Customer Support for Business Process Management - myassignmenthelp

Question: Discuss about theCustomer Support for Business Process Management. Answer: The importance of effective help desk management in offering quality assured customer service to the consumers of an organization can never be overstated. There is no gain sating the fact, that the help desk service is the face of the organization, the first thing the customers may experience while availing service from the company. The quality of customer service is typically judged by the efficiency exhibited by the help desk managers, in resolving the queries of the employees, and hence deserves proper management attention. Accordingly, it may be important to critically discuss any two distinguishable features of an efficient help desk management service. First of all, effective and continuous communication with the client is a must. It is highly important to maintain open communication with the client, and the client should keep on getting updates regarding the status of his queries, unless the problem gets resolved. The user as well as the staff both should be aware of the status of the problem or issue, even if the issue is yet to be resolved. In case, the issue has been halted for some time temporarily, the issue should be communicated to other staffs that might have to take charge of the problem later (Beisse, 2014). There should be a continuous chain of communication amongst the help desk staffs, so that in case new staffs needs to intrude, he may easily jump in and know easily where the previous staffer has left off. The staffs should be technologically trained so that they can keep on updating the consumers about the progress of the issue through auto-response emails, and automatic ticket escalation procedures. The second most important feature that characterizes effective help desk management service is offering on-time service guarantee. The customers can encounter problems during anytime of the day, and they would never like to wait for an hour to get their queries solved for a long period of time. The longer a customer has to wait for resolution, the faster is the company likely to lose its customer. Further, the time zone differences can also breed anxiety and dissatisfaction of the consumer. Hence, the staffs must be trained well so that they do not keep their client stay hung for a long time, and in case of one client, being busy, the customer inquiry should immediately be transferred to the next staff. It is also recommended that each time a tech works on a ticket, the time should be entered right away, as this will help in eliminating employee efficiency. The support system should be available 24*7, and many companies have introduced the ticketing system with variedself-service opt ions meant to provide a 24/7 solution for the customers (Conger, 2015).Thus, the improved health desk response time is essentially an important feature characterizing a good and efficient help desk management process. With the expansion of the company, the channels of responding to consumers will also increase, and yet that does not mean consumer response time should suffer. Thus, delivering comprehensive solutions to the customers and keeping him updated about the status of his query, as well as improving turnaround time, help in promoting consumer satisfaction, and eliminate customer anxiety and frustration. Reference List: Beisse, F. (2014).A guide to computer user support for help desk and support specialists. Nelson Education. Conger, S. (2015). Six sigma and business process management. InHandbook on Business Process Management 1(pp. 127-146). Springer Berlin Heidelberg.