Techniques To Improve IT Service

Create SLA

Having well-defined Service Level Agreements (SLAs) is always useful for companies that offer technical support services. It simplifies the job because both the service provider and the customer have defined few service agreements and these services are expected to be provided. Now, the use of these potential SLA customers can prepare the defined KPIs for agents. This allows you not only to establish the correct expectations for your customers, but also to measure the service you are providing.

Evaluate your expenses

It is always a good practice to know what you are spending and, especially when it comes to providing services, you know that your phone bill will skyrocket. So understand how many calls are made, along with the cost and purpose of those calls. In both cases, support agents make calls for basic ticket issues, such as password reset, then find an alternative to reduce calls for minor issues.

End-to-end track inputs

Documenting the status and any communication of a ticket is a good practice to follow, as it allows others to understand the problem at a glance. Have full transparency on when the ticket was generated, the first response, in the call or email interaction, the ticket data resolved and the comment problems. Another reason why total transparency is useful because if the original ticket owner fails to resolve, any other agent can step in and still understand what has been done or not. Customers should receive regular ticket status updates and agents should follow the progress of the ticket.

Product information

Experience in product knowledge is always advantageous and can be used in difficult situations. Many times, support agents rely on product managers to answer a few questions and that's where they waste time. Fast ticket resolution is important to your customers and in-depth product knowledge eliminates addiction. Understand the features, use the product / service and get information from the developers; This will help you better understand the product / service.

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