Improve service delivery and customer support
Customer service is at the forefront of all service and support centers. The faster and the more effective the service, the better the customer satisfaction. Regardless of what type of organization it is, customer support is important – whether it is catering to internal end-users or an external client.
The primary challenge with respect to customer service is achieving low time-to-resolution and high effectiveness of delivery. Say, technician A resolves a ticket in 1 hour and technician B in 2 hours. What matters is not only how soon the issue was resolved, but how effectively it was done. If the issue resolved by technician A recurs in time when compared to the permanent fix by technician B, the customer satisfaction would be high in the latter case.
To understand all of this – who solved what ticket, how much time it takes to resolve tickets, what the history of tickets for an asset or customer are, etc. – you need to have an efficient customer service software. Typically, a comprehensive help desk software assists you by centralizing and automating the ticketing process, and providing metrics and reports to measure technician performance and customer satisfaction. In the support business, it is all about delighting your customers with faster and quality service delivery.
Customer service or support software allows IT teams for simplify the way they handle and manage IT tickets. With customizable automation to expedite ticket assignment, ticket routing, manual repetitive help desk tasks, support teams can realize significant time savings, and focus more on ticket resolution rather than ticket management and tracking. Customer support software enables you to:
Web Help Desk enables you to deliver seamless IT service management and improve the quality of customer support. With built-in features including ticket management, IT asset management, change management, knowledge base, etc.
Try SolarWinds Service Desk for more functionality in asset and service management.
Full ITIL suite (incident, problem, change, release) paired with customizable automation
Automated asset discovery with integrated CMDB for real-time impact on technology and services
Powerful service catalog workflow engine and a user-friendly service portal