When calling in for IT help desk support, there are some days you may be faced with waiting on hold. Instead of holding, what if you could use that time to be productive? At Systems Engineering, we recognize your time is valuable. Our latest enhancement offers you the choice to save your place in line, giving you some time back in your day. This provides you with flexibility when calling help desk during peak times.
Our dedication to superior customer support and providing the highest service level with each client interaction occasionally creates customer wait times. To improve this experience, we have enabled call-back functionality for all inbound IT help desk support calls.
New Call-back Functionality
Calling in for IT help desk support will remain the same as it had been since our most recent call routing enhancement in July 2020. After placing a call to the help desk, you are added to your appropriate support queue. If your help desk support team is experiencing a delay, you will now be presented with an option to register for a call-back rather than wait on hold. If you choose to register, your place will be saved in the queue so you can disconnect your call to engage with other priorities. Once a team member in your help desk support group is available, an automatic call back is initiated.
Our goal at Systems Engineering is to be continually improving our customer satisfaction. We hope this latest enhancement will allow more flexibility in your day when calling our IT help desk support. If you are interested in learning about our other recent enhancements to help desk support, continue reading the details below from our previous blog released in July 2020.
New Help Desk Routing Process
On July 6, 2020, Systems Engineering adopted a new help desk process to enhance customer service and respond to recent client feedback. We have been collecting customer responses since early January 2020 through a closed ticket customer satisfaction survey. This survey gave our customers the opportunity to provide positive, negative, or neutral feedback regarding our service, and any suggestions they may want to put forward.
We implemented the feedback tool in January and were happy to report a 97% Customer Satisfaction Rate (CSR). Despite this positive rating, some clients expressed a desire to connect more regularly with the same representative and have a specific go-to person for their company. We couldn't agree more!
Previously, when a help desk ticket was received, it was routed to one of our 13 available help desk representatives. After hearing the feedback from customers, we decided to enhance our process to ensure clients continue to receive the most personalized service possible.
A new routing process was launched, designed to personalize the help desk experience while also speeding up resolution time. The plan segmented our team into three groups centered around their expertise within specific verticals. The groups can then develop a deeper relationship with end-users and a greater familiarity with individual customer environments. We hoped to have a positive impact by decreasing the time to resolution of any issues while providing more personalized service. This new process began July 6, 2020.
Stephen Foley is the Help Desk manager at Systems Engineering. He provides support to our end-user technicians regarding technical software, hardware, and network support for professional services client requests.