5 Tricks to Treat Your Customers to Great Self-Service

Featured Infographic by TOPDesk

Halloween is upon us again, but now is not the time to get scared away by bad internal customer support. The opposite must occur, your staff must feel more empowered and confident because of their improved knowledge and gain their wits about them so they don’t become headless horsepeople roaming about the office bumping into furniture and desks because the knowledge they need is not available for them to be able to do their jobs. You internal customers need uniform answers to their questions, more quickly, and speedy resolution to their IT issues and processes.

Otherwise, they’ll continue to reach out to the helpdesk in an effort for answers – any answers – to their problems. By streamlining and speeding up resolution times you will greatly improve the customer experience, and your co-workers will continue to contact your service desk. So, by shifting knowledge left, the IT department is adding some serious value.

By having useable knowledge at hand, you can lower the pressure on your service desk. First line support can solve questions more quickly and fewer calls are escalated, so much so that it’s scary. This increases efficiency and reduces the cost per call. This gives the entire service desk more time to work on more technically-challenging tasks. Moreover, if customers solve more questions themselves, they’ll log fewer tickets with the service desk – nothing spooky about that!

In fact, it leads to empowered end users. IT service management is the art of delivering great IT services to end users, and, ultimately, helps your organization achieve its goals. One of IT’s core tasks – answering customer questions – is simplified by sharing knowledge throughout the organization.

The graphic below shows you some tips to keep your customers from trick or treating at your service desk: Try them all and you’ll be well on your way towards happy customers!

If you want to know more, download the book, “Improve your department’s service delivery.” It includes key ingredients to cook up a truly customer-focused service desk that will draw in your customers instead of scaring them away. You’ll unearth:

•An eight-step plan for drawing up and successfully launching your service catalogue

•How to cut lead and resolution times using Knowledge Centered Service (KCS)

•The three key factors for effective customer communication

•How to measure your customer satisfaction.