Customers tell me that one of the first steps they want to take to show their CIOs meaningful ROI is to measure customer satisfaction in relation to staff efficiency ...and to find an effective way to enhance first contact resolution. First contact resolution is key because it impacts or eliminates backlog and internal or external customer satisfaction (c-sat) which in turn can impact customer loyalty and repeat business.
To enhance first contact resolution, we need to deliver support when and where people need it most.
Which means instantly. Today end users are working on site, or at remote offices in Web-connected and often collaborative environments on a variety of platforms and operating systems. They are working on applications on laptops, desktops, netbooks and smartphones that offer several ways for people to connect and interact on line via chat, Skype, etc. These online channels are often pervasive, immediately visible and instantly available with a click of the mouse.
But for IT and help desk service providers, a common reaction and "out of process" way ;for workers onsite to get support is a walk if not a run over to the help desk for "drive by troubleshooting" or if the IT Pro is at a nearbye station...the user may cry out "can you help me for a sec and I promise to put in a help ticket later?"
Mea culpa! We know this is inefficient as requests can´t be logged effectively much less resolved upon first contact. IT reporting time and accountability evaporates and resolving these kinds of requests becomes frustrating and seemingly complex for both the end user and IT.
For end users in remote locations, the requests may come to IT and help desk managers by email or chat, phone or any number of modes other than the process that IT needs and requires. First contact resolution is now down for the count while again frustration mounts for both IT and the end user.
But imagine if an end user in any Windows application such a CAD program or a spreadsheet or proprietary Windows programs for healthcare, insurance and other financial services, education, legal...could click on a small icon that gives instant access to the help desk and IT support team without leaving the app in question. Imagine the help desk getting the request from the appropriate channel process and knowing instantly which app needs to be addressed.
That is exactly what new NTRsupport Direct Support for Applications (DSA) can do. NTRsupport DSA offers access to the live help desk and IT pro with a click of the mouse. The enduser does not need to exit the application to hunt and search for the right way to contact support.This makes connecting to support an instant process. NTRsupport DSA helps IT to create a seamless, hassle-free way to deliver support in a contextual way and thus increase first contact resolution with the first connection.
With NTRsupport DSA:
- Customers can just simply click on a help icon in any Windows application (or desktop) on their computers
- You can identify your customers when they request help.
- Eliminate redundant time to evaluate who your customer is and qualify the customer´s request.
- Automatically retrieve useful information before responding to help requests directly from requests.
- Identify all your support requests by a code or name.
NTRsupport DSA is available today. Contact your NTRglobal account manager to learn more or visit the NTRglobal Website at http://www.ntrglobal.com.
