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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

KPIs For Knowledgebase Software

Yes, it is important to build a knowledge base to help increase first call resolution, provide consistent answers and stop your team from reinventing the solution every time the same type of call is received by the call center or IT help desk.  A great knowledge base software tool should also have exceptional Real-time Reports. You should be able to generate the following Real-time Reports about your knowledge base and employees to lead your organization.

  • In ten seconds or less, can you determine which employees are generating knowledge records and at a very granular level can you determine if this knowledge is solving problems?
  • In ten seconds or less, can you determine what categories of knowledge employees and customers need?
  • In ten seconds or less, can you determine the quality of knowledge by user ratings and how often knowledge records were used to solve problems?
  • In ten seconds or less, can you determine if an increase in knowledge records is causing an associated increase in First Contact Resolution?

Does your firm provide valuable incentives to reward employees for building and maintaining a high quality knowledge base? People need to know that you can measure their contributions and differentiate between employees on the help desk or in the call center. If you provide some valuable incentives to motive people and you can measure the value/quality of knowledge over time...just watch your high performers..they will seek to impress and help you build an outstanding knowledge base.

Let everybody know about the incentives that are available. Think iPods, iPhones, digital camcorders and cameras or some of the bling on display at http://www.ubergizmo.com/15/archives/bling/  It will actually be cool to work on the help desk or in customer service.

Here is a White Paper with more detail. https://www.givainc.com/white-papers/customer-service-best-practices.htm

If You Can't Measure Customer Satisfaction, You Can't Lead

Any good help desk and customer service software should allow you to, in ten seconds or less, measure overall customer satisfaction as follows:

By Service Group

By Analyst

By Call Category

By Root Cause

 

           Further by time:   This morning, Yesterday,  Last Week, Last month

           Further by:  Region, Country, Office,  Department, Customer

 

Also, in ten seconds or less, can you also review survey comments made by customers?

If you have to spend hours preparing reports, that will not allow you to react in Real-time to important customer situations. Reports are everything!

Thanks for reading.

You may find this White Paper interesting. https://www.givainc.com/white-papers/customer-service-best-practices.htm

Leverage a Knowledgebase To Solve IT Problems

If you are evaluating help desk and customer service software these are some key features that you should look for when assessing the the knowledge base capability.

FAQ and Most Frequently Used

These allow both agents and customers to leverage a list of common questions and answers in the knowledge base software application. An FAQ can easily be set-up by specifically designating that a knowledge base record is included in the FAQ listing. A Most Frequently Used listing of knowledge base records will leverage the knowledge base and help customers and Agents to quickly find answers.

Problem Solving Score- Knowledge Base Record

When a knowledge base record is used, a "Problem Solving Score" is incremented. The search engine utilizes these ratings to prioritize subsequent knowledge base search results. Reports use the “Problem Solving Score” to indicate which knowledge base records have the highest value and which may need improvement. A knowledge base software system should learn and get “smarter” over time.

User Rating Score-Knowledge Base Record

An Agent can rate knowledge base records each time they are used. The search engine utilizes these user ratings to improve subsequent knowledge base search results. Reports use knowledge base record ratings to indicate which records have the highest value and which may need improvement. A knowledge base software system should learn and get “smarter” over time.

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

Thanks for reading. Enjoy the weekend.

Provide Consistent Answers to Customer's Questions

What benefits can companies expect from a Knowledge Base and Self-Help Knowledge Portal?

Some benefits of a Knowledge Base software system correlate directly to bottom-line savings, while others are more difficult to quantify. In today's information-driven economy, companies uncover the most opportunities — and ultimately derive the most value — from intellectual rather than physical assets. To get the most value from a company's intellectual assets, Knowledge Management practitioners maintain that knowledge must be shared and serve as the foundation for collaboration. Yet better collaboration is not an end in itself; without an overarching business context, a Knowledge Base is meaningless at best and harmful at worst. Consequently, an effective Knowledge Base software system should help a company do one or more of the following:

  • Foster innovation by encouraging the free flow of ideas
  • Improve customer service by streamlining response time
  • Boost revenues by getting products and services to market faster
  • Enhance employee retention rates by recognizing the value of employees' knowledge and rewarding them for it
  • Streamline operations and reduce costs by eliminating redundant or unnecessary processes
  • Increases customer satisfaction since a knowledge base portal is available 24 hours/day

 

Source: CIO Magazine. The ABCs of Knowledge Management, Megan Santosus & John Sermacz

If you would like a White Paper on this topic please download it at:

https://www.givainc.com/white-papers/help-desk-best-practices.htm

Thank for reading! Please let me know the topics that interest you.

IT Help Desk Best Practices-Knowledgebase Tool

In conjunction with using a web-based help desk software system, using a fully integrated web-based knowledge base software tool is a very important help desk best practice. The greatest asset a service organization has is the knowledge of the staff. When an employee leaves the organization, they take all that knowledge with them. By encouraging and rewarding employees to document their knowledge, in a centralized knowledge base software system, it becomes available for all the staff to leverage. Independent research supports that a knowledge base will decrease call handle time, talk time, call escalation percentages, employee turnover, agent training time and increases first call resolution rates. A knowledge base software application will also increase consistency in answers and overall customer satisfaction.

When customers use a knowledge base software self-help tool, it reduces repeat calls to the Help Desk. Using a customer accessible self-help portal will reduce calls by increasing call avoidance and is a great way for your support organization to save costs. In the 2007 Help Desk Institute Practices Survey, 48% of respondents use a web portal knowledge base system. When companies employ web-based self-help technologies, 74.5% of them use knowledge base search tool!

 

Technology Response
Knowledge base search tools 74.5%
FAQs 72%
Self-diagnostic/Self-healing 38%
Other 22%

Source: HDI Practices Survey 2007

If you would like a White Paper on this topic please download it at:

https://www.givainc.com/white-papers/help-desk-best-practices.htm

Thank you!

Is Everything Kosher With Your Customers?

Here are a few additional thoughts on customer satisfaction surveys. Look for these features when assessing the customer satisfaction survey capability in Help Desk and Customer Service software.

Personalized Customer Satisfaction Surveys

This provides the capability to include a digital photograph of the person who closed the service request along with the customer satisfaction survey that is sent via email. This allows employees to view a picture of the person that resolved their problem. This helps connect employees to the help desk department and puts a "face" on the people in the department.

Choice of Customer Satisfaction Survey Delivery Method

This provides an option for the customer satisfaction survey to be sent either in an independent "customer satisfaction survey" email or integrated with the standard close service request email notification. The customer satisfaction survey will display as a nice sharp looking HTML document directly in the email. This will increase customer satisfaction survey response rates.

Customer Satisfaction Survey Alerts- "Please call me"

This provides a "check box" that the customer can check if they would like a help desk manager to call them. When checked, a manager is immediately notified giving them a "heads-up" that a customer wants to speak with them. This allows for a written record and an opportunity to more closely communicate and meet the needs of your customers.

If you would like a white paper on this topic please download it at:

https://www.givainc.com/white-papers/help-desk-best-practices.htm

Thank you!

Do You Have Customer Satisfaction Survey Sirens?

If you are evaluating help desk and customer service software these are some key features that you should look for when assessing the customer satisfaction survey capability.

Create Your Own Customer Satisfaction Surveys or Use a Default

This provides for creating your own customer satisfaction survey greetings, questions, answer formats and values including follow-up thank you notes. It is important to be to able to generate your own custom customer satisfaction surveys. Customer satisfaction surveys that can be set up with text, lists, text inputs and radio buttons allow for the most customization. A default survey will also help you get started right a way with surveying. An associated customer satisfaction report allows for quickly viewing the survey results.

Customer Satisfaction Rating Alerts

This provides for setting minimum levels of customer satisfaction ratings that trigger alert notifications if levels are not achieved. This allows quick remediation.

Customer Satisfaction Survey Frequency and Survey Exceptions

This provides the capability to survey each customer every X service requests, but no more than Y service requests over Z time interval. System Administrators should be able to place some customers on a survey exception list so that they do not receive surveys. Senior executives sometimes do not want to complete customer satisfaction surveys. Some employees who frequently use the help desk many not want surveys each time they call the help desk.

If you would like a white paper on this topic please download it at:

https://www.givainc.com/white-papers/help-desk-best-practices.htm

Is this interesting information? Please share your thoughts. Thank you!

Perform Customer Satisfaction Surveys On a Daily Basis

Customers will always let you know when they are completely dissatisfied with your service. However, daily customer satisfaction surveys performed by your call tracking software provides valuable information from a broad sampling of employees. A continuous customer satisfaction survey process improvement philosophy will drive customer satisfaction and loyalty to even higher levels. According to a 2007 Help Desk Institute Survey, 21% of their members send customer satisfaction surveys with every service request. This is an increase of 40% from the 2005 survey.

 

Frequency Response
Continuous Customer Survey Sampling 21%
As Needed Customer Survey 17%
Annual Customer Satisfaction Survey 14%
Do Not Conduct Customer Satisfaction Surveys 13%
Quarterly Customer Satisfaction Survey 8.5%
Daily Customer Satisfaction Survey 8%
Weekly Customer Satisfaction Survey 8%
Semi-Annual Customer Satisfaction Survey 8%
Monthly Customer Satisfaction Survey 6.5%

Source: HDI Practices Customer Satisfaction Survey 2007

If you would like a white paper on this topic please download it at:

https://www.givainc.com/white-papers/help-desk-best-practices.htm

Is this interesting information? Please share your thoughts. Thank you!

IT Help Desk & Customer Service Best Practices?

To improve, an organization must assess its current practices against those used in other organizations, or "best practices".  Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations. However, best practices are dynamic, evolving over time to adapt to changing needs. Periodically, new methods, models, and technologies arise, augmenting or replacing the existing best practice with a new one.

I am going to be writing about Help Desk Best Practices based upon the following three authority sources: the Information Technology Infrastructure Library (ITIL), the Required Practices for Organizations (BS15000) and the Help Desk Institute (HDI) Best Practices Standards for Certification.

"BS15000 provides a baseline against which the internal IS organization can demonstrate to the business that its service delivery processes represent "Best Practice" and are performing well". Gartner Group

Help desk organizations must assess their competencies, find areas for potential improvement, and grow. A list of Help Desk best practices that can be implemented and used in help desk software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when. Balance each potential change in a practice, procedure, or technology with a cost/benefit analysis.

If you would like a white paper on this topic please download it at:

https://www.givainc.com/white-papers/help-desk-best-practices.htm

Is this interesting information? Please share your thoughts. Thank you!

 

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