesk can help: Call Management features

NetHelpDesk offers a flexible and powerful integration with a range of soft phone providers to help facilitate the optimisation of your call management operations. You can enable this on our new web application and can seamlessly open client records and log tickets from the NetHelpDesk call handling screen.

If your phone system supports an integrator application, you can configure your integrator to display the call handling screen when a call is connected. To do this, configure your integrator so that when a call is connected it runs a command to open a browser at our special URL, where @callerid is the callers phone number.

If you would like in introduce automated call management into your service desk operations, please get in touch with our team today. Our Support team can assist you in integrating your phone system and offer you advice on best call management practices.

Not on our web application yet? Click here for a trial. 

The unobtainable SLA

The service level agreement (SLA) is a wonderfully simple tool that should enable you to always meet your user’s expectation and to prioritize every task based on the agreement with the user. A well placed SLA allows for the help desk to be run at optimum efficiency and to provide the highest level of support for users. Tickets are responded to in a timely manner and breaches of SLA are considered a rarity.

With a few tweaks, this could be your help desk.

Any organisation that sets an SLA has the ambition of offering excellent customer service. This ambition is often unwittingly the cause of a failing help desk and negative customer relations. As part of my role at NetHelpDesk, I go on site with customers and improve their implementation of our software and the way they manage their help desk. A common denominator of struggling help desks is that the majority of requests have breached SLA and there are many outstanding requests. This could be down to under resource, however more often than not, caused by an unobtainable SLA having knock effects over the lifetime of a request.

Extending your SLA

Extending your SLA may feel like cheating, however I will go on to explain how you and your customers will benefit.

Having breached SLAs creates pressure on help desk agents and managers alike. Agents feel like they have an endless queue of requests and managers are unable to bring the help desk under control. By extending an SLA, from say a 2 hour response to a 4 hour response, this pressure immediately lifts and performance increases. You will now be able to correctly prioritize and not be overwhelmed by a sea of breached requests.


Quick Tips for IT Service Management

IT Service Managament

IT service management tools are an important part of improving solution delivery and operating efficiency, as more companies are becoming dependent on computers and the internet. With big data and cloud computing becoming more popular, it is putting a lot of pressure on companies to start using IT service management tools to make sure that they stay online. Investing in IT service management tools can seem expensive. However, they quickly pay for themselves by making sure that no issues with technology get in the way of your businesses. IT service management has become vital, and the following tips will help your IT service management plan be successful.


IT Service Management Does Not Need To Be Complicated


For many businesses, IT service management is the best management and support solution. While IT service management can seem like it is complex, businesses can use IT service management principles for service desks that are automated, and help desk solutions to make them more efficient.


IT Service Management Is Not Only For Larger Companies

Many IT service management tools are built for companies that need complex IT systems or help with management of applications for user support on different systems. This meant that IT service management was only used by larger companies. Now, more businesses are becoming dependent on a hybrid of different IT strategies, along with technology teams that focus on ensuring the systems work together to meet the business’s needs.


IT Service Management Solutions are Accessible


For a long time, building and creating IT service management systems was an expensive process, which could have major problems. Now many IT service management software can be used via cloud computing or use of cloud based features. This makes the software easier to put in place and to use for any size business.


Do Not Neglect Configuration Management Database


While a configuration management database is difficult to fill and complex to use, they are the foundation for advanced IT service management. For many people and businesses, avoiding configuration management databases is very tempting. However, not having the databases in place, when you are starting, mean that you have to do the work later. Without a configuration management database, you will have many problems and challenges with IT service management tools. Doing the work before having IT service management tools make the work simpler and quicker to complete, and causes less issues.


Having a good IT service management plan in place is a key part of IT team avoiding many risks, lost productivity, and helps them keep a business online. No matter if you are looking to add a service desk, help desk, or fully IT service management platform, having a plan is vital for all businesses.

The Many Ways a Help Desk Software Can Help your Organisation

Connecting Technology

A help desk software can be beneficial for an organisation in more ways than one. It can be used across all departments and can yield the same level of high functionality. It can be helpful when it comes to IT service management, making it possible to have issues resolved quicker. This will also provide the IT department with more time for other equally important tasks while providing users with the opportunity to handle a wide array of issues on their own. Keep on reading, and we’ll share with you some of the reasons why this software is a must for any organisation.


Provides a Single Place for All IT Issues

One of the best things about using a service desk software is its ability to provide a centralised location wherein all complaints and problems will be pooled. This means that employees no longer have to report to different people. This will provide a systematic approach in solving and reporting problems. From the portal, it will already be possible to create tickets and get an update on any problem that has not yet been resolved.Connecting Technology


Let Go of Other Software Tools

If you are using too many software tools, employees can end up being confused. With this, a help desk software can also offer the perfect alternative. It provides a single stop for all of the IT concerns within the organisation. With this all-in-one software suite, users will be able to enjoy the benefit of seamless integration.


Be Engaged in Proactive Prevention

IT service management through the use of a help desk can also provide insights on the most common problems that are experienced within the organisation. The information gathered can be used for analytics. In turn, it will be vital for the assessment of the performance of the IT system and based on such evaluation, the IT department can determine what should be done in order to prevent the same problems from being apparent in the future.

Making the Right Choice

Earlier, we have discussed some of the most significant benefits of a help desk software. However, it is also important to keep in mind that such can only be yielded provided that you make the right choice. With the abundance of the alternatives that are available in the market, you should never be overwhelmed. You should take your time to evaluate the possibilities, which will help you make the right decision.
Looking for the best choice when it comes to help desk software? Net Helpdesk can extend a helping hand. They provide a wide array of solutions for every organisation. It is user-friendly, versatile, and most importantly, they provide exemplary service that is cost-effective.

We Don’t Need Help Desk Software…

Help desk software can improve productivity and add value to various areas of a business. When it is properly utilised and configured, it provides a positive influence on the end users, IT service management, help desk staff, and the company as a whole.

In the fast-paced business environment of today, what used to be straightforward tasks have become complex. Take for instance maintaining customer relations. Some companies have a support centre that is composed of one or two people who answer emails and calls. They are in charge of handling all incoming problems.

Customer expectations and call volumes often exceed what the support staffs are able to deal. When a customer sends a support enquiry through email, one doesn’t know what to expect or if the email was read at all. And when a customer tries to call the company, one is put on hold or passed to one agent to another. This leads to waste of time of both the customer and the company. By not getting an answer, customers are left frustrated, and the company’s image will be tarnished by the experience.

Whether you are a small business owner or managing a large corporation, the business can’t survive without providing quality support to customers. A service desk software can be a powerful tool that lets a company manage relationships with both existing and potential clients. The program provides an enterprise a centralised platform to handle live chat, support ticket system, and email enquiries.

Take Control of Your Helpdesk

Below are some of the advantages of using help desk software:

Makes the Business More Reliable

Service desk software comes with different functions and features that can help improve your reputation among your customers. You are able to project an image that states that you are serious about your business, and you want to satisfy the needs of your customers. Through a help desk software, your customers sees you as a legitimate business, and that you are willing to engage with them by getting the feedback that will be used to improve the products and/or services.

Improve Productivity

Service desk software can also be used internally as part of IT service management. Employees can submit their issues in a convenient manner, and get their issues fixed right away. That way everyone become more productive and less downtime.

Improving productivity

All Ticketing Systems in One Platform

Help desk software is an all-in-one software suite that provides all the tools your company needs. Not only that, it can integrate seamlessly with most CRM, social media, and communication tools.

As you can see, help desk software provides a lot of benefits to enterprise users. It is one of the tools that a company must have, especially if they are doing business online. It will help keep customers satisfied and make the support team more productive.

3 Steps to Invaluable Customer Feedback

Understanding the satisfaction levels of your customers is essential for any business. Whether this is in terms of customer retention or for making your service appealing to new customers, the thoughts of existing users are invaluable. Throughout this post I will take you through how to begin gathering customer feedback and the best channels to optimize results.

Where to begin?

The start is the most challenging part of any project. I am as guilty as anyone when it comes to overthinking the initial steps (he says whilst rewriting the opening paragraph of this blog!). When it comes to feedback, however, the options of where to begin are almost limitless. Is it best to use an online survey? Or maybe visit the customers in person? The source of the feedback should not be the initial concern, it should why you need it.

The question of why. Why are we going to all this effort? To gain valuable data, a clear plan is needed from the start and by making this plan, the data will have added significance. Although the importance of having a plan is necessary, this doesn’t mean that this needs to take hours or be of any real length. It can be as simple as a single line, such as: ‘How do we compete with our main rivals?’ or ‘Why we are losing so many customers each year?’. This gives us a focal point to bind our research around and provides a target for our questions.


Project beginning

1. Start Simple – Emails

Just because it is simple, doesn’t mean it can’t be effective. If it works, it will save you a lot of time and potential expense. Almost every campaign without fail, I would start with sending out an email to a large group of users. This does not need to be complicated. In fact, simpler the better.

‘Hi Tony, Just doing a quick email round to see if there is anything we can do to improve our service. How are you finding everything? Any concerns or improvements you would suggest? Many thanks, Tom’.

If this is something you have never tried, then you will pleasantly surprised by how willing customers are to give you feedback. Unless prompted, it is unlikely they would be forthcoming with valuable information, such as this. Once responses are collated, then you can start to analyse trends.

Trend analysis sounds complicated. It isn’t. Just read through the responses and see if anything keeps on coming up. If you don’t spot anything, then the answers you are looking for are unlikely to be in the email responses. This leads nicely onto stage 2. If you have already found what the answers you are looking for, then you may choose not to continue with stages 2 and 3 (But don’t stop reading now…)

sending a feedback email

2. Single Click Feedback

Time to pimp up your emails.

If you use NetHelpDesk, single click feedback and customer surveys can both be added to your email templates, if not there are other great tools such as Customer Thermometer, which can achieve similar results.

Single click feedback is the process of adding images (smiley faces) to your emails, which when clicked immediately log a satisfaction level. The single most important benefit, is the ease to the user of giving feedback. Who actually wants to sit filling out a long survey form? With the feedback, one click and this gives you an indication of the customers happiness – you can expect a level of engagement of around 50%! Once clicked, this will take the user to a web page where they can add additional comments. Simple, yet an invaluable tool in your quest for customer satisfaction.

Emails complete. You will now have knowledge from the widest range of your users and the highest engagement rate. However still need more information? Stage 3.


3. Direct Engagement

Emails give you a great overview of satisfaction and will give you range of responses to investigate further. This is where direct engagement comes in. Although this can be time consuming, the email campaigns should give you a group of users to focus upon. Once you know who you need to talk to then you need to decided whether this is a phone call, on site visit or a focus group. This depends on your preference, budget and how business critical the research is.

Direct engagement allows for you to go into far greater details on points outlined in the emails and really focus in on your initial question of ‘Why’ you are getting feedback in the first place. Mission complete. Research obtained. Now to use this knowledge to further your business.