At ITarian, we understand that software-as-a-service options are booming. Every industry has taken to switching from on-premise applications to hosted services. You may have many options available to you, but we know that service desk products are probably high on your list of things to consider. With the proper product, web-based options can improve agent productivity and enhance customer satisfaction. However, not all products are created equal, so it's important that the product you choose include:
- Ease of implementation
- Automated management of tickets
- Multi-channel support
How Easy It Is To Use
If the product you choose doesn't work fast and isn't more straightforward to use, then it's not going to do much good. Difficult-to-use options are always going to be found in the market, but that doesn't mean you have to use them. We make our product simple to use so you can easily get through your tasks.
The service desk should support all of your existing processes and help you automate the process of creating tickets. Our product offers rule-based triggers, views and notifications, so you can quickly see what's next and customers can easily send in their tickets.
The solution you choose should allow customers to use different options when creating tickets. The days when the customer had to call the IT department to have a ticket created are long gone. Customers should be able to use websites, forms and sometimes the system itself to create a ticket.
Running reports is a necessary evil, because, without them, you can't track metrics, such as agent performance, customer satisfaction and ticket resolutions.
We believe that customizing any SaaS service desk option should be easy, which will allow you to conform to the company standards. contact us today to learn more.