The IT and Telecom services we provide our clients are absolutely business critical. The pandemic has highlighted just how important our services are, in 2021 IT is the lifeblood of all businesses. As a trusted supplier of IT services, it is critical we support our clients when they have requests, faults, orders etc. We deal with these actions in a number of ways; however, it has to be organised, efficient and most important easy for our clients to use.
1) Measuring ticket-closed times
Detailed stats are used to give us a complete picture of our calls and tickets. We integrate these with our CRM to see the whole picture. This gives us a benchmark / performance indicator for our support team so we can measure and make sure we are providing the level of service set out against our service level agreements.
2) Allowing tickets to be assigned to several support staff
We make sure all teams have full visibility of tickets & set up alerts for different types of tickets against service level agreements & urgency. This allows all staff to jump on the ticket if need be.
3) Support Desk schedule
We have one centralised email that funnels into the support desk & raises a ticket automatically. We also have a 3-ring policy of support staff who can also log a ticket and in some cases deal with the enquiry there and then.
4) Segregating skillsets
We are constantly training and upskilling our team, but not everyone is a specialist in all of our products we provide. Everyone is 1st line support and then we pass to areas of responsibility so you can escalate problems to the right specialist brain. We have built a skills matrix and we make sure all team members know who to turn to if they cannot resolve.
5) Account Managers
Account managers are assigned to all clients and tagged into relevant tickets as they come in. By having visibility of their clients’ tickets, they help the support team connect up the dots. It is very important in the whole management of a client. Account managers can run reports at any time on tickets especially when doing account reviews, to improve our service offering.
6) Focusing on priority tickets
Support needs to be thorough. When a ticket is raised it clearly lays out our service level, so clients know what level of priority and urgency their case is assigned. Customer service doesn’t mean costing our clients time and money trying to fix a low priority issue instead of working on a high priority solution first.
7) Empowering our clients
We like to provide resources where we notice an easy issue that keeps coming up, send out an email with an easy one-pager to prevent future tickets. We aim to reduce tickets through long-term fixes and user training. We also have a self-service section on our CRM so clients can log in and find information without calling the helpdesk, saving everyone time and money. We are also believers in providing a proactive service when we can, and our support team regularly contact customers who are close to exceeding data allowances and call bundles to suggest a more appropriate tariff for the rest of the month.
8) Clear escalation paths
In an ideal world we would like no tickets, however this will never happen, and recurring issues will regularly occur. In the long run, this will cost our customers money – and cost us customers. Our clients want to trust that we can fix long-term problems. We have clear points of escalation and lines of communication to prevent this happening. We also communicate any improvements we think our client should make to improve service & efficiency. Regular reports on our service desk are interrogated by both client & ourselves.