BEING PROFESSIONAL WITH HELP DESK SYSTEMS AND FORUMS
Being Professional with Help Desk Systems and Forums - You'll want to automate every little thing if you want to achieve success in measuring customer satisfaction. Surveying your prospects is a good way of measuring customer satisfaction but if they take too much time away from different essential work, it'll fall by the wayside. Automate both your requests for finishing the survey and your assortment and reporting of the data. Some assist desk management software program will do that for you. If yours does not, consider customization that may allow it -- it is well worth the investment.
The most effective methods to find out how efficient your clients think your help desk or forum is, is to take a survey.... ask the people who really use the help desk or discussion board what they consider it. Asking for recommendations to improve your help desk or discussion board is an effective idea. There are many approaches to surveying, however some are simpler than others.
Typically occasions membership web sites will ship a customer satisfaction survey of their assist desk or discussion board to their entire list. There are several issues with this approach. First not everybody surveyed can have used your assist desk's services. This will both make your share of responses low or add irrelevant responses to your data. Because you only request this data once in a while, you can be tempted to cram too much data into the survey. Usually these surveys lack focus and don't give you a clear picture of performance.
A better strategy to help desk or discussion board customer satisfaction measurement is case-by-case surveying. Each time a case is closed, that means the problem was resolved and the resolution was already communicated to the requester, a short survey on the case is distributed to the requester.
That is nice info for continuous improvement and you may overview the feedback provided by your customers.
