If you’re on an IT team, you already know there’s a mountain of tickets waiting for you – every single day. It’s just a part of the gig.
Things break, errors happen, and people will always need help from IT and service teams. But what if we told you we have a few tips to help take your process and streamline your customer’s service desk experience? Your service desk needs to be top notch – it’s the first thing people see when they need help so you have to make the experience count.
Some of the world’s most respected brands employ some seriously innovative solutions when it comes to their service desks. Find out what they did to turn their average service desks into IT super-centers with these five tips.
1. Listen to your customers
Seems obvious, but listening to your customers is the single most important thing you can do for the health of your company. At CSIRO, or the company that invented WiFi (no big deal), customers wanted options when it came to getting help: they wanted to email IT but they also wanted a service desk. Customers were afraid of change but were also attracted to new capabilities to be more productive, even though they didn’t want to let go of email.
IT teams usually avoid email because it’s not as functional as a service desk for a million reasons like information collection, SLAs, tracking tickets – and the list goes on. But people love email because it’s easy.
CSIRO listened to their customers and implemented both a service desk and an email channel for support. Because the service desk option was so effective, CSIRO processed twice its normal volume of requests and saw a 30% reduction in email traffic. By keeping it easy to use, tickets weren’t piling up in the inbox. Instead, they were in the queue where agents could easily manage and resolve them.
See, your mom was right, it’s important to be a good listener.
2. Say yes to self-service
“The journey of a thousand miles begins with one step.” – Lao Tzu
Meditate on that for a few seconds. Trust us, we’re going somewhere with this.
Alex Stillings, IT Manager at Twitter, was in a bind. His IT team was faced with an overwhelming flood of email requests. But, they had no way of scaling. The company was suffering from something called the “Black Hole.” As employee service request volume skyrocketed and new requests seemed like they were flowing into the void perhaps never to be seen again, the big question was how could Twitter continue to provide great service to employees while growing like crazy?
The answer was self-service.
Twitter’s internal IT team built a knowledge base to answer fundamental questions. They deflected a number of tickets by automatically surfacing knowledge base articles tagged with relevant keywords. Twitter saw a dramatic dip in email support from 95% to only 15% – all by building out their knowledge base to help employees help themselves.
3. Keep it fun and innovative
People often prefer to discuss their IT issues in person – they’re all about the “walkup.” But walkups can be a service team nightmare. That’s why Rick Wacey, IT Owner at Spotify, wanted to devise an innovative way to embrace walkups. These people were his co-workers; he needed a way to get crucial information while keeping it casual and friendly.
During Spotify’s innovation week, Rick and his team created an iPad kiosk for service requests.
Employees could still talk about their problems with the IT team but important information to help some the problem would also be logged into the iPad service desk. Rick successfully figured out how his IT team could stay on top of tickets while maintaining the human element in the process.
“It raised the reputation of IT at Spotify” – Rick Wacey, IT Owner at Spotify
4. Define the right metrics
In the IT and service world, the right metrics are a big freaking deal. If you’re looking to solve the Rubix Cube that is IT, you can’t manage what you don’t measure.
Carol Johnson, IT Director at The Daily Telegraph, needed a service desk miracle – they outsourced their IT, and the results were not good. The outsourced provider focused on the wrong metrics: rushing to meet SLAs, instead of actually helping the customers, and leaving issues unresolved.
Carol’s team brought the service desk back in-house and focused on customer-centric metrics. As a result, The Daily Telegraph’s customer satisfaction jumped by 140% with ticket resolution time improving by 66%.
5. Service desks aren’t just for IT teams
Just because one service desk streamlines the IT and service departments, it doesn’t mean that other teams can’t also benefit from them.
Consider setting up multiple service desks across your business. If setting up multiple service desks across HR, legal and finance operations worked for top tier companies like CSIRO and Twitter, imagine what it could do for your business. Check out our latest infographic highlighting some amazing IT service desk results from some forward-thinking companies:
What did your IT team do to score maximum points in cutting down the queue? We’d love to know your top IT superhero tips so drop us a comment below.
And if you’ve found some good ideas in here, please share this on your social network of choice so other IT teams can level up their superpowers too!