Most companies believe that implementing their Service Desk strategy is essential to satisfy customers. Nobody wants to feel excluded, especially when it comes to purchasing something. ITarian understands that most customers prefer self-service, but sometimes a human touch is required. While our product can assist with both, it is important to ensure that your best practices are up-to-date and reflect both options. These four tips will help you:
- Everything should be documented
- Communicate with customers
- Promote first-contact resolution
- Be proactive
Documentation
Each incident and every request should be documented with the chosen system so you can see all of your processes. It is important to understand how customers and employees are affected. It doesn’t matter how urgent or slow the ticket is. To be held responsible, your team must document all activities.
We know it can be hard to get along with different project managers and heads of departments. Our product can become the focal point and not have the customer repeat everything.
Communication
Service Desk best practices recommend that you stay in touch with customers even if it means that nothing is being done. Customers are annoyed when they send in a request but don’t get a response. They don’t know unless you tell them.
First Contact Resolution
It is best to contact the person first to resolve any problems. In many cases, however, this is not always possible. Customers have access to our FAQ database which may help them to solve their problems. They can also use the helpful form to submit a ticket. You can then contact them to begin working on a solution. for more information.