“They don’t need to spend a lot of time researching the right answer.” “New team members are picking up the software much more quickly because we can put instructions for them right in the ticket,” said David. Team members instantly saw the benefit of using private notes on a ticket, which let them collaborate on solving customers’ problems in context. Tools for successĬustomers noticed the change right away as response times were significantly faster. They were one of the first companies to sign up, and they’ve never looked back. See Green had already chosen Teamwork as their work management software, and just as they started researching new helpdesk ticketing software, an email arrived for the launch of Teamwork Desk. Time was ticking, but they didn’t realize that they were losing crucial hours - and their reputation for excellent service. On two consecutive days, someone emailed in with a request for support for a DNS change, and it got lost in the shuffle when they were in meetings. In fact, David remembers exactly when his team knew that their software wasn’t adequate. “So being able to have a system we could all log into, without sending an email round-robin, became very apparent.” “As the business grew a little, it became more evident that a lot of the tickets coming in would require more than one person’s skill set,” said David. The person who first picked up the ticket often had follow-up questions, which increased customer response time and created confusion. The most obvious shortcoming was an inability to share tickets with team members who had the expertise to resolve complicated queries. With thousands of domains and voice networks to track, they needed something reliable and that provided them with a systematic way to process incoming queries. Too many tickets, not enough featuresīefore using Teamwork Desk, See Green used a helpdesk ticketing system that was a simple community-built platform that had limited capability in the way of client support. Operations Director, David Forster said that his team had tried other helpdesk ticketing solutions, but even in Teamwork Desk’s first years, no other product gave them the insights they needed to keep their team productive and their customers happy. See Green started using Teamwork Desk in 2013 when it was still in Beta phase. They streamline every digital element of the company, no matter where their clients or employees are located. Their expertise covers building websites and the systems that run them, including CRM, staff intranet, hosting solutions, and integrated communication. See Green develops all things digital for their global portfolio of clients - right from their headquarters in York, England.
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