3 December 2018

This week in Labs: TOPdesk's very own Chat

Why wait till January to start with a new resolution?

Sometimes, your callers need a one-on-one conversation to get their answer. But what do you do when calling is too disruptive and inefficient for your service desk? Walk-by support has certain benefits, but physical boundaries often make it far from ideal. Chat is a solution to help you in that.

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16 November 2018

Tap into the power of the crowd with peer-to-peer support

In every organization, there are power users who've immersed themselves in all features and quirks of (niche) applications. Do you currently have ways to harness this slumbering knowledge? It is what peer-to-peer support is about: making this knowledge accessible.

With the new Sharing calls feature, TOPdesk facilitates this emerging collaborative support channel.

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14 November 2018

Guides to service excellence

You may have heard of our new tagline: Guides to service excellence. But what does it mean?

To answer this question, we created this video. It shows a little bit of who we are. What we strive towards. And how we help you achieve service excellence.

 

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24 October 2018

4 steps for offering every customer a custom service portal

How do you offer your customer a unique customer experience, quick and bespoke service, without spending unnecessary time on it? How do you make it even easier for the customer to find the right information, so you can reduce the burden on your service desk is reduced and the customer is helped faster, while managing your portal doesn't cost extra time? As a consultant, I'm reguarly asked these question. Read on to find how in 4 steps you can filter relevant content for your users, help them find answers more easily and speed up the handling of your service desk.

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5 October 2018

All customer agreements in one place with Work Instructions

You’ve been working hard to standardize the services you offer to simplify your processes. However, you’ve just closed a deal and you want to accommodate certain agreements within those standard services. Think of a customer who wants to receive an update email when a certain problem has been solved. It’s the small things that count and we aim for service excellence, right? And how do you ensure that everyone is aware of the agreements? Read on to find out how Work Instructions solves this problem for you.

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12 September 2018

Empower your callers and let them share calls


Editor's note: this post was updated in February 2019.

Disruptions in your services often affect multiple persons. And when callers have raised a ticket about a broad issue, they might want to keep colleagues in the loop. For users who share the same job, passing on information on filed requests is sometimes even considered part of their work.

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21 August 2018

Self-service versus chat: is chat the way forward?

We get it. At TOPdesk we advised you to set up a Self-Service Portal, and you’ve followed our advice. Once you implemented your portal, the phone stopped ringing and customers now use it 90% of the time to request your products or services. Good job! Four months later, and you hear about the scheduled launch of a new TOPdesk chat module. Hang on – is TOPdesk now suggesting that you should go back to 1-on-1 conversations between customers and service desk staff?

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16 August 2018

Improve your service organization's efficiency with chat

Working at a service organization can be challenging when it comes to time management. When you are in the middle of investigating a server error, for example, customers still expect you to be there for them to help in installing a software update. From a customer’s perspective, sometimes you just need someone to help you with an issue. Using phone can be rather disruptive. So how do you offer effective and constructive interactions with your customers – even when it’s rush hour at your service desk – while still being able to pick up planned activities?

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15 August 2018

How chat improves your customers' experience

Humans share an urgency to interact with one another. We all like to talk, touch, text, wink, and receive some kind of reply. The way we like to interact, however, differs from person to person. At work, for instance, some people prefer receiving automated feedback, while others would rather get an answer face-to-face. The way a message is conveyed has a big impact on how the receiver interprets and values it.

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1 June 2018

Going the extra mile: improving customer satisfaction with duration reports

Do you want to improve your customer satisfaction, but are you unsure where to start? Are you not meeting the response time agreements you have with your customers but is it unclear why? You can now use the duration distribution report to gain a deeper understanding of the life cycle of a request in your organization. Identify the potential bottlenecks in your organization by reviewing how long requests stay on a certain status or operator group, and gain more control over your processes.

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