Advisory Note: Chatting up User Satisfaction - Are Beleaguered IT Help Desks Finding Real Benefit in Chat-for Problem Resolution? - Market Research Reports

Printer Friendly

Printed from http://www.researchandmarkets.com/reports/585906

Advisory Note: Chatting up User Satisfaction - Are Beleaguered IT Help Desks Finding Real Benefit in Chat-for Problem Resolution?

Description:

Can the use of 'chat' technologies improve service desk operations while at the same time boosting customer satisfaction?

Remember the older radios? They have two tuning knobs. One is for general tuning, to catch a strong signal for a particular station; that knob is all that is needed to connect. The other knob is for fine-tuning. When the signal is weak, you can still hear that favorite station by fine-tuning the radio just right.

Well, that short walk down memory lane sets the stage for our current day communications and how they’re used by the IT service desk to service customers. The IT service desk already allows customers to connect for assistance via telephone (more and more of which is digital phone, or VoIP), email, Web page, self-help, in-house software, etc. Add chat to this list. Where the other communication methods could be viewed as a way to connect with IT on a general scale, chat is really the ‘fine tune knob’ of connecting with the IT service desk. Sure, you can do without chat. After all, phone, email, and the Internet are all other ways of connecting to IT and getting an issue resolved. However, just like trying to pick up a weak signal on the radio, you could spend a lot of time fiddling with that general tuning knob to connect. Using chat to connect and resolve an issue is like using the fine-tuning knob on the radio. Chat can significantly reduce the time to connect and the time to resolve.

This Advisory Note discusses the pros and cons of this approach to meeting service desk needs.

Ordering:

Order Online - visit http://www.researchandmarkets.com/reports/585906

Order by Fax - using the order form below

Order By Post - print the order form below and send to

Research and Markets,
Guinness Centre,
Taylors Lane,
Dublin 8,
Ireland.

Page 1 of 2
Printed 16/02/2012 22:05:40

Fax Order Form
To place an order via fax simply print this form, fill in the information below and fax the completed form to
646-607-1907 (from USA) or +353 1 6849977 (from Rest of World). If you have any questions please email help@researchandmarkets.net

Order information
Please verify that the product information is correct and select the format you require.


Product Name:
Advisory Note: Chatting up User Satisfaction - Are Beleaguered IT Help Desks Finding Real Benefit in Chat-for Problem Resolution?
Web Address:
http://www.researchandmarkets.com/reports/585906
Office Code:
OC8IHINLSNNSS

Report formats
Please enter the quantity of the report format you require.

	Format	Quantity	Price
	Electronic (PDF) - Single User		€75.00

Contact information
Please enter all the information below in BLOCK CAPITALS.


	First Name:	Last Name:
	Email Address:
	Job Title:
	Organisation:
	Address:
	City:
	Postal/Zip Code:
	Country:
	Phone Number:
	Fax Number:

Please fax this form to:
(646) 607-1907 or (646) 964-6609 (from USA)
+353-1-481-1716 or +353-1-653-1571 (from Rest of World)

Page 2 of 2
Printed 16/02/2012 22:05:40

Payment information

Please indicate the payment method you would like to use by selecting the appropriate box.

Pay by Credit Card:

	American Express
	Diners Club
	Master Card
	Visa


Cardholder's Name:

Cardholder's Signature:

Expiry Date:	/

Card Number:

CVV Security Code:

Issue Date:	/ (Diners Club only)

Pay by Check:

Please post the check, accompanied by this form, to:

Research and Markets,
Guinness Centre,
Taylors Lane,
Dublin 8,
Ireland.

Pay by Wire Transfer:

Please transfer funds to:


Account number:	83313083
Sort code:	98-53-30
Swift code:	ULSBIE2D
IBAN number:	IE78ULSB98533083313083
Bank Address:	Ulster Bank, 27-35 Main St, Blackrock, Co. Dublin, Ireland.

If you have a Marketing Code please enter it below:
	Marketing Code:

Please note that by ordering from Research and Markets you are agreeing to our Terms and Conditions at http://www.researchandmarkets.com/info/terms.asp

Please fax this form to:
(646) 607-1907 or (646) 964-6609 (from USA)
+353-1-481-1716 or +353-1-653-1571 (from Rest of World)