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CX Wins from Service Desk Actions

26 May 2021
CX Wins from Service Desk Actions

To watch this spotlight discussion and demo please view below



1. Multi channel communication.
Self-service portals, chat, Teams, email – all help to drive engagement with your internal and external customers.

Firstly, how does self-service across multiple channels help to drive engagement with your internal and external customers. This self-service portal has a dashboard that is fully configurable to present relevant information to your customers, such as being able to search for useful fixes for issues in text or even video format. You can also use the self-service portal to publish and present relevant information as an addition or alternative to sending emails. The customer can also see the status of any existing incidents and requests, as well as ways available to go and raise a new ticket within the application. Online chat is also another way to engage with your customers, with the chat tool embedded within the self-service portal. The way data is presented is also key to customer engagement – here you can see a shopping cart type view to make it easy for the customer to raise a standard request. The customer can simply go in, search for and select the item they are looking for, and add it to their basket. It’s easy for automation to then go on and raise a request directly in the system.

2. Automation for speed & consistency.
Beat time-wasting repetition, increase speed of resolution and reduce errors.

Secondly, we’re going to look at how automation beats repetition of the common actions that your team carries out on a day to day basis, helping improve overall efficiency and the customer’s experience. In the Sunrise Service Desk tool there’s a graphical process builder that enables us to configure and automate any standard process. This example is a new starter process, where we define certain tasks that we wish to occur for each new starter processed. Once defined within the system, this will be automated every time a new starter request is logged. Relevant tasks are automatically created as defined within the process and allocated to the correct team, within the application. Automatic alerts can be sent both within the tool or externally via email. In addition, you can use a powerful API to integrate with external applications. The more an organisation is able to automate their processes, the more this frees their staff up to be able to focus on the customer and therefore improving the overall customer (not to mention IT team’s) experience.

3. Accelerate with dynamic searching.
Present service desk information in a timely and meaningful manner.

Service desk tools will always contain a wealth of information that could be useful to the user, but how can the tool present this information in a helpful and meaningful manner? Within Sunrise, we have a dynamic searching capability, designed to do just this. This has the benefit of preventing logging duplicate incidents for a user, and presenting relevant information at the point of typing it in. There’s nothing more frustrating for a customer than having to repeat information that is already known within the system, or alternatively having to go through a series of questions if the answer to their issue is already known. Dynamic searching is just one way you can help to improve the overall customer experience by having this information proactively suggested to help you resolve the issue.

4. Integration breaks down boundaries.
The service desk is your central hub, interoperability with other applications like Teams and Jira is key.

There are always going to be multiple applications and systems in place within an organisation, so the more they can be integrated, and worked together seamlessly, the greater benefit the customer will experience. Integration of communications and collaboration systems is hugely beneficial – for example seamlessly updating support resolutions via MS Teams, that are following that Teams channel will be automatically updated. You can also see an example where we can integrate Sunrise with the Jira development, sending the information to Jira using the API. Integration helps to improve customer experience by breaking down boundaries. Integrating systems can mean customers can be updated in real time and things are less likely to fall between the cracks.

5. Reporting unveils advantage.
Analyse your data to make strategic improvements, integrate with tools like PowerBI for full advantage.

Reporting can provide a massive benefit to organisations, helping them analyse the data they collect and make strategic improvements. It’s key to the IT teams, measuring service desk performance and giving feedback to other departmetns for training and planning purposes. Real time dashboards are also a useful tool for a service desk. They present real time information, ensuring the service desk can make fast and accurate decisions based on what is going on to help them improve the overall customer experience. Information can also be extracted into external tools such as Power BI. Effective reporting is key to the overall CX, without it it’s very hard to see the bigger picture and understand what’s going on.

Read the Guide to CX Wins and download the pdf here.

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