“The probability of receiving a support request is directly proportional to the direness of personal situation” – Murphy’s Law of Customer Support.
Being a support superhero isn’t the easiest thing on the planet.
Not only does it mean that you have to be on the top of everything 24×7, but it also means that you’re shackled to a laptop, pretty much all the time. Which really puts a damper on things when you’re travelling, walking your dog or doing pretty much anything that doesn’t involve you sitting somewhere with a cup of coffee and your favorite ball and chain.
Now, imagine not having to excavate yourself from under your comforter, just to answer a query. Imagine not having to tiptoe past your vigilant wife into your study during a house party just so you can reply to that high flier who pinged you not five minutes ago. Imagine a world where your helpdesk is just a flick of your fingers away.
Welcome to that world.
Today, we discard the “desk” in help desk to help you focus on what you do best: solving your customers’ problems. In your own time, at your own pace, driven only by two thumbs.
How doth the app set thee free? Let us count the ways.
a) Space and time is now the concern of the app-less. Create new tickets, track pending ones, reply to customers, change ticket properties and swivel through your entire ticket view with just a single swipe of your thumb. All on your phone and tablet. Wherever you are.
b) Customer happiness is just a swipe away. Moving through half a gazillion screens just to change the priority of a ticket and assign it to another agent, is a luxury you can scarcely afford when your weapon of choice is a phone. Instead, pick out your scenario and execute it with just a single button and you’re done.
c) Save your responses, save time. Sending an acknowledgement to that high priority ticket at midnight when you are still blurry-eyed is much easier now than it used to be. Just choose a canned response and roll back over into your dreams.
d) Efficiency is no longer a pipe dream. Now that you have the option to add time entries to tickets from your phone, you can finally find out where all the time went when its 1 in the morning.
e) Staring isn’t always creepy. If you are training someone to be a support superhero or just calling in a specialist to keep an eye on the problem, you might want to set them as watchers. So that one can learn how to diffuse a situation and the other can defuse a situation.
Whether it’s the middle of the night, your coffee break or a sunny beach in Florida, your helpdesk is now nothing more than just a few clicks away.
Because we know that making customers happy isn’t just a 9-to-5 job anymore.
P.S: Every ticket has a stub. Press and hold the edge in Ticket view and the stub lets you know the status of the ticket, when it’s due and more!
P.P.S: Merry Christmas everyone.