Clients and individuals interested in how we work with pricing often have similar questions. Our new blog portal, written by our ClientCare associates, is our way of providing easily accessible answers to your questions.
Those of you who have worked with our Service Desk may have noticed that you always get the chance to give us feedback regarding our service when the ticket you have reported to our Service Desk is closed. This is actually a great opportunity for us at Navetti ClientCare™ to assess our practices and improve the provided support.
With explanatory feedback from you, the end user, on what went well and what could have been improved upon during your experience with our Service Desk, we can improve our methods with every chance we get. However, our statistics show that many of our clients do not take advantage of this opportunity.
It may be interesting for you to know that the recent statistics from the last year of our Service Desk shows that we get feedback less than 15% of the time, even though we only need a single click from you to rate the received service by giving 1 to 5 stars. Of course, it is always beneficial and thoroughly appreciated if we can receive more constructive feedback on what worked and what didn’t when it comes to our support. Last year’s statistics show that of the 15% that clicked to give us feedback, less than 18% included their experience with us on what can be improved in our services
Of course, we constantly strive to identify areas for improvement in our services and work hard to satisfy our clients; but always a little hint from our end-users goes a long way. For that, in the latest issue of my Navetti ClientCare™ blog, I have listed five quick and easy ways that you can help us to help you:
- Rate our service and give us constructive feedback
- Addressing a single issue per ticket
- Close/Cancel the ticket as soon as the issue is resolved
- Choose the correct issue type when opening a ticket
- Provide as much information as you can
Rate our service and give us constructive feedback
As I explained above, when a ticket is closed (either by you or by Navetti ClientCare™) you will receive an email informing you that the ticket you have opened is now closed, asking you to kindly rate the received service (Figure 1)
Figure 1: Rate the service you received from Navetti ClientCare
At this point, all you need to do is to click on the star that best represents the quality of the service you experienced.
Clicking on any of the stars will register your feedback, and at the same time opens a new page in your default web browser that allows for additional comments (Figure 2). Although commenting is optional, it is extremely helpful if you can take a moment (1-3 min) to lets us know what we did well and what can be improved in the future.
Figure 2: Constructive feedback is always appreciated
We review your feedback regularly and for future development plans of our division with the aim to always provide the best service regarding your Navetti PricePoint™.
Addressing a single issue per ticket
It is understandable that when you face multiple incidents at the same time, it is much easier to open a ticket and report all of them at once. However, I can assure you that based upon our experience working with multiple clients in our Service Desk, this does more harm than good. This is mainly because it increases the chance of confusion in the reported incident and the provided solution. This confusion can lead to longer wait times on solutions, due to extra time spent clarifying the issues at hand.
What I recommend instead is:
- open one ticket per each incident/request
- if the incidents/requests are related to each other, you can still create a single ticket, and mention the ticket number of the relevant incident/request in the new one. We can easily link those relevant tickets to each other, so our agents can quickly find the relation between those incidents/requests if needed for better support
Close/Cancel the ticket as soon as the issue is resolved
Another cause of confusion can be when the already reported incident/request is resolved, but instead of closing the ticket the user tries to address other matters in the same ticket by asking additional questions. This expands the recorded communication in the ticket, which can make it harder to find the relevant information if it is needed for future related issues.
What I recommend instead is:
- open a new ticket for the new request/question, even if it can be somehow related to the previous ticket. You can request that we link the two tickets for better context and future reference
- as soon as the issue is resolved, either let us know the issue is resolved so we can close the ticket, or you can go ahead and close the ticket by yourself from the portal (Figure 3). If the initial problem resolves itself, you can cancel the ticket right away (Figure 3).
Figure 3: Users can close/cancel a ticket from the portal
Choosing the correct issue type when opening a ticket
Currently, when you want to open a new ticket in our Service Desk you have six options to choose from regarding the type of ticket. No matter what type of ticket you choose you will receive the necessary assistance, but for our service improvement purposes it is highly appreciated if you choose the correct type that represents your request.
For example, when an incident occurs, it is important for us to know if the incident has occurred in any built-in functionalities in Navetti PricePoint™ itself, or in Navetti Apps™/reports. This is important because different teams address matters related to both. By assigning the correct type to the ticket, we will have better overview of where our products need improvements, and the correct team can start working on a solution for you right away.
Additionally, since different workflows are assigned to different ticket types (e.g. Incident Management workflow for Incident tickets, and Change Management workflow to RFC tickets), by choosing the right ticket type you ensure smoother and faster service with less confusion because of the correct workflow that will be followed by our team.
This is one of the reasons that I always encourage our clients to report issues via Service Desk portal instead of directly emailing our Service Desk, which instead creates a General Request, and can lead to slower response times.
Figure 4: Types of ticket that can be opened in Navetti Service Desk
Provide as much information as you can
A famous quote attributed to Albert Einstein reads: “Understanding the problem is half of the solution.” The same applies to our Service Desk agents!
Our experience shows that more than half of the time of our agents spend on resolving issues goes towards communication with users to clarify the problem. This is most often due to a lack of information about what causes led to the incident.
To ensure shorter waits we recommend that you include the following in your ticket:
- the steps we need to take to replicate the problem on our end
- related screen shots or other related files (e.g. .xlsx or .xml files)
- clear description of your expectations
- any examples that could help us investigate the cause of the incident
By doing this you can help us avoid any delays in resolving your issue and getting your day back on track!