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Advisory Note: Chatting up User Satisfaction - Are Beleaguered IT Help Desks Finding Real Benefit in Chat-for Problem Resolution?
Enterprise Management Associates, Oct 2007, Pages: 2
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.
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