The importance of information in Service Desk
You have probably heard the infamous phrase “just a moment, we will register your request, Mr.”, and when you call the same service provider again, to demand information about their assistance, you have the distinct impression that none of what you said has been registered. For this kind of situation not to occur, the companies that use registration systems must teach their employees the importance of registering requests, and keeping the information updated.
But what information should be recorded and updated? All information must be registered. What will determine whether it will be updated or not is how important this information is. In the specific case of a call registry, whether it is for answering a question or for a technical support request, the information provided by the client has high importance, since it determines how the call will be conducted. Try to collect as much information as possible, because if it is not you the professional who will solve it, or answer the client’s questions, that is, when this service is directed to another professional, they will not need to ask new questions. The good amount of information collected and recorded in the first call avoids the embarrassment that happens when the customer is asked more than once about the same thing by different professionals.
In the cases of support calls, where the resolution to the problem reported by the customer demand various interactions, whether by phone, email or automated records via the web, actions must be constantly updated. This practice encourages a continuous service, since when the client contacts the company again demanding information about their request, any analyst can provide continuity in the assistance.
The information for the closing of the call is just as important as the correct information record on the opening of the call and the interactions that occur during its life cycle – which can consist of two interactions (initial and final) or more. These are often responsible for the composition of a solid knowledge base for research and resolution of future requests on the same topic.
Many see this process as a bureaucratization, something tedious to be accomplished, but customers and service providers should understand that registering and updating information from services must be seen as a security, an agreement that assures that what is requested must be delivered or, at least, has a justification for not being delivered.
