A growing business has at the heart of its evolution the goal of a positive customer experience. Providing efficient and seamless communications is a crucial component to any business, and centralizing the communications network through which your help desk reach your clients is a key aspect of the success of the business.
Team Helpdesk System in Outlook maintains a callers list that includes email, mobile and telephone fields with which automatic notifications and alerts are sent out to respective callers when there is any activity in the support cases. When a first time caller contacts the helpdesk, details contact information are automatically saved to the callers list for future references. Additionally, a new credential for web access is automatically created for the new caller, and sent out to the caller via email/SMS automatically. The caller can then use this credential to login to the caller web access site to track/escalate support cases belonging to the caller. This not only enables the caller to altogether skip the process of calling back to the helpdesk, but also avoids burden on the helpdesk and let the technicians to focus on problem solving rather than answering status of case.
When existing caller logs a new support request, Team Helpdesk automatically associate the newly created case with all the past cases from that particular caller. This helps the helpdesk staffs to quickly scan and seek out any pattern or trend in the reported problem. With this information at hand, managers can assign the appropriate technician to the case.
In Team Helpdesk System, during the lifecycle of a support case, the caller is kept in the communication loop regularly via automatic emails and SMS alerts. For example, when a support request is received, a confirmation email is routed out to the caller with the details on the support case being allotted. Other notifications are when a technician is assigned to the case, or when the case is closed.