Dmytro Lazarchuk is a co-founder and CEO of Relokia with in excess of 8 a long time of expertise in electronic marketing and advertising and details migration companies.
You could have heard about the advantages of consolidating support desk situations, from escalating your help team’s effectiveness to boosting the world wide shopper encounter. But are these benefits really worth the exertion? Let’s discover out when consolidation is a good idea and see if you must merge your support desk cases.
When You Require To Consider Merging Your Support Desk Situations
So, how do you know when it is time to merge support desk circumstances? Below are some cases to view out for.
• When You are Applying Separate Cases For Every Brand name, Product Or Section
It could be time to take into consideration consolidating your support desk instances if your guidance teams are using the very same procedure to manage diverse accounts. Even if these teams are functioning on distinct products, manufacturers or departments, it’s however greatest to retail outlet all the details in one particular spot. Consolidating all the get the job done environments will enable your agents speed up ticket resolution.
Get the illustration of 4FRNT Skis and J Skis (previous shoppers of Relokia), two ski producers that market their goods on the web. While functioning with the exact same support group (and below the same possession), each model ran a separate Help Scout account. They resolved to consolidate their assistance desk situations, which authorized them to have the total background of interactions with just about every client at hand. With prior information easily accessible, buyer associates can provide additional customized solutions for just about every consumer.
• When You Have To Comply With Legal Necessities To Retail outlet Purchaser And Small business Info Within A Described Nation
Some countries put into action demanding info residency laws requiring providers to ensure the stability of their citizens’ info in a distinct fashion.
Organizations that retail store sensitive client data will need to be particularly cautious with their help desk accounts. If you are managing a global business, you may well need to have to merge aid desk circumstances so all the pertinent details are saved in a central platform (positioned in a unique place to comply with knowledge localization laws). With the proper instruments, you can export aid desk info seamlessly.
For case in point, a single Japanese business that faced the obstacle of running in areas with different time zones identified the ideal timing to consolidate their numerous instances into a central Zendesk account.
• When You Have to have To Protect Ticket Background Immediately after A Company Acquisition
You may perhaps also want to merge assistance desk occasions right after getting or becoming obtained by one more enterprise. Merging the assistance desk accounts from the formerly independent companies can drastically boost workflows and lower costs.
Soon after becoming obtained by Oneflare, UrbanYou (a former shopper of Relokia) consolidated each companies’ aid teams and support desk situations to retain accessibility to 200,000 tickets from their aged, separate Zendesk accounts. Because UrbanYou is exceptionally client-targeted, it was essential that they preserved existing shopper bookings, difficulties and concerns.
As these illustrations reveal, certain predicaments make consolidating your accounts particularly favorable. Now, let us dig further into the benefits of merging various support desk circumstances.
Why Acquiring A Consolidated Aid Desk Account Is Much better Than Functioning Individual Situations For Unique Items Or Departments
Listed here are some rewards you will gain from consolidating help desk instances.
• Much better Organization Of Your Assistance Groups
A merged account enables you to have out administrative perform from a person platform, simplifying the administration of various support groups. It also lets you effortlessly share data about method modifications across departments or regions.
• No Added Get the job done
Working individual accounts indicates your support desk agents will have to frequently log in and out. This wastes a good deal of valuable time. Consolidating multiple instances, on the other hand, allows them do the job on all tickets without leaving every account.
You will also remove copy get the job done that arrives from prospects submitting tickets for the exact same issue on distinctive devices.
• Much better Consumer Experience
With diverse teams doing the job on tickets, your prospects can expect more quickly resolution periods. Brokers and experts can rapidly attend to concerns that need their respective areas of experience (for occasion, agents can speedily solve uncomplicated troubles whilst tech professionals show up at to the much more complicated problems). And because all pertinent information is stored in a solitary ticket thread, they’ll have the context they need to effectively address the situation at hand, supplying a customized working experience.
Now that you comprehend the rewards of consolidating your accounts, let’s check out the ways you’ll have to take ahead of merging your support desk cases.
Guidelines For Enterprises: How To Prepare For Merging Help Desk Circumstances
Abide by these techniques to get ready for consolidating your aid desk cases.
• Manage Your Info Thoroughly
Obviously outline the services you will operate and the data you will need, then determine the typical procedures amongst the teams to merge them appropriately. Make sure all the sights, agent teams and terminologies are constant across expert services and shared procedures have the exact circulation.
• Confirm What You Can Migrate
Validate which canned responses, macros and sights you can transfer. Also, note which custom fields you need to have to migrate. The greatest software package will map all these objects on both the resource and focus on scenarios and make certain they match so that facts doesn’t get scrambled for the duration of migration.
• System Your Migration Timing To Reduce Downtime As Substantially As Probable
Import info all through off-peak hrs so you really don’t disrupt your processes or protect against your clients from finding the help they have to have. Choose a date and time that will work very best for your workforce and your consumers.
• Pick A Appropriate Data Migration Device
All knowledge migration tools are not made equivalent. Double-examine the program provider’s safety policies. Make certain they give standard updates, routine audits, a secure storage heart, compliance with safety laws and protection versus cyberattacks, data breaches and problems brought on by all-natural disasters.
In most scenarios, merging aid desk situations is valuable when you have far more than one instance. When done effectively, it would make for a lot more successful teams and happier prospects. With enough preparing and the appropriate migration resource, you can import help desk facts into a solitary occasion with no a hitch.