Monday, 29 October 2012

When to invest in online help desk software solution

When to invest in online help desk software solution

There is no general rule that can be applied to a company in order to figure out when the right time to invest in help desk software is, though all mid-sized to large companies are usually advised to do so in order to provide high quality and speedy support to their growing customer base. Typically, if any of the following statements can be used to describe a company, it should seriously consider investing in a help desk software solution:

1. The number of our clients and available products is quite large or is continuously growing.
2. We do not have a central database containing product information that both customers and support agents can easily access from any location at any time.
3. Support agents do not have a simple means of locating the contact details for our customers.
4. Our support representatives are finding it hard to locate the necessary answers to our clients’ questions in a timely manner.
5. Support representative must consult with a number of different resources that are located in separate locations (Excel spreadsheets and written manuals, for example) in order to offer a resolution.
6. Our clients do not have any method that allows them to solve their own problems outside of contacting us or reading our product manuals.
7. Support agents do not have a database of responses to pull from when answering client questions.
8. Agents do not have a simple way to communicate new knowledge with one another.
9. Support representatives often work on the same issue simultaneously because they are unaware that another agent is already handling the issue.
10. Resolution times typically exceed 24 hours, even for minor issues that have been dealt with in the past.
11. Tracking customer satisfaction and agent performance is difficult or impossible.
12. We have no means of tracking how many support requests we receive on a regular basis.
13. Our current methods do not allow us to track which types of support requests we receive most frequently.
14. Our customer satisfaction rates are declining or are poor.
15. Clients are leaving us because we are unable to provide the level of support that they require in order to use our products or services properly.
16. We frequently have to refer our clients to multiple departments in order for them to receive an answer.
17. Clients are increasingly expressing frustration when requesting support.
18. Support representatives sometimes or frequently miss important calls or emails because they are unable to monitor each point of contact effectively.
19. Clients do not know that their issues or requests have been received by a support agent within a day of contacting us.
20. Customers are frequently contacting us multiple times in order to receive a resolution to their issues.
21. Support agents have trouble tracking the issues that they are working on.

No comments:

Post a Comment