Waiting ages for a response? Not getting any help or support? Feel like you are going round in circles? Frustrated? We have all been there with a helpdesk provider.
At Escone, we know our Escone Assist agents go above and beyond to ensure our clients have the best possible support. Whether that be swift response times or a personalised touch, you truly get a VIP helpdesk experience.
However, to maximise this ‘VIP’ experience, you can help! With clarity of the issue at hand, as well as effective regular communication, a robust two-way relationship is created. The more you bring to the table, the better our support will be.
Now you might be thinking… hold on, you are a helpdesk? You should just help.
We do. But ensuring you receive a first class experience is at the top of our list too!
If helpdesk users can remember the following few things, we can improve the flow of information and ensure helpdesk enquires are resolved and closed as efficiently as possible, giving you the ultimate VIP experience…
1. Get organised
Ensure you have a relevant ticket or reference number recorded for the issue – make sure it is logged or listed in the portal before calling to chase up information
2. Streamline
Make sure your contact details are clearly marked on your correspondence. If you have a phone number, ensure it is visible, so you are easily contactable to help speed up the process
3. Share, share, and share!
There is nothing worse than a delay. So, if you can provide as much information as possible, it means we can speed up the process at our end and ultimately makes both parties lives much much easier.
For example, you can provide:
- Past ticket number if possible – this makes life easier for both the caller and helpdesk agent
- Company number
- Supplier Number
- Transaction ID
- Error Message
- Screenshots
- Who are you logged in as?
- What system are you logged into?
4. Stay consistent
Keep that ticket number! If you have a ticket number, always reply specifically to that issue instead of starting a new email thread. Keep consistent information trails to track the issue’s progress which will prevent loss of emails and maintain a robust audit trail.
5. Separate different issues
Avoid confusing if you are dealing with more than one issue, by logging more than one ticket to allow the specialist in that particular field to deal with the correct issue. It also helps identify bugs quicker rather than opening tickets back and forth.
If there is a new issue, it should be marked as new as this makes the trouble shooting process faster and more effective as well as allowing notifications to work better
Want to know more and get the VIP experience you deserve?
Don’t hesitate to get in touch with our team today!
