Contemplating on how to make IBM End Users feel confident, assured, and empowered through self-service IT Support
End Users don’t want to learn how to use the support site, they just need to use it to resolve the issue at hand and move on. Displaying a large amount of information to End Users on the support home page will just overwhelm them and make them feel helpless. The user is more likely to try to get help by seeking an assisted support channel that is more expensive for the company
Below are few of best practices widely used in the industry….
Make it easy to find and use:
• Focus on design simplicity for your self help website
• Understand the content most often used by visitors, place this content prominently, and you’ll get a big bang for your screen real estate.
• Ensure that the knowledge in your self help website is properly optimized with updated content for easy information retrieval.
• Invest focus on search engine optimization; make sure support pages are indexed, tagged or ranked, so that support content shows up in these search results.
• Offer product images or icons as the starting point of the service experience.
• Direct users to the best content. One option is to generate a list of frequently asked questions. A second way is to build a link to the content others found useful at the bottom of individual help pages.
Understand Your User’s Issues
Most End User goals for self help can ultimately be distilled down to two objectives:
• Find information. The End User is looking for self-help service and wants to locate some information to resolve a issue
• Get help. The End User feels that the problem can’t be resolved with self-service and is seeking a knowledgeable human being for assistance.
Content tha...
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...example of behavior modification is the priority offering on an assisted channel such as phone support to End Users who have already visited or tried to resolve the issue. This may involve providing End Users with a reference number to enter via an automated interactive voice response system when they call for support. These End Users can then be taken to a special higher-priority queue instead of waiting in a general queue.
Conclusion:
The Web self-help content and services of today’s are in the path of continuous improvement. It may feel overwhelming to adopt all the best practices at once. It often takes years to implement all the concepts and increase the level of maturity to provide amazing End User experience. Researching and understanding the concepts is the first step in the journey of continuous improvements and Delivery Excellence in the self help space.
● Handle client services in-person, via phone and in writing including appointment scheduling, payment acceptance and problem resolution
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
According to Tuncay Bayrak, in his paper, IT Support Services For Telecommuting Workforce, in new era of technology, organization faced many radical changes. The changes involved from traditional workplace into more technology ways. With the existence of various types of software that enable long-distance communication, telecommuting workforce has been evolved. Nowadays, the organization was transformed to become a network-based operating structure where employees are not tied to the workplace. Every day, the rank of telecommuter job continues to grow. Telecommuting job allows employees to work from home or remote locations across the world. The question is what is the different service support that was provided by the organization for telecommuter and traditionally employee in a regular office. The aims of this study are to explain many types of support service for telecommuting employee that can be provided and the different support service that needed for telecommuters and desktop computing. The goal of this paper is to provide a framework to help IT manager to solve the issues in increase their potential benefit of providing good support service.
There are many things that goes into a client seeking help out of the human service system. For some, it is because they realize they have a problem that they the help of a professional. For others, they need to be told by their family that they need to seek help. For others, they have safety needs and that’s why they seek help, or they have physical needs and know that without help they will not have any of the basic needs of life.
Asking questions to gain information, clarify ambiguities and adequately understand requirements: we have to ask to customers what their needs, why they don’t happy are with our services .if they want more clarification about our products then we have to give them.
Diversify - It is important to include energizers within our network and involve the right kind of people
Verification- The goals need to be specified and the counselor and the client should discuss how the client will know the problem has been solved.
Beresford, P and Harding, T. (1993). A Challenge to Change: Practical Experiences of Building User-led Services.
Why is customer support such a crucial part of an organization dealing in Garcinia Cambogiasupplements?
What is true 100% of the time, however, is that when a customer reaches out for service, she wants to be heard and feel like the person on the other end of the conversation truly understands what she’s going through. Customer service can’t always deliver solutions, but it can always deliver empathy. The impact of customer emotions cannot be ignored. Remember that customers who contact support have tried everything else themselves already. As a live service rep, you are their last hope before they give up—maybe on
• If the individual is authorized to be on site, offer support in directing him/her to his/her destination.
Egan, G. (2002) The Skilled Helper – a problem management and opportunity-development approach to helping (7th edition), California: Brooks/Cole.
Consumers desire timely, resourceful help at their fingertips. Plus, the cost of call centers can be expensive and difficult to manage.
Schein, E.H. (1990). A general philosophy of helping: process consultation, Sloan Management Review, Vol. 31 No. 3, pp. 57-64.
client needs but to also help the client to understand each step that they will/need to take