Customer Satisfaction

Customer feedback about service experience is vital for evaluating processes and procedures to improve service provision and to enable accurate reporting.

SupportDesk provides features that allow support technicians to optionally send individual customers or groups of users on-line satisfaction surveys after, for example, a support call or visit to gather feedback on the customer’s experience.  

Assured Service Level Management

To maintain customer satisfaction requires the management of customer expectations and the measurement of performance. Comprehensive configuration options are provided for Service Level Agreements (SLA's) for target response and resolution times. Multiple service hours can be configured, with individualised service hours for each SLA. Comprehensive notifications and visible performance indicators help service desk staff and technicians meet the service level expectations of Customers.

Notifications linked to SLA's ensure that Support Technicians and Managers are informed about imminent and SLA breaches, which can automatically escalate via email, text message or SupportDesk Alarms as elapsed time exceeds set levels.

Reporting

SupportDesk provides comprehensive reporting and metrics to analyse performance against service levels and report on activity over a given time period.

In addition to the built in report templates within SupportDesk a Management Console provides live, graphical views of support status and performance, allowing service staff to provide customers with comprehensive and meaningful reports.

Results from customer satisfaction surveys can be consolidated, analysed and viewed through the Management Console reporting module.