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Content
What is Help Desk? Who should use these? Features of Help Desk Hierarchy of Help Desk (Level of User) Flow of Help Desk (Working of Help Desk) Role of Customer Role of Coordinator Role of Specialist Role of Agent
A Businessfriend Indeed
Cor alMate
A Businessfriend Indeed
Cor alMate
A Businessfriend Indeed
Cor alMate
Important features
Web based application (can be accessed globally) Centralised complaint management & redressal. Authenticated User Login (encrypted password) Categorized user / Complaint management. Instant solution & escalation process Tracking complaints and maintaining history of each Advanced search options Facility to Export to Excel & PDF format FAQ management & solutions for complaints.
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Coordinator
Person who categorizes the problem and assigns it to a specialist also updates complaint status
Agent
Person who attends calls/mails of customers and logs complaints on behalf of customers. Searches solution from FAQ & provides instant solution
Specialist Specialized person with ultimate responsibility for providing solution to customer. He updates the library of FAQs & solutions.
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Coordinator
Agent
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Customers Interface
Action that customer can take filter records, add complaints, export data etc
Detail of logged user last login date and current logged date
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Role of Customer
Basic role that customer plays in Help Desk are:
1. Refer FAQ seek help from library (FAQs) 2. Log complaints to seek solution from specialist
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Actions of Customer
Customer can accept the solution if it solves the problem else reject it Click to see the detail of the complaint/problem
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Coordinators Interface
Detail of complaints (closed, pending & Detail of unassigned) coordinator
List of problems
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Role of Coordinator
Role defined for coordinator are listed below:
1. Categorized the complaint logged by customer 2. Assign complaints to Specialist for solution 3. Reassigns the complaint to another specialist (when complaints are send back to coordinator by specialist) 4. View complaint history 5. View status of complaints
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Action of Coordinator
Edit and set priority and Component
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Specialist Interface
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Role of Specialist
Specialist roles are
1. Provide solution to problems / queries sent by customers 2. Add the complaint to FAQ (if the query is appropriate to be added) 3. Send back the complaints if it does not belong to their domain 4. Chat with customers and coordinator to get more clarification about problems
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Enter List of complaint solution waiting for action. Click to take action Send solution to customer Communicate with customer & coordinator Send back to coordinator, when problem does not belong to them See the list of complaint to be added in FAQ list
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Agents Interface
This is something unique feature that we have provide lets have a look Customer make call to agent => Agent easily gets detail of the user just by entering any one of search parameters
Enter any one parameters to search customers detail Click to get detail
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Cor alMate
Role of Agent
Agents attend the complaint of customer either through phone or by email and enter complaints or problems on behalf of the customer
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Actions of Agent
To add new complaint or search solution from FAQ list
Click the name to fetch the details of the customers logged complaints Complaint history of the customer
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Adding Complaint
Process of logging complaint either from Customers interface or from Agents interface are similar => click on ReferToFAQ & Add Complaint add new
complaint or search solution from FAQ list Select Component => Module => Sub-module Fill the necessary detail and submit the complaint If solution does not exist in FAQ then Add Complaint Get the solution from the FAQ Detail list
A Businessfriend Indeed
Cor alMate
A Businessfriend Indeed
Cor alMate
Conclusion
The key for having a successful business is not just coming up with a product that amazes everybody, but actually providing those who buy it, a support level that ensures customer delight.
A Businessfriend Indeed
Cor alMate