Set aside those tickets that ARE part of the daily business
Set aside those tickets that ARE NOT part of the daily business
Analyse the unsatisfactory client rating evaluation
Analyse users favourite content
Final steps
Conclusions
Can data supplied by your Help Desk drive decisions that helps you better understand your client needs and boost your organization KPIs like productivity or profitability? Let’s address this challenge by looking to data and features provided by www.HelpBus.online.
Sometimes navigating through support data might be time consuming if there is a huge number of tickets. However, that should not be skerry. A huge number of tickets is not necessarily an alert that something is wrong with your product or service. Help Desk is often accessed by the clients in order to learn how to use a product/service rather than as result of a malfunction. As such, we identified couple of paths to follow in order to drive conclusions and take action based on the data from the Help Desk.
www.HelpBus.online provides the opportunity to develop a community of clients that support each other. As such, some tickets might be closed even before being addressed by your Help Desk as the clients provides solutions to one-another. We will further assess those tickets addressed by the Help Desk but there is nothing wrong to include in the analysis the tickets solved with by the community.
Let us know how to improve the current recommendations by leaving a message “Check with community” section.
Depending on the complexity of your product/service tickets are normally opened and closed in no more than one business day.
Usually, with www.HelpBus.online your Help Desk would reply to the open tickets with a link to the specific section in your product/service documentation that address the subject of the ticket. No more that one-two message exchanges should be required between your Help Desk and your client.
| Step | Analysis to be performed | Actions to be considered |
|---|---|---|
| 1 |
Out of them select those tickets that are opened by new clients on the same or similar topics. Those topics might indicate something in the product/service documentation - a subject that is not fully addressed or that is not addressed at all. Some clients are learning about products/services by contacting the Help Desk and not by reading the related documentation. The selected topics might also indicate something in the marketing materials that creates a client expectation not fulfilled by your product/service. |
• Clarify the product/service documentation; • Adjust the marketing materials of your product/service; |
| 2 |
From the rest select those tickets that are on the same or similar topics. Assess also if they concern a certain stage in the use of your product/service. Those topics might indicate something (maybe a malfunction) appears at a certain stage in the use of your product/service. Those topics might also indicate that at a certain moment a change appeared in your client requirements and they try to find out if your product/service can be used or not to fulfil that new purpose. Usually, a change in the legislation or in the standards might be the driver for your clients to open such tickets. (ex. An accounting software might need adjustments due to the changes in the fiscal legislation. A change in the environmental standards might trigger a need for a change in the use of certain equipment that is generating too much CO2.) |
• Provide details on troubleshooting, provide updates/patches and/or provide information on the options to purchase supplementary accessories in order to address malfunctions that might occur during the lifetime of your product/service. • Provide details on best practices for the use of your product/service in order to avoid/delay malfunction occurrences; • Adjust your product/service documentation in order to address related new legislation and/or changes in standards; |
www.HelpBus.online can assist you during all the actions above not only to navigate through the tickets, classify them and identify the bottlenecks, but also to apply fast updates to your product/service documentation, to distribute the documentation updates seamlessly, to keep track of all the updates you are making to your documentation and to assess, in such way, the impact of any change. On top, the “Updates” section allows your clients to follow with ease the complements you add to your product/service documentation.
By having available your product/service documentation on www.HelpBus.online you might be successful to avoid or at least to diminish those situations where clients have different expectations from your product/service. Making available user specific documentation to the clients before the purchase, helps them to set clear expectations and to develop a deep understanding of the features and the value your product/service offers.
Clarify the product/service documentation Sometimes information is available but it is not “there for the client”. In such occasions you might need to add the information to a place where is more visible, much easy to access for your client. That means you might need to make information more user friendly. It can be achieved by providing more information. Sometimes you might have a text that can be complemented by images. However, images might also need improvement. A step forward might be to add a short movie.
Your documentation on www.HelpBus.online can contain text, highlighted text, images and short videos (mp4). Documentation generated by the platform is versatile. When distributed as hardcopy or PDF electronic format short movies are displayed as any other image.
Usually, as result, you will remain with those tickets that are pending answer outside of the daily business term from various reasons that we will analyse further.
| Step | Analysis to be performed | Actions to be considered |
|---|---|---|
| 1 |
Check if the information that is subject of the ticket is available; Check if the product/service meets the client expectations described in the ticket; |
• Update the product/service documentation to address the subject of the ticket; |
| 2 | The ticket remains open after it is addressed by the Help Desk, despite, accordingly with your organization standards, “proper answer” has been provided (for the selection consider that sometimes this type of tickets might be closed after an answer is provided by the community); | • Assess if what you consider “proper answer” is not failing to address your client need; (ex. The answer is vague or general. The client is dismissed with standard answer that is not fully aligned with the subject of the ticket …etc.) |
| 3 | The ticket remains open after it is addressed by the Help Desk, because no “proper answer” has been provided (for the selection consider that sometimes this type of tickets might be closed after an answer is provided by the community); |
• Assess if there is a proper level of easiness in using the product/service. Both your client and your Help Desk might have difficulties in understanding the product/service; • Train your Help Desk staff. Failing to provide proper answer might be either due to lack of well documenting the ticket, either due to lack of proper knowledge of the product/service. An analysis must be conducted to distinguish among the two before setting the training curricula for the Help Desk staff. |
There are rare occasions when unsatisfactory evaluations are arising, however they are much ease to identify and to assess them, while previous procedures that supposed to navigate through tickets. The reasons behind can vary and might be due to the client, to the Help Desk or to the product/service challenge that you need to address.
Usually, clients will set content as favourite whenever a feature of your product/service has a certain degree of complexity that will require your client to remember how to use it. Analysis of the favourites shall provide you with hints on what you need to simplify to your product/service.
After performing the three sets of analysis above, the following actions shall be considered as well:
- Assess if product/service can be improved in order to meet your client requirements and publish the conclusions of the assessment;
- Update documentation to point to the product/service in your portfolio that meet the specific requirements of your client;
- If no solution, update documentation, so client is informed and is able to set clear expectations;
| Powered by: |  |
Accesați pagina web www.HelpBus.online și căutați cea mai recentă versiune a acestui document,
sau faceți clic pe linkul de mai jos dacă citiți acest text pe un dispozitiv electronic:
Follow Me on HelpBus.online
HelpBus / Use data to drive informed business decisions
By systematically analysing tickets, especially those from new clients or those addressing recurring topics, organizations can identify gaps in documentation, unmet client expectations, or areas where products/services in their portfolio can be improved.
| 0 0 |