In this video in our series on various IT Support service features, we look at how as a provider we avoid you having to repeat your issue to multiple engineers as it perhaps gets escalated, or passed to someone else. A common frustration when calling a helpdesk across industries. Watch the video or read the transcript below, then if you have any questions on our IT Support service – our contact details are also at the bottom.
When you’re looking to outsource your IT support service one of the things to consider is the ‘helpdesk continuity of call’. Wow that’s a mouthful!
But what we’re talking about here is, if an engineer is trying to fix your problem as, say, 5:30-6PM and they’ve been working on that issue for the last half an hour, to an hour but the next day looms! Consider that the engineers might actually be on holiday the next day so as a user – and you’ve logged the call – you want to make sure that you’re not repeating the same issue to the engineer the next day that would be a right headache for you!
The only way around that is if the engineer is logging all the case history in a great support system and that the Support Managers are managing the case history. So that when it hands over the next day it hands over to an engineer, the engineer can interpret everything that’s happened so you as a customer get a smooth transitional call all the way to a nice controlled closure. That will make your users very, very happy.