When performing a needs assessment, it’s important to focus on identifying and adapting to needs of a diverse customer base—including differences in work styles, communication styles, and response time requirements. You need to meet the needs for all types of users, because they each bring their own skills and knowledge to your organization. They just need your help with the technology to keep them working for the greater good. An effective unifying strategy is to create a help desk portal that incorporates a spectrum of communication channels to help match the varied working styles of those within your organization.
A help desk solution that supports multiple channels of communication with deep integration can enhance help desk efficiency by harvesting initial data and, when possible, guiding users through forms that can begin the population of incidents—and provide guidance for triage and routing. “Supporting multiple channels of communication shows respect for the users,” says Darren Grigg, Product Manager and Technical Sales Engineer at iSupport Software. “Converting an email to an incident is a courtesy for whomever might not feel comfortable filling out a form on a portal. Supporting chat is great for those who don’t like to use the phone. And your portal, forms, and everything else should support mobile just as well as accessing resources from the desktop.”
See iSupport’s new whitepaper Identifying and Automating Core Business Practices to find out more about identifying and adapting to needs of a diverse customer base.