PleaseTech blog

We aim to provide useful, pertinent and sometimes fun insights into the world of document collaboration and the workings of a technology company

That which is measured, improves

Posted by Nick Angell on 8. November 2013 09:55


Back in the summer, we decided to implement a new online support system to further improve our customer service offering. A key requirement was to provide 24 hour access as our clients operate in different time zones.

Having reviewed upwards of 10 different options over a three month period, we landed upon SysAid.  One of the key features of SysAid is that it gives our customers the opportunity to answer questions, or rectify problems themselves via for example, FAQs and an online knowledge base.

By empowering the customer, we have given them the tools to, in some cases, fix the issue themselves before even needing to raise the incident.  If they are unable to find a fix, the system points them to the information they need to send us in order for the query to be resolved quickly and efficiently, cutting out “email tennis” and saving valuable time.

Now it’s nice when I get in in the morning to see that when an incident was raised during the night, the supporting information (screenshots, log files) is already included, as well as the customer setting the urgency of the incident (so helping me prioritise internally).

Our knowledge base (FAQ) now has some 30+ articles, which given the technical nature of the support calls, is a good number.  They’ll always be a limit to the number of article simply because the incidents we encounter the most relate to document corruptions and environmental issues. 

But the purpose of these articles is to get the maximum information from the start of the incident, so the question is how do we make sure we’re asking for, or providing the client with the right information?

What we’re trying to do is monitor our direct email questions, spot trends and create articles based on these. SysAid enables us to tag each article, prompting the end user so that when logging an incident, they’re pointed towards any articles which match the incident criteria.

The knowledge base articles also record page views, which gives us some useful information on which articles are proving the most useful.

The news feed is also an area I like, from informing clients of a server/network outage to simply letting them know a patch has been released for PleaseReview.

This system is still in its infancy, but is an area I feel will only improve our customer service offering to the end user. Bottom line = if you’re happy, my CEO is happy. 

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