In this article, you will learn What is IT Help
Desk? A knowledgebase is, without
doubt, one of the most important tools your IT service desk needs. Without a
knowledge base, the organization runs the risk of inconsistent support, long
phone calls, and unhappy customers to name a few.
A knowledgebase also contains articles that help end users/customers
solve their problems, lists of frequently asked questions (FAQs) and technical
documentation that support staff can access to answer more specialized
questions.
If you are still not convinced and fully integrated - or if you need to
convince the powers worth investing - I have compiled this list for you! You're
welcome.
Here are 10 benefits for your IT service center and IT support and IT
service management (ITSM) activities in a broad sense, thanks to the
implementation of a knowledge base.
1. Improve your customer satisfaction score (CSAT)
A knowledgebase contains articles that an end-user or customer can use
to solve their problem. They simply research their problem, select the object
that will help them and follow the instructions to solve it. The customer
immediately gets what he needs, solves his problem and does not have to pick up
the phone or register a ticket.
Happy days!
If he needs to call the IT help desk for assistance, the help desk agent
can then use the knowledge base to: direct the customer to the correct article
so that he can help himself or refer to an article for solving the problem
directly, resulting in a closed ticket with minimal time on the phone.
A customer who solved the problem in minutes or didn't have to contact
IT support is probably a satisfied customer.
2. Conservation of knowledge
You will often find that companies have a computer support center hero,
someone who knows all the fixes for each incident or at least knows who to go
for the job. Although these people are wonderful people, they can also cause a
lack of urgency in documenting knowledge.
Colleagues will ask the hero difficult questions instead of learning
what to do, thinking, "Documentation can wait because the office has
someone who knows what to do and there are more urgent tasks to deal with.
Anyway."
It will be fine until ... the hero leaves. Now you're stuck. All
knowledge available for the IT help desk has disappeared. That's right.
Overnight Disappeared. Not anymore
A knowledgebase ensures that this does not happen: everything is
documented, classified and carefully organized in a single knowledge sharing
solution.
This time your hero is gone, but not knowledge. In fact, you now have a
team of heroes because they all have the same knowledge at hand.
3. Improve SLA statistics
Having trouble reaching your Service Level Agreement (SLA) goals? A
knowledgebase can help you because it helps your service desk agents resolve
incidents quickly. A ticket arrives, the agent checks the knowledge base to
find the information he needs, follows the steps of the document, the problem
is solved and the ticket is closed.
Also, if they can't solve it, the document tells them which team should
help later so that the ticket arrives with the right team of solvers and
doesn't bounce around looking for a house.
4. Improve the first time correction rate (FTF)
Service desk agents may not know how to resolve an incident that occurs
with them. Without reference articles, your agents will waste time asking
questions and wondering where to go for resolution.
It is much faster, much simpler and much less stressful for staff if
they have a place to find what they need, when they need it, that is, a
knowledge base.
5. Adapt quickly to changes
When the IT helpdesk has a knowledge base, you have space to store new
documentation immediately. This means that when your organization is asked to
support new technology or service, you can quickly recover it and provide
quality assistance from day one.
There is not too much time taken to train officers and hope that they
can remember what needs to be done. The documentation is simply classified and
inserted into the knowledge base ready to be put into service.
6. Reduce the volumes of incoming tickets
When customers use the organization's knowledge base to solve their
problems, there is no need to register a support ticket with IT support.
The knowledgebase can be made available for research in the self-service
portal before the customer can access the area to register a ticket. If the
document found helps them, just click to exit and resume normal daily
activities. Work is done!
7. Reduce call waiting times
Since your service desk agents have the knowledge necessary to resolve
incidents in an easy-to-find the solution, the duration of their telephone
communication with end users / customers are reduced. Instead of putting the
customer on hold while asking questions (to colleagues) or rummaging through
the training notes, simply Search for the document he needs, solve the problem
and go straight to the next call.
Faster resolution means more calls answered so customers spend less time
waiting in line for help.
8. Reduce your training time
It's always nice to see a new agent comes into your IT service center,
but at the beginning, it can be a burden: someone else in the office is out of
daily work (answering calls and solving tickets) because he has to show the new
block what it must be done.
Depending on the extent of IT organization support and the number of
tickets managed by the IT help desk, the training period for new employees can
take weeks and team statistics maybe affected.
If you have a knowledge base, this training time can be drastically
reduced: your new agent gets the essence of what's going on and how it should
work, so he takes care of himself and learns about the job by using the
knowledge they need it for.
It also encourages new staff to get up and running quickly, rather than
relying too much on more experienced officials.
9. Avoid duplicates (and associated costs)
A knowledgebase can prevent service desk agents from answering the same
questions over and over again. You can archive an FAQ document that is made
available to all customers so that they can browse at their convenience.
Since the knowledge base can also be used by customers to solve their
problems, it prevents agents from repeatedly making simple corrections.
Not only does a knowledge base enables your customers, but it also
allows your agents to engage in a more interesting and varied workload.
10. Cost reduction (without lowering quality)
By saving time to service desk agents, reducing incoming ticket volumes
and reducing the duration of support calls, it is likely that a knowledge base
will also help your IT organization saves money. money for support costs. In
addition to reducing costs, you can be sure not to reduce the quality of the
support (if you improve it), as the support is consistent, fast and efficient.
A 24/7 knowledge base is also available, so if the IT support center is
closed overnight or for a holiday or weekend, the customer can always step in
and find the solution he needs.
Finally, a knowledge the base has the power to create a more pleasant
working environment for staff and end-users/customers, speeding up resolution
times and removing the stress of agents helping their support. In addition to
saving money for the organization in terms of operating costs, it also
guarantees a constant level of support and quality.
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