Is there a solution to the problems?

Illiterate automation of the service department leads to problems with the service, that is, in fact, it can make your customers the customers of your competitors. Each call to technical support (or just support) is a kind of warning from the user, to which you need to respond clearly, quickly and competently. If you do not react, the appeal will be published on social networks, on otzoviks and in other places where you have to fight for your reputation and prove that you are not a camel. 

There is another unpleasant side effect of dissatisfied customers: eternally dissatisfied customers can lead to the departure of any employee, including engineers, developers, testers, etc. And this is new hiring and new money. Therefore, everything must be done to make the work of the support service simply top-notch - even if it is a bunch of inexperienced students. 

Develop a customer service manual.In no case should this be another formal regulation, it should be a complete, intelligible document written in human language, in which it is necessary to display the main duties of employees, secondary duties of employees (areas where they can take responsibility), routes of calls inside companies, application procedures, description of the software used, the most common application cases, communication style, etc. (full set depends on business). 

Select the technology for organizing your help desk.There is no need to bother and fence complex systems based on Jira, CRM or ITSM systems, get a separate software for the support personnel with which they will be comfortable to work "). Why is using such an application good?

The client can control the process associated with his request: go to his personal account and see the status of the task, executor, requests, comments, optionally - the cost of work, if they are paid. This saves time and allows the client to calm down.

This is how an application with a customized questionnaire may look like - all information is indicated in the required fields, including mandatory ones. ZEDLine Support interface

Visible and invisible for the client (who created the request) records. ZEDLine Support interface

The Helpdesk system is a system that you don't need to talk to, and there are significant advantages in this: you can describe the problem in detail and competently without getting confused or in a hurry; the problem questionnaire itself allows you to remember all the significant details; you can solve problems where it is inconvenient to talk, etc.

Each employee sees the entire scope of work and does not forget about anything.

The Helpdesk system makes communication as personalized as possible, and today it is a significant factor in non-price competition. Whoever is a friend to a client has an income ;-)

The technology alone does not guarantee perfect service, but it significantly improves the speed and quality of the support / service.

Measure! Probably the biggest mistake when dealing with customer support is not measuring performance. This is one of the most measurable divisions with transparent metrics: number of tickets, cost of work on tickets, customer satisfaction, etc. Measuring indicators is an opportunity to evaluate work, reward, introduce a system of material and non-material motivation, and therefore make relationships with service engineers and support employees long-term. It is for this reason that we have implemented a timing system in our ZEDLine Support helpdesk .

How is it done with us customer service analyst

But, of course, there is nothing worse than when the company does not have any technical / service support. Many companies have a rigid, bureaucratic system of work with clients, pay little attention to service and maintenance. Moreover, even service companies manage to keep customers at a wildly low level: with forgotten tasks, not on time, with lost requests. Friends, 2020 is on its way, your customers are fed up with marketing and sales, it is difficult to surprise and attract them, but the most expensive and most difficult thing is to keep them. Support service, support, help, no matter how they are called, is a new edge of the company's toughness in its striving to fight for customer loyalty. So let’s pay attention to the supporters, automate and simplify their work so that customers are satisfied and regular, and your business strives for new heights!