Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Why Your Users Need a Service Desk Mobile App - CompuCom - ContactCenterWorld.com Blog

Why Your Users Need a Service Desk Mobile App

Today’s employees are empowered to work remotely, and use laptops as well as mobile devices to complete their tasks. An increasing percentage of their work is being done on tablets and even smartphones. In fact, multiple surveys show more business and personal email (54 percent in 2017, according to Litmus) is read on a mobile device than on a laptop or desktop.  

Based on the growing adoption of mobile devices, it only makes sense that your service desk solution should be available on a mobile application to accommodate your employees and to meet the demands of their role. If your existing provider does not offer a mobile solution, you should consider finding one that does, so that your employees and IT team can be productive whenever and wherever needed.

A good mobile app services solution essentially provides users and their employers with five primary benefits: mobility, simplicity, efficiency, productivity and information. 

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Here are some tangible examples of the benefits of providing your users with a service desk mobile app:

1. Mobility: Your employees can get instant help in the palm of their hands

One of the biggest advantages of having a service desk mobile app is the ability of your employees to efficiently and effectively solve their own problems 24/7 with a robust knowledge base or by unlocking their own passwords. Users are also empowered with quick links to help with submitting tickets, receiving updates and even chatting with an agent while on the go. Whether they are at a customer site or riding the bus or subway, your employees can get the support they need to stay productive, regardless of their location or the time of day. 

2. Simplicity: Good mobile platforms are often more intuitive and easier to use

Tailored for smaller screens, service desk mobile apps should offer simple-to-use interfaces that display the most frequently used tools and basic fields that can be filled out quickly and easily. The more intuitive an interface is, the more likely an app is to be widely used, because of the effective and efficient user interface it provides. Also, mobile apps often make self-service options easier to navigate, enabling employees to troubleshoot issues on their own any time during the day (or night) without needing to request service, which can save your business money. Similarly, you should also provide flexibility in terms of which contact methods you offer, so that you can direct users to lower-cost self-help versus higher-cost calls to the service desk.

3. Efficiency: User identification is faster and easier

Users of a mobile service desk app provide integrated information upfront that agents can instantly access when their assistance is requested. The employee’s identity is verified and the agent will be able to help more quickly. There’s no need to answer questions about who is calling or provide a history of service requests. The agent will automatically be able to access the employee’s basic information when they receive the request.

4. Productivity: Less time spent requesting help means more productive workers

Finding the help ticket location is one challenge, but submitting it can be another. When there are many fields to fill out, employees may procrastinate on submitting their support ticket until their problem escalates and they need immediate assistance. Mobile service desk solutions can negate this issue by auto-filling saved fields in each ticket. When an employee is signed into his or her account on a mobile device, the basic fields are already captured. This means employees spend less time away from their work filling out forms, and can use that time to be productive and drive the business forward. 

5. Informational: Notifications on mobile devices keep employees informed

Emails are constantly flooding your employees’ inboxes, so how do you effectively keep users updated on the status of their tickets? Mobile service desk solutions should have the option to give employees notifications on their mobile devices so they can stay up-to-date on the status of their tickets. Employees can opt for text messages to alert them about updates instead of, or in addition to, emails. This also helps employees respond more quickly to an agent if follow up is required.

You can provide round-the-clock benefits of a service desk in the palm of your users’ hands by offering them a robust, yet easy-to-use mobile app service desk solution.

How would such a solution impact your organization? Check out the SmartDesk Solution Savings Calculator to find out. Please share your thoughts in the comments. 

Source: http://compucom.com/blog/why-your-users-need-service-desk-mobile-app

Publish Date: April 24, 2017


2022 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.) 
Knowmax

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.

8.) 
livepro

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.

9.) 
ProcedureFlow

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.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 



View more from CompuCom

Recent Blog Posts:
Improving Customer Engagement with In-store Selling AdvisorJanuary 21, 2019
4 Successful Retailers Innovating their TechnologyDecember 10, 2018
The Impact of 24/7 Service and Support with your Enterprise Mobility SuiteOctober 17, 2017
What to Consider When Selecting an IT Help Desk SolutionSeptember 12, 2017
How One Retailer Deployed Their Enterprise Mobility SolutionAugust 24, 2017
How a Self-service Knowledge Base Empowers Today’s WorkersMay 22, 2017
Why Your Users Need a Service Desk Mobile AppApril 24, 2017
Multiple Time-saving Benefits of Live ChatFebruary 21, 2017
The Happy Help Desk — Oxymoron or the Best Future for Your Mobile Enterprise?January 17, 2017
Benefits of Providing Service Desk ChoicesJanuary 12, 2017

CCWorld-TV

CCW TV PROGRAMMING

Centralised Healthcare System Managed By The Contact Center - Assistt (Turkey)
Jul 12

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 844 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =