Reduce Support Tickets
SUPPORT DESK OPTIMIZATION
We create support desk systems and put in place the processes required in order to give your customers the best experience possible, at the time when they need your help most.
Every support ticket that comes to you has a cost associated with it. If the ticket needs to be escalated from the most junior and least experienced help desk agents (level 1) up to your most experienced agents, then the costs increase dramatically and the time to resolve a ticket increases. This jeopardizes Service Level Agreements (SLA's) and decreases Net Promoter Scores (NPS).
Many customers would rather find the answers themselves and "self-service" without needing to interact with an agent at all. We put in place the Knowledge Bases required for this, as well as the forums and discussion groups that feed into you product roadmaps. This reduces the number of support tickets raised and releases your support agent time.