We have all been there at one time or another… You call into a service desk looking for help, only to be passed from one person to another, waiting on hold each time and having to repeat your story again and again to each person who is ‘there to help you’. If this is happening to the people in your company, super-charging your IT Service Management (ITSM) system with the following eight communication channels can help put a stop to this chaotic behavior:
BONUS—Multi-Lingual Self-Service Portals (SSP)
A collaborative ITSM solution—one that integrates all these communication channels—is an essential component in an omnichannel service desk strategy. By integrating these 8 ‘super chargers’ into your ITSM system, you will provide your IT staff with the cross-channel visibility and centralized data they need to solve problems efficiently and effectively.
A common issue with passing requests from one agent to another (i.e., escalations) is that requests sometimes get sent to your second and third-level support reps without much thought. Think of it like passing the hot potato around the office—someone (in this case, your customer) “gets burned” and requests start piling up in the second and third-level support queues. Highly experienced tech support agents are vital to your organization, but they are often turned into underutilized resources because they spend too much time dealing with incidents that should never have been escalated to them.
In some cases, requests are sent to second and third-level support reps because the fix is too technical for the first-level person to handle. Unfortunately, the customer gets caught in the middle when the first agent is unable to accurately explain the problem to the next higher agent. Frequently, the customer gets frustrated and hangs up the phone—leaving the issue unresolved. Other times, the customer is forced to repeat their entire story to the second or third-level support agent until someone finally understands and fixes the problem.
Communication is key to serving the customer in efficient and gratifying ways. When organizations make it easy for customers to access support, request changes, or engage with a team to resolve a business issue, employees find it easier to adhere to processes, streamline automation, and deliver consistent results. This means thinking about employee engagement as a collaborative experience. Voice, email, chat, portals, knowledge base, and other items are all channels of communication that make that kind of engagement possible.
With a collaborative ITSM solution that integrates all communication channels, there is no need to drag customers into the middle of any conversations that take place between your technical support agents—or place customers “on hold” while your agents try to figure out the problem. ChangeGear Service Desk improves collaboration by triggering workflows and email notifications that keep everyone informed.