Service desks are a customer service function, but they are also a cost center. They are expected to provide stellar customer service, but they do not have the resources necessary to do so. This blueprint will help you achieve higher user satisfaction and lower cost per ticket by following our three-phase methodology:
- Define which channels will be prioritized.
- Identify improvements to these channels based on best practices and our members’ experiences.
- Streamline your ticket intake process to remove unnecessary steps.
Adopt a continual service improvement mindset and make gradual changes to ticket intake. Focusing on a small number of improvements each quarter will allow you to sustainably improve customer service.