Your Challenges - Helpdesk Management

Know what's really driving customer problems

It's good that your customer helpdesk reacts fast. But that's often about fixing the symptoms not the causes. How much more effective could your organisation be if it could identify what was eating away at its customer relationships, and why some customers have more issues than others.

Are we looking after our customers as well as they expect?

When customer issues arise, you fix them. But what if you had the data to peer beneath the surface, to see if there are hidden patterns? That would tell you in an instant that there's a mismatch between what you're doing and what customers think you should be doing.

Are we resolving problems within the agreed time frame?

Your SLAs tell you how soon you should be resolving problems. But how do you know you're meeting your obligations? And how do you prove you're on target to a customer that thinks you're falling short?

Are there recurring problems anywhere in the system?

When problems recur, it means you're getting something wrong repeatedly – that there's a fault line somewhere in your organisation. But how do you know there's an underlying problem if you don't have the tools to spot trends in customer calls or clusters of complaints?

Are problems affecting sales?

How useful would it be if you could map sales performance against customer issues? Would that data tell you that customers put more value on some aspects of customer care than they do on others? Would it prompt you to put more resources into the issues that have a direct effect on revenue?

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