Procure Advanced Service Desk Solutions
Service desk solutions are software that manages incidents and service requests in addition to handling end-user communications. It offers a single point of contact between a service provider and end-users.
A service desk aims to provide customers with different forms of support, such as incident resolution and service requests. In order to achieve this objective, the service desk needs to have an organized and structured approach to manage different tickets. Tickets are generally divided into two groups: service requests and incident management. Additionally, there are different levels of support for managing tickets.
These levels are ascending, going from first-level support for basic troubleshooting and provision of product information to third-level support where the root cause of the problem is identified, and changes to code may occur. An efficient service desk possesses specialists for every level of support that will provide the needed assistance seamlessly.
Procure Advanced Service Desk Solutions
Service desk solutions are software that manages incidents and service requests in addition to handling end-user communications. It offers a single point of contact between a service provider and end-users.
A service desk aims to provide customers with different forms of support, such as incident resolution and service requests. In order to achieve this objective, the service desk needs to have an organized and structured approach to manage different tickets. Tickets are generally divided into two groups: service requests and incident management. Additionally, there are different levels of support for managing tickets.
These levels are ascending, going from first-level support for basic troubleshooting and provision of product information to third-level support where the root cause of the problem is identified, and changes to code may occur. An efficient service desk possesses specialists for every level of support that will provide the needed assistance seamlessly.
Nevertheless, it might be challenging to handle the fluctuating number of tickets and assistance requests. A service desk solution enhances the way tickets are handled thanks to multiple advanced features.
At DigitalCook, we provide service desk solutions to accelerate and improve service desk management. Our solutions include features that enhance ticket management and problem resolution, such as automation and escalation functionalities. DigitalCook solutions enable you to easily track your customers’ tickets, the nature of the inquiry, the client that submitted it, and the established Service Level Agreement with the client.
As a result, you can streamline the ticket management process and gain customer satisfaction thanks to a quick and accurate service.
Nevertheless, it might be challenging to handle the fluctuating number of tickets and assistance requests. A service desk solution enhances the way tickets are handled thanks to multiple advanced features.
At DigitalCook, we provide service desk solutions to accelerate and improve service desk management. Our solutions include features that enhance ticket management and problem resolution, such as automation and escalation functionalities. DigitalCook solutions enable you to easily track your customers’ tickets, the nature of the inquiry, the client that submitted it, and the established Service Level Agreement with the client.
As a result, you can streamline the ticket management process and gain customer satisfaction thanks to a quick and accurate service.
Main Elements of DigitalCook Service Desk Solutions
Our service desk solutions offer several features. These features include but are not limited to ticket management, contact channels, self-service knowledge base, user-friendly dashboards, and service level agreements.
Ticket management
Ticket management presents the heart of service desk operations. It encompasses recording, organizing inquiries, and addressing them. Our service desk solutions at DigitalCook include a ticketing system that enables tracking the progress of inquiries.
Another feature is displaying the technicians responsible for tasks and subtasks. Therefore, redundancy and repetitiveness of tasks are avoided.
Main Elements of DigitalCook Service Desk Solutions
Our service desk solutions offer several features. These features include but are not limited to ticket management, contact channels, self-service knowledge base, user-friendly dashboards, and service level agreements.
Ticket management
Ticket management presents the heart of service desk operations. It encompasses recording, organizing inquiries, and addressing them. Our service desk solutions at DigitalCook include a ticketing system that enables tracking the progress of inquiries.
Another feature is displaying the technicians responsible for tasks and subtasks. Therefore, redundancy and repetitiveness of tasks are avoided.
Contact channels
A contact channel refers to the way customers can reach service desk specialists to submit inquiries. It encompasses many methods such as email, phone, instant messaging, social media, or self-service platforms.
These are called points of contact between clients and the service desk. Our service desk solutions at DigitalCook offer multi-channel integration. As a result, users can assist customers seamlessly and comprehensively.
Contact channels
A contact channel refers to the way customers can reach service desk specialists to submit inquiries. It encompasses many methods such as email, phone, instant messaging, social media, or self-service platforms.
These are called points of contact between clients and the service desk. Our service desk solutions at DigitalCook offer multi-channel integration. As a result, users can assist customers seamlessly and comprehensively.
Analytics
A service desk is a reliable source for collecting data. In fact, the inquiries that end-users submit can indicate market trends and opportunities for development, added sales, or expansion.
Our service desk solutions at DigitalCook enable sorting and graphic representation of queries to display useful metrics such as users' market demographics, purchasing preferences, and the most important product complaints. These insights are extremely beneficial when establishing a business strategy.
Analytics
A service desk is a reliable source for collecting data. In fact, the inquiries that end-users submit can indicate market trends and opportunities for development, added sales, or expansion.
Our service desk solutions at DigitalCook enable sorting and graphic representation of queries to display useful metrics such as users' market demographics, purchasing preferences, and the most important product complaints. These insights are extremely beneficial when establishing a business strategy.
Self-service Knowledge Base
Our service desk solutions have compilation functionalities of frequent and common inquiries into automated responses and how-to articles.
This feature enables users to access information and get responses around the clock, thanks to a comprehensive and exhaustive databank. Moreover, the support team can devote their time to find solutions for incidents that need additional creative problem-solving.
Self-service Knowledge Base
Our service desk solutions have compilation functionalities of frequent and common inquiries into automated responses and how-to articles.
This feature enables users to access information and get responses around the clock, thanks to a comprehensive and exhaustive databank. Moreover, the support team can devote their time to find solutions for incidents that need additional creative problem-solving.
Service Level Agreement
Our solutions have an integrated feature of Service Level Agreement information provision. It considerably facilitates identifying which incidents should take priority over others.
As a result, businesses can avoid Service Level Agreement violations and preserve integrity.
Service Level Agreement
Our solutions have an integrated feature of Service Level Agreement information provision. It considerably facilitates identifying which incidents should take priority over others.
As a result, businesses can avoid Service Level Agreement violations and preserve integrity.
Service Desk Solutions Automation
The automation feature with our service desk solutions extremely accelerates workflow. It enables the automation of time-consuming and predictable routine administrative tasks.
These tasks involve issuing daily reports as well as ticket progress notifications. As a result, the automation feature optimizes time and resources and makes the overall procedure of ticket management more effective.
Service Desk Solutions Automation
The automation feature with our service desk solutions extremely accelerates workflow. It enables the automation of time-consuming and predictable routine administrative tasks.
These tasks involve issuing daily reports as well as ticket progress notifications. As a result, the automation feature optimizes time and resources and makes the overall procedure of ticket management more effective.
User-friendly Dashboards
Our solutions at DigitalCook have a centralized user interface, improving the visibility and accessibility of ticket information and data significantly. Our software consolidates multiple data streams into one interface.
These data streams include pending tickets, resolution rate, incoming calls, and other essential metrics. This data is grouped in clear and explicit modules so supervisors can gain quick visibility into various metrics within a unified and user-friendly interface.
User-friendly Dashboards
Our solutions at DigitalCook have a centralized user interface, improving the visibility and accessibility of ticket information and data significantly. Our software consolidates multiple data streams into one interface.
These data streams include pending tickets, resolution rate, incoming calls, and other essential metrics. This data is grouped in clear and explicit modules so supervisors can gain quick visibility into various metrics within a unified and user-friendly interface.
Let’s get started !
Request a call back from our experts now
Let’s talk about your project
Join our team