Helpdesk is constatntly developing to satisfy department needs. Key development points are integrational. For example, due to system API development and its connection to the website or CRM-system personal account or due to adding of new reports for customer needs.
There are two main tasks in our department, as well as in any technical support service, that indicate of good processing of electronic requests from customers. They are answer quality and processing speed.
CUSTOMER SERVICE DEPARTMENT CHIEF, RETAILCRM
Helpdesk-system main features:
User-friendly message history between the customer and the support service specialist. Even if responsible colleague is not available at the moment and cannot answer the request, the person substituting him can get acquainted with all conversation on this request and continue answering to customer. Besides the concrete request history, there is general request history, using which you can quickly find the question you are interested in (for example if customer refers to the old request, but doesn't remember its number).
Building working process in such a way, that support team members didn't miss the requests and processed them on a point of order. This is achieved by means of convenient request registry, which can be tuned in different ways and for different tasks. For example, if requests are processed according to priority and by different specialists, then each specialist works with registry using his personal settings.
Integration with redmine task tracker by numbers and statuses of connected tasks, if a task was set during cosideration of customer question, we can specify its number in the request. And further on, when the task is completed or a specification is needed, the request to Helpdesk will automatically change its status and notify specialists, that a message to customer should be written. In addition to this you can set standart message sending upon completion of a task, that will also speed up the time of request processing.
Also, there are several small settings that allow to automate the work with priorities, show delayed or expiring messages, monitor new requests using personal e-mail box.
Analytics widgets and filters help to control specialist's work. To estimate specialist's work we use: quantitative indicators, speed of answer, activity estimation by requests (due to history). Also, the quality of answer is analyzed, answers of specialists are examined, search for taboo words is performed using filter.
We do not stop on this data and are now developing new types of analysis, that would allow:
— estimate specialists' working efficiency (answer speed, work scope, time spent on requests);
— the amount of incoming requests from customers.
This data will allow to see the amount of work and general load of the department — how effective the work of this or that specialist is, and predict the increase of requests number from customers.
Also, what is planned, is the implementation of work quality estimation forms and building analytic reports on them. And also, a list of small modifications, that will improve system functionality.