“Unless you have 100% customer satisfaction, you must improve.” –Horst Schulze, Ritz Carlton
Articles by Kathy Smith
Service Desk vs. Help Desk. Hmmm. But…aren’t they the same thing?
Providing a stellar experience and running as efficiently as possible can sometimes prove to be a challenge in today’s support world. Fortunately, if you’ve got the right equipment, it’s no sweat. Chat tools enhance your help desk efficiency so you can give your customers the one-on-one attention they crave (and bolster your reputation for high-quality…
Today’s service desk technologies and reporting packages make it easy to capture copious amounts of performance data, which is great. But…where does that get you? Or more to the point, how can that data help you improve your team’s performance?
In the past, we’ve defined best practices and looked at how they benefit your business. Now let’s talk about how to implement best practices so you’ll start seeing results.
Onboarding is the first time new clients get to see how you operate. It’s when first impressions are formed; impressions that could have a lasting impact. And if you don’t deliver on promises that were made during the sales process, what impression do you think they’ll be left with?
You wouldn’t want an architect to build your new home without a blueprint, or to buy a new car that didn’t come with a warranty. A service level agreement (SLA) serves as both a blueprint and a warranty for your IT services. It lays out the specific details of your services, priorities and responsibilities, and…
Have you ever opened up a product with ‘some assembly required’ that failed to include instructions (or included them, but only in a language you don’t understand)? So frustrating. Sadly, many clients feel the same way about their managed services agreements.
When you boldly implement a new business model, it’s critical that you get your current clients to buy in so your business can remain profitable. But that can be tough if you go into the process without a plan. After all, change is scary for clients when they’re comfortable with your current offerings.
Technology has made everything instant. Gone are the days of playing phone tag, and waiting around for voicemail responses. To best meet your customers’ needs, innovate your service offerings to support them in every capacity.