IT Remote Management » Customer

Improve the Customer Support Experience and Drive Corporate

Sun, 02 Oct 2011 00:29:48 +0000

Citrix Online’s 2008 Whiteboard Session #2, Barry Dacus discusses how to improve the customer experience with GoToAssist remote support.

City of Staunton, VA – a Pano Logic customer profile

Wed, 06 Apr 2011 07:06:32 +0000

AutomationDirect Renews Partnership With Kepware for Communications
Selects Kepware as an OPC Server Partner, Delivering Communications to Their Line of DirectLOGIC PLCs, Ethernet Remote I/O, and Productivity3000 PACs

SNW Names ExaGrid Customer Poulin Grain as a Finalist in Its Fall 2010 “Best Practices” Awards Program

Mon, 04 Oct 2010 17:31:33 +0000

Veeva Systems Welcomes Publicis Touchpoint Solutions to Veeva Web
Veeva Systems welcomes Publicis Touchpoint Solutions—and its sample accountability unit—into the Veeva strategic partner network, Veeva Web™. The network enables Veeva CRM™ customers to easily extend the use and reach of their multi-tenant SaaS CRM systems without the system integration complexities and corresponding costs.

SNW Names ExaGrid Customer Poulin Grain as a Finalist in Its Fall 2010 “Best Practices” Awards Program
ExaGrid Systems, Inc. , the leader in cost-effective and scalable disk-based backup solutions with data deduplication, today announced that its customer, Poulin Grain, a leading supplier of animal feeds in the Northeastern US, has been selected by SNW as a finalist for its Fall 2010 “Best Practices” Awards Program.

Is there remote control (help desk) methods that I can use, even if my customer has a private IP?

Mon, 06 Sep 2010 15:11:47 +0000

I used? PC Anywhere, VNC, but never by the interm? Mediate? S of the Internet to take control? On a computer that has a private IP? E as 192. 168. xxx. xxx. Is it possible to do this? Thank you.

Learn How to Incorporate Social Media and Customer Service via Upcoming Webinar

Wed, 11 Aug 2010 04:58:38 +0000

Veracode Announces VERAFIED High Assurance Mark for Web Applications
BURLINGTON, Mass.—-Veracode, Inc., the world’s leader in cloud-based application risk management, today unveiled a new VERAFIED™ mark of security quality that indicates an application has been independently assessed and found to have no “very high,” “high” or “medium” severity vulnerabilities as defined by MITRE, nor any of the top 10 vulnerabilities as defined by the Open Web Application …

Learn How to Incorporate Social Media and Customer Service via Upcoming Webinar
VIPdesk is presenting an educational webinar, “Bridging the Gap Between Social Media and Customer Service,” on Tuesday August 10 at 2:00 p.m.

I need Subscription management, Billing management, customer service, either software or a service?

Sun, 18 Jul 2010 19:08:42 +0000

I am looking for a service is paid or a program that would address the following aspects of my business website: subscription management, membership billing management, management of new records, and answer questions subscribers may have. Ideally I am looking for a service that did this, but if there is no alternative I’m willing to settle for a software that does all the above. I thought that perhaps companies like Verisign, for example, has offered these services. All ideas are greatly appreciated! Thank you in advance!

Why is Dish network customer support so crappy?

Mon, 22 Feb 2010 13:41:29 +0000

I tried to get a refund from the August 9, he transformed into a DVR and all I get is a evasivas.Ellos always say that we are working on it and points in 7-10 days, so Young is trying to achieve with ellos.Alguien never have the same problem? Also, if you notice your 800 number that says: # 1 in customer service, wonder who they interviewed for eso.1 person, I now seriously consider switching to Direct TV. I heard many good things about ellos.Comentarios. . . Suggestions.

Customer Service Toolkit

Tue, 26 Jan 2010 02:58:47 +0000

He called aid organizations to accelerate significantly business growth. Download a free copy of Drew White Paper on “Effectiveness of sale” or “Business Building e-book at http://www. Drewstevensconsulting. Com

How to Increase IT Help Desk Customer Satisfaction and IT Help Desk Performance

Thu, 31 Dec 2009 16:03:40 +0000

The problems IT Help Desk customers often encounter

If your company or organization has an in-house or outsourced IT Help Desk, chances are that some of your Help Desk customers are dissatisfied with the service they are receiving. Some of the many possible causes of dissatisfaction with IT Help Desks include:

1. Long wait times when calling the Help Desk or after submitting a service request by e-mail or using a Help Desk Web portal or ticket system

2. CSRs that do not understand their customers’ problems

3. Rude CSRs

4. Closing IT incident tickets before the problem is resolved

5. Lack of follow-up by IT Help Desk CSRs

6. IT customers (IT users) having to deal with recurring problems for which the cause never gets addressed and/or eliminated

7. IT Help Desk CSRs that are not adequately trained and that lack knowledge required to solve problems

8. IT customers having to explain their question or problem to multiple CSRs and IT technicians

9. IT customers having to wait a long time for Help Desk problem resolution, hardware repairs, software installation, and other IT support provided at their desk or by phone/e-mail

10. IT Help Desks not being staffed when customers need support (nights, weekends)

11. IT Help Desks having CSRs with difficulty communicating with IT customers in English (e. g. IT Help Desks often outsourced in other countries)

Assessing IT Customer Satisfaction and IT Performance

The best way to assess IT Help Desk customer satisfaction and IT Help Desk performance is to conduct an IT customer satisfaction survey. An IT customer survey gathers IT customer / IT user perceptions, experiences and suggestions about IT Help Desk performance, along with the performance of other IT services. The collective information and insight provided by IT customers provides IT Help Desk and other IT managers with the ammunition they need to make changes to increase service levels and customer satisfaction.

In a well designed IT survey, IT customers indicate their satisfaction level with the in-house or outsourced IT Help Desk and with the other IT support services including Desk Side Support, Application Support, Network Support and any other IT services. IT customers also include comments and suggestions related to the specific issues included in the survey questions.

The IT survey should include questions about IT CSR knowledge, problem handling and resolution effectiveness, CSR courtesy and professionalism, timeliness in actually contacting the Help Desk, timeliness in getting problems resolved, ability of Help Desk CSRs to understand the customer’s problem, follow-up by CSRs and other pertinent questions.

To achieve the best results, IT survey responses should be anonymous. IT customers are more likely to respond to IT surveys and to provide honest feedback when they know their responses are anonymous, eliminating any chance of retribution from IT staff if negative ratings and comments are given.

Most organizations that conduct IT Help Desk surveys conduct the surveys annually or semi-annually, using the same questions in every survey. Some organizations do a great job of taking action based on the survey results, while other organizations take minimal action. When we conduct IT Help Desk surveys for our customer companies and other types of organizations, we provide them with trend reports that track progress in addressing problem areas and opportunities needing improvement. Help Desk managers receive survey data that identifies areas of strength and weakness, where improvements have been made since previous surveys, and where Help Desk customer satisfaction levels have decreased.

Most IT Help Desk customers respond to surveys with the expectation that their feedback will be taken into consideration and acted upon. When IT Help Desk managers take action on survey results and Help Desk performance and service levels are visibly improved, IT customers are more likely to respond to future surveys.

Following are some important issues to consider when designing and conducting IT Help Desk surveys:

1. Asking the right questions and knowing how to effectively word the questions.

2. Making the survey responses anonymous. IT Help Desk customers are more likely to respond to an IT survey and to provide honest answers when an outside company conducts the survey and they are comfortable that their responses will be anonymous.

3. Having IT Help Desk customers identify their department, site location and other pertinent demographic information, and generating survey reports for each demographic criterion.

4. Providing the opportunity to include comments and suggestions along with ratings.

5. Promoting participation in the survey.

6. Sharing the survey results with IT Help Desk staff and with IT Help Desk customers.

7. Taking action based on the survey results.

8. Conducting the survey periodically (e. g. annually, semi-annually or quarterly) and tracking progress in IT Help Desk customer satisfaction and service levels, and IT Help Desk performance.

Taking action to increase IT Help Desk Customer satisfaction and IT Help Desk performance

Some of the actions that CTOs, CIOs, IT Help Desk managers and other IT managers can take to increase Help Desk service levels and customer satisfaction include:

1. Providing training and mentoring for IT Help Desk CSRs in how to handle customer calls, problem handling and resolution, acting professionally, technology knowledge, IT customer follow-up and other pertinent issues.

2. Identifying and managing IT Help Desk customer expectations for service.

3. Establishing and communicating SLAs (service level agreements or standards) to Help Desk CSRs and IT Help Desk customers.

4. Ensuring that Help Desk CSR hiring practices are effective in hiring the right people to staff the IT Help Desk.

5. Staffing and scheduling the Help Desk to provide consistently high levels of customer service based on IT customer demand for service.

6. Identifying and eliminating recurring technology problems.

7. Streamlining the IT environment.

8. Providing effective IT Desk Side and Application support.

9. Having an effective IT Help Desk ticket tracking system, managing ticket ageing to keep the backlog minimal, and ensuring that tickets are not closed prematurely, before problems are resolved completely and effectively.

10. Sharing the survey results with IT Help Desk staff and other IT employees, enabling them to understand how IT customers perceive the effectiveness of IT Help Desk and other IT functions.

11. Creating an action plan to address the issues and opportunities identified by the IT survey and tracking implementation of actions/changes made to increase IT customer satisfaction and service levels.

Benefits of IT Help Desk Surveys

Conducting IT Help Desk and other IT customer satisfaction surveys / IT user satisfaction surveys is well worth the effort. When designed and executed well, with effective analysis of the survey data and timely action taken on opportunities, IT survey benefits include:

1. Significant increases in IT Help Desk customer satisfaction

2. Significant increases in IT Help Desk service levels

3. Improvements in performance of the IT Help Desk and other IT functions

4. Possible reductions in the cost of delivering Help Desk and other IT services as they become more efficient and recurring problems are significantly reduced or eliminated

5. Increased service levels for your company’s/organization’s external customers as employees are able to perform their job more effectively as a result of improved IT Help Desk performance

6. Reduced pressure on CTOs, CIOs, IT Help Desk and other IT managers as IT customer satisfaction increases

Survey information and tips are presented at http://www. Quantisoft. com

Info. about IT Help Desk Surveys and other IT Customer Satisfaction Surveys http://www. quantisoft. com/Industries/IT. htm

Howard Deutsch is CEO of Quantisoft, a full service survey company. Quantisoft conducts IT customer satisfaction, employee satisfaction/engagement, customer opinion/satisfaction, sales force opinion, business risk assessment, ethics & compliance risk culture and other types of surveys. Contact Howard Deutsch at (609) 409-9945 or hdeutsch@quantisoftdotcom.

Customer Support Solution

Mon, 14 Dec 2009 21:24:32 +0000

A Customer Support Software is a web based customer support solution that allows robust tackling of Product or Service Support issues through help desk system and raising trouble tickets for issues related to customer priorities. A cost effective customer support solution is highly productive in customer service management.

You need a robust and reliable tool to accept, categorize, and manage customer issues that are widely diverse in nature. A Customer Support Solution is such a dynamic tool that integrates multi channel functioning, multi-user options, unique task assignments, setting alerts and escalation, response through emails, raising trouble ticket for problematic issues, assigning unique service request IDs, follow up and reviewing the status of service requests and completion of the task on time. A matured Customer Support Solution helps in resolving the problem categorized under the unique trouble ticket within a specified timeline under the Service Level Agreement.

This also helps to identify, stratify, and treat an incident or an issue through an all-inclusive and organized 24/7 support mechanism to deliver the best output within a specified time.

You are dealing with issues that are diverse in nature. Each one has different priority levels to the customer. Who do you think is best to solve a specific issue? How would you ensure the same to get the best possible result? Given your priorities and preferences it is almost difficult for you to search for people who have special skills for special issues each time. This is also a waste of time, effort, and resources. Therefore, the best way is to build a team that is best capable of troubleshooting. A Customer Support Solution is just the way to resolve such issues in service management.

For this, just a team of people with diverse knowledgebase is not sufficient. You also need an organized database. Therefore, here is the need for well-organized customer support solution or help desk software that log in issues, forwards these to respective operators and maintain a schedule and list of task and time allocated to these users and generates reports according to your business requirements.

Many customer support solutions have add-on feature to allow:

*Workflow automation

*Integrated advanced features to create customized templates

*Closed loop problem ticketing system to raise, assign and mange issues

*Advanced self-help functions for customers

*Group access to the mail servers

*Real time conversation between the customers and users

*Browsing the existing self-help knowledgebase.

Recommendations:

Some of the highly recommended and top rated Customer Service Solutions are as follows:

Premium Response

NetResults Tracker

ChatStat-Customer-Interaction-System.

BridgeCRM.

Click-N-Speak.

If you need a powerful solution for your support make sure you check out the Premium Response Support Ticket Software for more info.