Helping your customers is helping yourself !!

You are plaguing your support personnel and customers, if you are not adopting Self Help tools for your helpdesk.

Customers like to solve their problems on their own without having to call support staff back several times or be put on hold for simple questions. ( Of course they rely on support staff for complex problems) At the same time, support staff enjoy solving complex issues rather then spending time behind the most mundane tasks and answering repeat questions.

Roughly , you would find 20 to 30% problems will repeat on daily basis — and this is where you can make best use of Self Help tools to  leave your support staff free to answer other important and difficult questions. Similarly you can keep your customers happy if you offer them tools that solves their simple issues in one shot.

Vision2.0 Helpdesk comprise of various Self Help tools that will save you from plaguing your employees and customers..

Knowledge Base:

Knowledge base is nothing but collection of articles — Your staff can add various articles to educate customers and avoid repeat questions.

Vision2.0 simplifies managing knowledgebase articles by its simple user interface — It gives staff a tree structure and allows them to add / edit KB categories and articles with simply clicking nodes and leaves in a tree structure.

KB is useful self help tool for both customers and employees.

Troubleshoot:

Systematic search for the source of a problem so that it can be solved. Troubleshooting requires identification of the malfunction(s) or symptoms within a system. Then, experience is commonly used to generate possible causes of the symptoms.

Vision2.0 includes troubleshooting tool that will allows your staff  to create step by step solutions to known problems.  This is useful self help tool for customers to resolve their issues by applying troubleshooting steps..

Downloads:

Staff can upload files that are repetitively required by customers at a common upload place where customers can login and dowload those files without having them to send request to staff for those files.

Downloads is yet another important tool of Self help techniques.

Predefined Replies:

If you are required to type a same reply many times then its worth saving the reply and using it as and when required.

Vision2.0 permits staff to add predefined replies and use it whenever they require it for later use. Predefined is a best self help tool for employees and its a huge time saver for them.

Bookmarks  / Favorite :

Vision2.0 includes bookmark tool that allows you to add your favorite links and use them anytime later.

Why would you want additional bookmark when you have one available in browser itself ? Simple - You cannot carry your browser bookmarks across different machines.. Vision2.o bookmarks are available anytime you login to Vision2.0 helpdesk.

Remember, Self  Help tools is not a “final” answer to Helpdesk Automation –  If implemented properly, however, self-help tools, can improve customer service and improve overall service levels.

Advantages of Self Help:

• Customers can solve less complex issues on their own - save’s their and support staff time.
• Keeps support personnel away from answering repetitive problems and allows them to concentrate on more complex issues.
• Reduces support cost and burden of employees.