Deskflows
How much is a more productive team worth?
The benefits of good customer service It is very difficult to measure the financial return directly associated with the results of a better customer experience, there is little available material on the subject. However, it is increasingly clear that the customer experience plays a decisive role in the company’s operating results. We have listed some highlights of the most recent surveys below, and we would […]
Why tiering your customer service?
In recent posts, we’ve talked about how the Theory of Constraints justifies the focus on improving the “process bottleneck” in the service process queues, we’ve taught how to find the maximum number of items that is acceptable in stock for each queue, and even how helpdesk software can help with the operacional organization. But after all, why structure the service into “levels” or “queues”? The […]
Eight steps to define your company’s SLA
In an article published a few weeks ago, we talked about the concept and calculation of the SLA (Service Level Agreement). However, setting up an SLA-based culture requires your attention to some steps. Today we will discuss a simple path to optimizing your team through SLA. Step 1: know your reality First of all, you need to know what kind of service you provide and […]
Sizing your team
Here at Deskflows we say: “agility is different from speed”. In other words, it is necessary to think less about functions and more about roles: enable the agent to navigate between different levels, acting on different demands, prioritizing according to an objective criterion. Therefore, sectioning your process based on these roles, or categories, is one of the most important steps when thinking about an agile […]
Stop using your helpdesk software as an inbox
It is not a secret that every service team must have a tool to organize access to customer requests by agents. It is the essential to have the context of requests centralized, specially to allow agents to help each other in certain demands. However, the vast majority of teams use these tools only as a shared email inbox. And this is much more common than […]
Theory of Constraints
The “Theory of Constraints” was presented by Eliyahu M. Goldratt and Jeff Cox in their book “The Goal”, from 1984, being initially imagined for a manufacturing process. However, the idea that the productivity of any process is limited by its most critical subcomponent (or constraints) can be extrapolated to other realities, including the provision of professional services. In this article, we will understand a little […]
Measuring your customer satisfaction
In today’s article, we will talk about a very important measure for any type of business: your customer’s feeling of satisfaction with your product, service or company. But why measure satisfaction? Can’t I just give my best, always? It is expected, of course, that every operation that serves internal or external customers is in constant effort to improve their service. But the truth is that […]
Why set your process SLA today (and how to use it)
Today, we will talk about the SLA (Service Level Agreement). As its name suggests, this contract determines a minimum level of service provided agreed directly with your customer. A common feeling is that SLA is a concept for very large or very mature operations, but the truth is that the sooner you focus on the process and define your SLA, the sooner you will have […]
Communication and management of Operations team
One of the biggest productivity challenges of an operation process is communication, especially the team’s internal communication. When a team does not have an adequate standard of internal communication, its customers end up suffering from the lack of standardization and delays. In this text, we address some of the most common problems with teams’ communication patterns, their impacts on management and some tips for you […]
Challenges of remote work
The challenge of remote work has an important feature: while most corporate decisions must centralize the client, remote work must consider (mainly) more internal factors. The solutions and experiences delivered should not be affected, however, the way they are delivered will be adapted. The main challenges will generally be related to your process, infrastructure, communication, and most importantly: people. In a world with a wide […]
Key metrics (KPIs) for support and customer service team
What is the purpose of your support team? What is the goal of your support (or helpdesk) team? Support can be the interface between product users and its development team in more technical cases, or offer quick solutions through the information available, for example. The service team will be the bridge between your product or service and the customer, managing the incident handling process with […]
The journey of building a customer service team
Building a customer service team is a long journey. Over my experience in the past few years and talking to our customers, we have been able to define some major stages in this team development process. In general, this roadmap applies to any service team, especially for companies that have products. For teams that operate in different markets, or when the service is ultra-personalized, some […]
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