At some point in time, we’ve all no doubt heard our colleagues call it the “Helpless Desk” but why was, or sadly, “is” it perceived that way? A big reason is because most are used exclusively in a reactive mode and the community leveraging it only looks to it AFTER something has gone bad. This culture needs to change so that the Help Desk is viewed as a real Service Desk, one that knows what is happening before the users and can advise them of problems before they escalate, rather than being told via an irate phone call during a crisis when it is already too late. So, how can we change this perception while actively transforming it into the Service Desk of the future that we want and need? You need to show that you CARE.
Placing customers at the heart of any business is a governing formula for the ultimate success of enterprises spanning all industries. Given the rise of social media that is allowing people to talk to at least 130 others at a time, it has become priority for all organizations to build lasting relationships with their customers. Moreover, with fierce competition giving customers more and more options, strategies for the improvement of customer service for bottom line profit have become invaluable.
Topics: customer relations management, Customer Service Management, help desk, Helpdesk software, IT Management, IT Management Software, IT management solutions, Service Desk Software, service desk solutions
It is a widely accepted truth that when it comes to information technology, businesses should ensure uninterrupted operations - simply because IT is indispensable to organizations. IT issues need to be resolved to prevent these from drastically affecting businesses’ bottom line.
In the world of information technology, technical support is vital to customer satisfaction. Happy customers translate to repeat business and, ultimately, create a successful enterprise. To optimize the way they evaluate the state of their IT infrastructure, companies turn to IT management software.