Dmytro Lazarchuk is a co-founder and CEO of Relokia with about 8 many years of working experience in electronic advertising and data migration services.
getty
You may possibly have heard about the gains of consolidating enable desk circumstances, from expanding your support team’s performance to enhancing the world wide customer working experience. But are these positive aspects worthy of the effort? Let us find out when consolidation is highly recommended and see if you need to merge your support desk situations.
When You Need To Think about Merging Your Assist Desk Cases
So, how do you know when it’s time to merge enable desk instances? Here are some predicaments to watch out for.
• When You’re Employing Independent Circumstances For Each and every Manufacturer, Solution Or Department
It may well be time to take into consideration consolidating your help desk instances if your help groups are making use of the exact technique to manage distinct accounts. Even if these teams are working on distinct solutions, manufacturers or departments, it is continue to very best to keep all the details in just one place. Consolidating all the do the job environments will aid your brokers pace up ticket resolution.
Get the instance of 4FRNT Skis and J Skis (preceding shoppers of Relokia), two ski producers that market their merchandise on-line. Though functioning with the same guidance workforce (and under the very same possession), each brand name ran a individual Aid Scout account. They made a decision to consolidate their support desk scenarios, which authorized them to have the total record of interactions with each and every purchaser at hand. With preceding information commonly readily available, client associates can provide extra tailored expert services for every single shopper.
• When You Have To Comply With Lawful Specifications To Keep Client And Enterprise Facts Inside A Described Place
Some countries carry out demanding details residency guidelines demanding firms to be certain the stability of their citizens’ information in a particular manner.
Companies that shop sensitive customer details want to be particularly careful with their enable desk accounts. If you are operating a world wide organization, you might need to have to merge assistance desk occasions so all the related data are saved in a central platform (positioned in a specific place to comply with knowledge localization legal guidelines). With the suitable applications, you can export assistance desk information seamlessly.
For case in point, a single Japanese corporation that faced the obstacle of operating in spots with various time zones located the suitable timing to consolidate their a number of scenarios into a central Zendesk account.
• When You Need to have To Protect Ticket Background Soon after A Corporate Acquisition
You may well also want to merge support desk scenarios just after obtaining or staying acquired by one more corporation. Merging the enable desk accounts from the formerly different organizations can tremendously boost workflows and minimize bills.
Following currently being acquired by Oneflare, UrbanYou (a preceding client of Relokia) consolidated both of those companies’ assist teams and enable desk scenarios to retain accessibility to 200,000 tickets from their outdated, independent Zendesk accounts. Because UrbanYou is incredibly consumer-concentrated, it was very important that they preserved current purchaser bookings, issues and concerns.
As these illustrations display, selected predicaments make consolidating your accounts specifically favorable. Now, let us dig further into the positive aspects of merging numerous aid desk instances.
Why Having A Consolidated Aid Desk Account Is Superior Than Running Different Scenarios For Distinct Products and solutions Or Departments
In this article are some positive aspects you will achieve from consolidating assist desk instances.
• Far better Group Of Your Guidance Groups
A merged account will allow you to have out administrative get the job done from just one platform, simplifying the administration of several support teams. It also lets you effortlessly share info about course of action modifications throughout departments or areas.
• No Extra Operate
Managing individual accounts implies your aid desk agents have to consistently log in and out. This wastes a whole lot of precious time. Consolidating several instances, on the other hand, allows them do the job on all tickets without having leaving each account.
You’ll also eradicate duplicate do the job that will come from consumers publishing tickets for the very same worry on distinctive methods.
• Greater Purchaser Practical experience
With diverse groups doing work on tickets, your prospects can be expecting more quickly resolution instances. Agents and specialists can immediately attend to concerns that call for their respective spots of knowledge (for occasion, brokers can swiftly resolve simple problems while tech experts attend to the far more elaborate troubles). And simply because all related information and facts is saved in a single ticket thread, they’ll have the context they need to thoroughly tackle the difficulty at hand, offering a individualized practical experience.
Now that you understand the gains of consolidating your accounts, let us investigate the techniques you will have to just take prior to merging your enable desk occasions.
Suggestions For Enterprises: How To Put together For Merging Assistance Desk Scenarios
Stick to these steps to prepare for consolidating your assistance desk situations.
• Arrange Your Knowledge Adequately
Evidently determine the providers you’ll run and the information you’ll will need, then discover the frequent procedures between the teams to merge them appropriately. Make sure all the views, agent groups and terminologies are constant across services and shared procedures have the identical move.
• Verify What You Can Migrate
Validate which canned responses, macros and sights you can transfer. Also, observe which tailor made fields you will need to migrate. The best software program will map all these objects on both the source and concentrate on situations and make sure they match so that data doesn’t get scrambled during migration.
• Strategy Your Migration Timing To Minimize Downtime As A lot As Feasible
Import knowledge for the duration of off-peak several hours so you don’t disrupt your processes or reduce your consumers from acquiring the help they need to have. Opt for a date and time that operates best for your workforce and your prospects.
• Pick out A Suited Data Migration Resource
All data migration equipment are not established equal. Double-look at the software program provider’s protection policies. Make certain they provide typical upgrades, schedule audits, a protected storage center, compliance with stability laws and safety in opposition to cyberattacks, details breaches and injury brought about by organic disasters.
To Conclude
In most conditions, merging assist desk circumstances is effective when you have more than one occasion. When carried out accurately, it will make for far more efficient teams and happier prospects. With ample planning and the suitable migration device, you can import assistance desk facts into a solitary occasion without the need of a hitch.
Forbes Engineering Council is an invitation-only neighborhood for globe-course CIOs, CTOs and technological know-how executives. Do I qualify?