Help Desk and Customer Care (internal and external) it is a critical activity due to the high expectations from users and for low gratification that help desk operators get from their routine job; this low morale scenario is often complicated by the usual understaffing.
Help Desk can be transformed to get
- Lower Backoffice activities when managing routine
- Higher Customer satisfaction
and be:
| HelpDesk for internal clients
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HelpDesk for external clients
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- The highest visibility point for IT Department
- A monitor of alignment of current procedures and services with business needs and processes
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- One of the customer-facing part of the Company
- A customer support activity adding value to the product/service sold, and a powerful weapon to increase customer loyalty
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A well organized HelpDesk unit can be part of Quality Controy Management, as well as part of a complex Change Management process.
To be successful, processes, human resources and tools must be aligned and kept at their best. For this reason Interaction Group helps and supports clients to reorganize existing Help Desk units, as well as to sustain the growth of the company.
| Processes
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Human resources
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Tools
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- Reeingeering of internal processes and procedures
- Interaction among Help Desk staff and client
- Interaction among Help Desk staff and IT staff
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- Recruiting
- Technical training
- Customer interaction and customer management training
- Body rental
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- Trouble ticketing and service management software
- Ticket and performance analysis
- Periodical customer satisfaction survey
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Help desk e Customer care