Pinja joins the customer service week of Wave customer service network this week from 7th to 11th of October 2024. In the spirit of the theme we want to put a spotlight on Service Desk, how it operates, and the impacts it has for example on customer experience.
In short, customer experience covers the feelings and reactions of customers when they interact with a product or service provided by a company. When it comes to IT and software services, a typical point of interaction is Service Desk, which can help improve customer experience in many ways.
Service Desk of Pinja helps external and internal customers with support requests of various systems. Behind the professional operation you can find versatile knowledge of our professionals, systems for managing information, and fine-tuned processes, all of which contribute to fast response times and high quality customer service. Having a Service Desk as a part of your product chain provides you with significant benefits for improving customer experience.
Service Desk knows both the customer and stakeholders
One of the most important functions of Service Desk is to operate as a link between the customer and company. Therefore Service Desk cumulates knowledge about customers as well as relevant stakeholders inside your company. When we understand customers and their needs better we can also provide better service and improved customer experience. In turn, knowledge about stakeholders enables Service Desk to communicate in an efficient and timely manner.
Customer experience is greatly affected by what it is like for the customer to contact the service provider and what kind of feeling they are left with after the contact.
For example, software development may include Service Desk in planning release schedules and communicating about changes. This way we can take customers into consideration more easily when planning changes, and customers get information about changes and potential fixes as fast as possible. Experience in many IT and software products has provided Pinja Service Desk experts with expertise in process management and they can also influence development of these processes.
Service Desk ensures availability of the service
Customer experience is greatly affected by what it is like for the customer to contact the service provider and what kind of feeling they are left with after the contact. In this, Service Desk helps simply by existing: When service production is supported by Service Desk, the customers know how to reach the service provider and get an established time frame inside which their service requests are surely received by the provider. Service Desk also supports continuity. By processing and documenting service requests in a systematic way the information to support efficient performance and problem solving stays within Service Desk for future use instead of valuable knowhow escaping when facing changes in staff. With Service Desk the communication with customers is not dependent on a schedule of a single contact person, and we can ensure that customers get help even during holiday seasons.
Processing of service requests is supported by professional and continuously improved processes, functioning systems and active documentation that enable us to provide quality service on the first point of contact. Without using Service Desk it can be challenging to guarantee consistent communication and availability of customer service, both of which are important factors in building trust with customers. Weakened trust will in turn inevitably affect customer experience.
Service Desk is expert on customer service
The quality of communication and interaction of interacting with customers directly effect to customer experience. As professionals of customer service and customer communication the staff of Service desk can face customers as people while solving their technical issues. Clear, understandable and professional language also builds credibility and trustworthy image.
Since Service Desk has understanding about IT and software products and insight about customers, it can act as a type of interpreter between the two. Service Desk can typically see how systems can be utilized to support the needs of the customer, and it can forward customer insight to support development of products and processes. Experts of Pinja Service Desk also have plenty of experience and knowledge to solve problems directly, which enables faster resolution times and better customer experience.
Average customer satisfaction of tickets processed by Pinja Service Desk in 2024 is 4,83/5. Get to know our Service Desk services here.
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Service Desk services at Pinja
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