To construct really high-quality service desk like this bpmonline.com/crm/service-desk is very difficult. You have to define precisely how requests of users are processed. It is also necessary to understand how performers are defined and the staff of support service will consider the closed tasks and to report on the done work. The formulated rules actually represent the formal procedures realizing separate business processes in your company. They can be described the text, in the form of charts or in any other graphical representation. If business processes in your company are difficult, then each process can be broken into modules, and in detail to detail each such module.
However, the described business processes of your company don’t mean yet that your customer support department will work. Employees need to seize the necessary level of knowledge and to learn a lot of working methods with users. And, of course, they need to give the tool by means of which they will communicate with users in hands.
Rules of client support
Any support service has to conform to the rules which have been beaten out on a stone by tears of generations of their predecessors
- The client is always right!
If people choose your product or use your service and pay at the same time for its money, then they have the right to receive the answer to any, even the most foolish question. Even if the client is mistaken and his claims aren’t proved, then it only means that you need to explain him his mistake. The management of the company and only after a positive closing of the application has to make any decision on refusal of “the inadequate client”.
- Always notify clients on obtaining the application
What communication channel you wouldn’t use, at your service answering machine which will automatically send the message that the application of the user has come to processing has to be always adjusted. Thus your client will know that he will be helped soon. They can be described the text, in the form of charts or in any other graphical representation. If business processes in your company are difficult, then each process can be broken into modules, and in detail to detail each such module.