Here are some top tips for providing IT support that is effective and how to improve your Service Desk in the healthcare industry.
Assess how you work now. Ask yourself “Is this the best that we can do?” Are you still using manual processes that are outdated? Are you still using outdated tools? What small adjustments could you make to improve your customer support? You don’t have to reinvent the wheel; there are best practices guidelines that you can follow such as ITIL. Don’t be left behind in an ever-changing world of IT. Focustechs collaborates with the top software developers so that we have a broad knowledge base. In addition, providing IT Support Wigan strategies and services to mid- and small-sized businesses throughout the UK and Ireland is our primary area of focus.
Use Self-Service – We know that healthcare customers are faced with many issues, including high call volumes and password resets by GPs. Self-Service not only saves time for administrators by reducing the number incoming calls but also allows them to spend more time fixing incidents, which will improve your SLA, customer service, and your SLA. Your customer can have out-of-hours coverage and a Knowledge base provides the tools they need to solve their own problem, taking the call away from the first-line helpdesk.
Recognize and Reward – Gamification can be used with focustechs to motivate and reward your staff for providing great support. By rewarding agents for their outstanding efforts and allowing them to compete against each other, you can motivate and engage your support staff. Happy staff means happy customers.
Social Media – Allow your patients, GPs, and customers to log calls via social media channels. This will give customers the option of contacting you on a variety of platforms, as well as allowing you to be more responsive. Tracking hashtags and keywords, such as company name, could help your organization be more proactive in customer complaints and customer feedback.
Growth of Support – Look at other departments in your organization, such as Facilities and Health & Safety, and consider how you can offer one solution for the organisation. This will reduce overall costs and increase transparency in your organization.
- IT Service Desk Tips
- It’s easy to reach
ITSM’s golden rule is to make it simple for users to use your service. Employees are now expecting more than one channel. They want to be able to communicate with you via as many channels as possible, based on their experiences in the consumer world.
Your customer experience should be consistent
It doesn’t matter whether a customer calls Dave who has been working at the service desk for many years (and is considered part the furniture) or Tom, who is a new employee to the service desk. The customer experience should be exactly the same. I don’t mean “the same”, but excellent!
This is where training is crucial, along with having standards. Some companies script everything. While this can provide consistency, it can also be frustrating for customers and the service desk analyst who is handling the call.
Keep in touch with all contacts and respond to them.
Nothing is more frustrating than making a call to the service desk only to get no response.
My experience is that customers call/email to check if their ticket is still being processed or if it hasn’t disappeared forever in the black hole IT support. Automate this so that the ITSM tool emails the customer who called you every time the ticket gets updated. You can create a list of templates emails that you can send to customers to acknowledge their request and assure them that their ticket has been prioritized and is being worked on.
Make good calls notes
Service desks are harmed by “empty” incident records. Radio silence is the worst thing for customers, and it’s even worse for service desk analysts trying to resolve similar issues. Keep incident records up-to-date and make sure to share them with customers as needed.