HelpDesk

Published on May 2016 | Categories: Types, Instruction manuals | Downloads: 50 | Comments: 0 | Views: 472
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Content

Customer Care & Help Desk

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Content
         What is Help Desk? Who should use these? Features of Help Desk Hierarchy of Help Desk (Level of User) Flow of Help Desk (Working of Help Desk) Role of Customer Role of Coordinator Role of Specialist Role of Agent
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What’s Help Desk?
Help Desk application, provides first level support & assistance to the customer for immediate troubleshooting. Application maintains a library of complaint/problems with there likely solutions that can be suggested to the customer on line.

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Who Should use Help Desk
•Companies that provide Management Services. IT network

•The organization who want to provide instant solution to their customers.

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Important features
         Web based application (can be accessed globally) Centralised complaint management & redressal. Authenticated User Login (encrypted password) Categorized user / Complaint management. Instant solution & escalation process Tracking complaints and maintaining history of each Advanced search options Facility to Export to Excel & PDF format FAQ management & solutions for complaints.

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Hierarchy of Help Desk (Level of Users)
Customer’s The users seeking solution, enters the problem or searches solution for a particular problem

Coordinator
Person who categorizes the problem and assigns it to a specialist also updates complaint status

Agent

Person who attends calls/mails of customers and logs complaints on behalf of customers. Searches solution from FAQ & provides instant solution

Specialist Specialized person with ultimate responsibility for providing solution to customer. He updates the library of FAQ’s & solutions.
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Flow of Help Desk
(Movement of Problem)
Customer’s Specialist

Coordinator

Agent
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Customer’s Interface
Action that customer can take – filter records, add complaints, export data etc
Detail of logged user – last login date and current logged date

Personal Detail of logged user – Department, email id etc.

List of the complaint and its detail status

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Role of Customer
Basic role that customer plays in Help Desk are:
1. Refer FAQ – seek help from library (FAQ’s) 2. Log complaints to seek solution from specialist

3. See the status of logged complaints
4. View solution of the complaints 5. Filter complaint – pending complaints, closed complaints, etc

6. Accept or Reject solution of logged complaints

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Actions of Customer

Detail of complaint logged

File attached to clear the complaint

Customer can accept the solution if it solves the problem else reject it Click to see the detail of the complaint/problem

Detail Chat (complaint, solution) made between the concern persons

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Coordinator’s Interface
Detail of complaints – (closed, pending & Detail of unassigned) coordinator

Filter complaints View all the complaints detail

List of problems

Assign the selected problem to specialist

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Role of Coordinator
Role defined for coordinator are listed below:
1. Categorized the complaint logged by customer 2. Assign complaints to Specialist for solution 3. Reassigns the complaint to another specialist (when complaints are send back to coordinator by specialist) 4. View complaint history 5. View status of complaints

6. Initiates escalation process.

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Action of Coordinator
Edit and set priority and Component

Click to see the detail of problem

Assign the problem to specialist

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Specialist Interface

List of complaint for action Click to see detail

See the list of complaint not added to FAQ list

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Role of Specialist
Specialist roles are
1. Provide solution to problems / queries sent by customers 2. Add the complaint to FAQ (if the query is appropriate to be added) 3. Send back the complaints if it does not belong to their domain 4. Chat with customers and coordinator to get more clarification about problems
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Action that Specialist can take

Enter List of complaint solution waiting for action. Click to take action Send solution to customer Communicate with customer & coordinator Send back to coordinator, when problem does not belong to them See the list of complaint to be added in FAQ list

Attach file (if any) to provide appropriate solution

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Agent’s Interface
This is something unique feature that we have provide lets have a look Customer make call to agent => Agent easily gets detail of the user just by entering any one of search parameters
Enter any one parameters to search customer’s detail Click to get detail

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Role of Agent
Agent’s attend the complaint of customer either through phone or by email and enter complaints or problems on behalf of the customer
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Actions of Agent
To add new complaint or search solution from FAQ list

Click the name to fetch the details of the customer’s logged complaints Complaint history of the customer

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Adding Complaint
Process of logging complaint either from Customer’s interface or from Agent’s interface are similar => click on ReferToFAQ & Add Complaint add new
complaint or search solution from FAQ list Select Component => Module => Sub-module Fill the necessary detail and submit the complaint If solution does not exist in FAQ then Add Complaint Get the solution from the FAQ Detail list

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Adding Complaint in FAQ
Select Complaints are logged by Customer’s and Agent Component => Module => provided by Specialist. its solution are Sub-module the subject If these complaints are valid Change then they are added of complaint if necessary in FAQ list. Adding complaint to FAQ list are Shows the complaints/problem decided by Specialist. that are not yet included in FAQ list Change the format of solution

Click to Add the above complaint to Write FAQ List solution

Attach file if necessary

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Submit solution to FAQ Library

Conclusion
The key for having a successful business is not just coming up with a product that amazes everybody, but actually providing those who buy it, a support level that ensures customer delight.

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