\nCommunication with your users is vital to ensuring that the help desk works. The more they know\nabout what is happening, the less likely they are to complain. When I was working in support for a\nmajor software company, I would call the customer whenever I had any new information and at a very\nminimum once a week. <\/p>
Whenever the call needs to be escalated or handed off, the user must\nbe informed. No matterwhat level it gets escalated to, you have to keep the user informed. In\ngeneral, the flow to the third level is the same as for the second level. Here, too, you need to\nmake sure that the useris informed. <\/p>
Escalation to the fourth level (that is, external\ncompanies) must always have a trouble ticket. One thing that needs to get added to the problem\ndescription is the call number from the other company <\/i>(i.e., the vendor). Without it, it\u2019s\ndifficult to associate their call with yours. You should also ask them to include your call number\nin their problem description. If they call back and the person who made the call is unavailable,\nboth sides can find the right call.<\/p>\n","protected":false},"excerpt":{"rendered":"
Communication with your users is vital to ensuring that the help desk works. The more they know about what is happening, the less likely they are to complain. When I was working in support for a major software company, I … Continue reading