Staying in touch with customers is a difficult task for those charged with delivering customer service, and it's not always easy on a busy help desk to get feedback on how your customers perceive you are performing. The HEAT Survey module offers an easy way to monitor how well the team is perceived and help identify opportunities to make improvements or change processes. This helps lead to happier and more productive customers – and can even reduce the overall cost of service delivery.
HEAT Survey is a web-based solution designed to enable service organisations to quickly create, host and populate surveys across the enterprise – helping managers track user responses to individual topics or gauge the overall level of customer satisfaction. Surveys are sent automatically by the HEAT system.
Responses from surveys taken using the HEAT module can then be linked to corresponding call records, creating a strong paper trail of issues and helping the service team to analyse issues and implement improvements moving forward. The HEAT Surveys can be initiated on an individual customer support issue using various sampling methodologies or can be performed across the entire customer base on a periodic basis.
HEAT also comes with a number of reports to allow the manager to get an overview of those survey by User, Customer or even type of call.
For more information on how HEAT can transform your customer service or if you're already a HEAT user and want to know how to use the Survey Module, contact Wizard Systems.
Service level Agreements are common practice in many service operations now, as a contracted agreement between you and your customer on an expected level of service, response or fix to a problem.
It's therefore critical to ensure any system you use for tracking customer service complies with this and is able to automatically track your SLAs and manage potential up and coming breaches of SLAs, so you are able to respond to the customer and escalate the issue as necessary within your organisation.
HEAT's Business Process Automation module from Wizard Systems, allows help desks and customer service centres to create Business Rules that are then monitored by the system 24 x 7.
Rules could be created relating to the customer (e.g. all calls from this type of customer must be responded to within 2 working hours) or an asset your company is supporting at the customer site (e.g. Any fault with the Customer's Packing Machine must be fixed within 4 working hours).
Escalated Calls can be updated automatically (maybe their priority changes for example) and automated emails can be sent to other users where you need to get a more experienced colleague involved.
HEAT also has a concept of 'hours of operation' - so if you work 9 til 5.30 for example, a call being logged at 4.30 pm one day will not breach it's 2 hour SLA until the following day at 10am.
For more information on how HEAT can manage your SLAs with your customers to ensure you keep within your customer contracts, contact Wizard Systems on 01454 316800.
Remember, a speedy response and an effective solution are characteristics customers value most in a support relationship.
HEAT, the leading Help Desk application for over 20 years, has a great tool called Business Rules (or the Business Process Automation Module) for automating and escalating different aspects of your Help Desk . This module allows you to automate the process of monitoring and resolving
important events and time-sensitive activities. As a result, efficiency is improved and issues
are resolved in a professional and timely manner.
Examples of Business Rules can be:
The bottom line is you do more with less when processes are automated:
If you run a Help Desk and want to get more organised with running your service operation, then talk to Wizard Systems on 01454 316800.
HEAT Plus Voice, brings much-needed help to the help desk with voice-activated support. Part of the FrontRange multi-channel communication platform, integrated IP telephony greets callers with automated prompts for intelligent call routing. Routine requests can behandled automatically with menu-driven self-help and automated password resets. Using FrontRange Voice technology, the platform is scalable, flexible, and cost-effective—HEAT users gain enterprise-level functionality at an affordable price.
Agents get help from the Voice system to accelerate problem resolution, and callers get better service with less time on the phone. HEAT Plus Voice jumpstarts service delivery with:
Provide Differentiated Multi-Department Support
Password Reset— Allows customers to reset their Windows domain password with a phone call. "How-to" questions comprise 27-43% of help desk contact volume (Gartner), and password requests are a significant proportion.
Shared Incident Management— For incidents that affect many callers, such as a network failure, integration with the HEATBoard offers self-service options that can save the organization from being overwhelmed. Callers can open a new ticket by pushing a single button.
Voicemail Call Ticket— A caller can create a ticket with a voice message attachment, by entering a problem identifier and leaving a message. A HEAT business rule can automatically "pop" these voicemail call tickets to analysts' screens during low call volume.
Ticket Status IVR (Interactive Voice Response)— FrontRange Voice can access fields in HEAT to generate automated status updates, utilizing a variety of identification methods. For example, "status," "journal notes," and "description" fields can be read back to callers.
Caller I.D. with Screen Pop — The system can route calls to the person most qualified to answer. Caller I.D. identifies the individual while the call is in the queue. The system checks the HEAT customer information database for information to route the call, for example, what product the customer owns or who serviced the customer previously.
Outbound IVR Notification — Automated outbound follow-up calls can efficiently gather information and effectively disseminate information. Providing information about process milestones, getting approvals, or identifying tickets with insufficient or no activity improves service desk metrics.
SLA Real-Time Screen Pop— A call ticket nearing its SLA limit can automatically "pop" a notification on the analyst's screen, enabling timely interaction with the customer and effective SLA management.
For more information on HEAT or how HEAT can be integrated to your phone system, please contact Wizard Systems on 01454 316800.
Built on more than 15 years of service management experience, award-winning HEAT help desk software integrates core service and support components into one complete help desk software solution to reduce costs and increase operational efficiency. HEAT, and its modules listed below, offers a powerful and flexible solution, with one of the industry’s lowest total costs of ownership. Now you can also expand the power of HEAT with a series of easily integrated IT Service Management modules based on IT and ITIL best practices.
Key Benefits and Features of HEAT Service and Support 9.5
For more information on HEAT, or a presentation, contact Wizard Systems UK on 01454 316800.