If you’re leading an IT team, you’re probably wondering how to optimize its process when your team members are busy facing a mountain of tickets every day. However, all it takes is making some adjustments here and there to streamline your customer service desk experience and help your IT teams soar to new levels of productivity.
In this article, I share 5 tips to help you improve the work of IT teams with specialized tools.
1. Invest in self-service
If your team is flooded with an overwhelming number of requests that ask for the same things over and over again, it’s a clear indication that you need to create a self-service resource for your customers. Did you know that 70% of customers now expect a company’s website to include a self-service application?
That’s right; many customers actually prefer to solve problems on their own instead of writing to the company and waiting for an answer. That’s why investing in a knowledge base for customers is such a smart idea.
But how do you get started? You can create such a resource using a tool called Confluence. Confluence is an enterprise wiki platform that helps organizations create comprehensive project documentation and collaborate on documents. However, you can also use the platform to provide your customers with guides and manuals to solve problems on their own. That way, your agents will have more time to focus on with complex issues instead of dealing with the same issues over and over again.
By integrating confluence with another Atlassian tool called Jira Service Desk, you’ll be able to create an intuitive customer portal where customers get links to helpful content as soon as they start typing in their problem.
2. Focus on the right metrics
Information is everything today and no wonder that IT teams feel the pressure of meeting specific metrics. But focusing on the wrong metrics can lead to disastrous consequences when providing customer service.
If your team concentrates on a meeting SLAs instead of actually helping the customers, you’ll be in trouble. Another common tendency in teams is leaving issues unresolved instead of officially sending them to the second line of support, just because they’re not sure how to proceed.
By focusing on customer-centric metrics like ticket resolution time or customer satisfaction, your team will get their priorities straight. And that’s important not only for their productivity but also the quality of customer service you deliver.
3. Always listen to customers
Your IT team is probably not very fond of email because it’s way less functional than a service desk, starting with information collection to tracking tickets and meeting SLAs. But customers might like email, and if they do, you should consider giving them at least the option.
By implementing both channels for support, you will be showing that customers’ preferences are important to you. Moreover, if you make your service desk option much more useful than email, you will see the reduction of email traffic top. Keep your service desk easy to use and intuitive, and you can be sure that your team will never have to deal with tickets piling up in their inbox.
4. Provide your team with the right tools
Even the best teams are only as capable as their systems and resources. If you want to make the most of your IT team, you need to invest in the right tools that help to cut down the manual labor, automate tasks and improve the accuracy of delivered service.
Implementing a structure that offers team transparency and clear metrics is the first step to making your IT team more productive. An example of a tool that accomplishes that is Jira Service Desk. In Jira Service Desk, IT teams can rely on a set of automatic rules for prioritization and triaging of requests. Moreover, they can create an intuitive customer portal to help customers use the service and have a great experience.
Jira Service Desk is an excellent option if your development teams use another Atlassian tool, Jira Software. These two tools integrate very well with each other, providing support teams with a smooth method for communicating and collaborating with developers, allowing to solve problems quicker.
5. Streamline your workflow
Make sure that your IT team knows what to do, when. You can do that by defining a workflow that clearly says when given the request is supposed to be passed to the second line of support and what to do about it next.
If you’re using a service desk tool, make sure that your workflow takes advantage of the features and functionalities included in it. And once you develop a formal workflow, train your team members to make sure they know exactly what to do.
Have you got any questions about how to take advantage of Atlassian tools for IT teams? Reach out to me at firstname.lastname@example.org; I advise companies about technologies that boost the productivity of their IT teams and provide quality support to their customers.