When an experienced professional, John, needs to contact your service desk, his preferred method is to call. However, his colleague, Laura, fresh out of business school, favors having self-service options to be able to solve the problem herself. If necessary, she’d like to be able to immediately contact a support team member via chat.
A generational shift is happening in the work force – from Baby Boomers, Gen Xers and Millennials to the iGeneration (workers born in 1994 and later). Along with changing demographics, a shift in desired service desk contact types is becoming more obvious.
How does this transition affect the service desk? It’s simple: In today’s workplace, you need to provide multiple contact methods to satisfy your users’ varied preferences – and provide flexible pricing too.
Here are three signs your service desk provider is serious about the workplace of today, and the future.
Working with a service desk provider that offers several contact options, to satisfy the different generations and preferences within your workforce, is a necessity. While Baby Boomers may prefer to use the phone or email for support, Millennials and the iGeneration are more likely to want to communicate via chat or email, or take care of their own IT challenges via self-service options such as knowledge-based articles.
Did you know that, in general, roughly 30 percent of all service desk calls are related to password resets? You should select a provider who tracks why your employees contact them, so that any simple requests can be efficiently managed, such as offering self-service assistance for or automating those problems in the future.
Also, choose a provider who offers insight and recommendations on how your employees prefer to contact the service desk, with regularly updated analytics. This type of data and advisory partnership will help shift your users to flexible and accommodating, lower-cost contact methods.
For example, offering a self-service system for employees to reset their own passwords is an efficient, low-cost way to serve them. However, even more beneficial is receiving ongoing data to see which contact method your users prefer, along with service desk-provided communications to help shift your users to lower-cost contact methods.
With monthly analytics and marketing support, your service desk provider and IT department can collaborate on ways to shift users to faster and lower-cost contact methods.
Many providers still demand a flat fee or per-user price. You should seek out a provider that offers flexibility, including options for scalable pricing based on the contact methods your users prefer.
For example, if your workers use self-service options 60 percent of the time, you should pay less than an organization whose workers use self-service options only 20 percent of the time.
Moreover, a service desk provider who can help shift your users to lower-cost services – through marketing, simple training and education of your employees – is one worth pursuing.
Are you seeing a generational shift in your tech support users? Have any trends emerged in terms of how your users contact your service desk? Share your thoughts below, and let us know what suggestions you have for your users’ favorite or requested alternate contact methods.
Publish Date: October 27, 2016 5:00 AM
Combines knowledge management with call support as continue improvement.
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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
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