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Your colleague working from home has the same questions and problems as your colleagues at the office. And he expects the same service, too. You can use a unified communications tool to support your employees on location but that is not enough. Provide services the way the customer wants using the medium of his choice.
Your colleague working from home has the same questions and problems as your colleagues at the office. And he expects the same service, too. You can use a unified communications tool to support your employees on location but that is not enough. Provide services the way the customer wants using the medium of his choice.
Your colleague working from home has the same questions and problems as your colleagues at the office. And he expects the same service, too. You can use a unified communications tool to support your employees on location but that is not enough. Provide services the way the customer wants using the medium of his choice.
desking and working from home, it has become increasingly important to keep in contact with colleagues using the proper means of communication. This has led to a quick succession of technological developments. A lot is possible from a technical point of view, says Gerben Hoogwerff Kroon from AskRoger!, an expert in Unifed Communications. Using Unifed Communications to provide every employee with one platform for all communication channels ensures that people can work from home as they would in the offce. They can ask their colleagues questions via audio, email, chat or video, for example. Service via every medium The presence of various media and increasing digitalization within service departments and organizations offer many opportunities for improved services. Unfortunately, this is not yet the case in practice. Hoogwerff Kroon: Everybody knows how annoying it is when the customer service needs to fnd all kinds of information, it feels very ineffcient. They already know who is calling, right? By integrating the Microsoft Lync application with your other service tools, your service desk can provide better and faster help. Hoogwerff Kroon: To make good service independent of the colleagues location, we have integrated TOPdesk with Lync. This is a frst step towards helping your customers better and more quickly through all channels. The current integration offers a number of improvements for services provided via phone or chat. This way, you wont have to look up a customers information when they call. You can see their information, including current calls, in an overview. Hoogwerff Kroon says, The customer doesnt have to wait until their information is found, and because you can refer to the other calls they experience your involvement. Regardless of whether you processed his previous calls or not. The TOPdesk-Lync integration not only helps you to provide better customer service, it also makes it easier to log new calls. A new call can now be logged directly from the chat conversation or the pop-up that appears during telephone calls. You can open the Caller card from the pop-up. From there you can directly log a new call with the contact details already flled in, explains Hoogwerff Kroon. In chat conversations you can copy the conversation to the call with one click. Let your customer determine the medium Lync enables you to use more media besides telephone and chat, but these are currently not used to their full potential. Most people still think its strange to use video chat, says Hoogwerff Kroon. But I think that this is slowly changing: the more we need to keep in touch with people all over the world, the more important it is to see each other. Sometimes an email is suffcient, but if a question is more complex, the customer 22 PROCESS AND PRACTICE Gerben Hoogwerff Kroon, AskRoger! YOUR CUSTOMER USES WHATSAPP? WHY NOT LET THEM REACH YOU THROUGH THIS MEDIUM? Gerben Hoogwerff Kroon AskRoger! wants to be able to switch to a more interactive medium. Body language, facial expressions these are the things youll miss when you are calling or chatting. In the end, the customer will take the lead; if they have a question, they determine which medium to use to reach you. Hoogwerff Kroon: If you use a specifc chat client and your customer is at home, they dont want to install this application to contact you. The roles have been reversed: your customer uses WhatsApp? Why cant they reach you through this medium? Ultimately, your customer is going to determine the medium you use to provide service. Present! Indicating your availability, or your presence, is an important aspect of providing services through a variety of media. When service providers and customers indicate their status in a tool like Lync, it is even easier to provide and receive good service. A customer can directly see whether a specifc service desk employee is available for a question, and vice versa: if you are processing a call you can check whether the customer is present and available. According to Hoogwerff Kroon, The positive aspect of Lync is that it is not limited to the organizations borders: you can decide to extend your communication network to suppliers or partner organizations, for instance. When you need a new printer, for example, you do not have to call to see whether your contact person at the supplier is available. This creates shorter communication lines, enabling you to process calls more quickly. Service through Skype Developments in media and technology have created a lot of possibilities to bring your services to a higher level. The TOPdesk-Lync integration is the frst step towards providing your customers quicker and better service on the phone or through chat. It is essential that communication channels suit your organizations applications, and Hoogwerff Kroon predicts that the developments in this area have only just begun. In the future, I expect service provider websites will include a block containing contact options, including the persons currently available. When a customer clicks the preferred contact option, an automatic connection is made with his own communication software. Does the customer click the video chat? A new window opens in his own chat client, such as Skype. We are going to use more programs both professionally and privately. You can tell more and more people are starting to ask service providers questions on Twitter. Text: Nienke Deuss PROCESS AND PRACTICE 23 Your colleague working from home has the same questions and problems as your colleagues at the ofce. And he expects the same service, too. You can use a unied communications tool to support your employees on location but that is not enough. Provide services the way the customer wants using the medium of his choice. NEW METHODS OF CUSTOMER CONTACT More information on the TOPdesk-Lync integration? Are you curious about the possibilities of the TOPdesk-Lync integration? Please contact your local TOPdesk branch.