SMART Service Desk: Excellent End User Experience Is Key

Companies know that their customer experience is key to future purchases. Do you consider that the purchaser may not be the end user? McDonalds knows that Mom maybe the purchaser but, her children are the real end users. It is their taste buds that must be the ones that are pleased with the visit. Yes, the Kids Meal toy is a key to get them started, but the meal must be a good experience to trigger the next visit.

For whatever reason is your business model one where the purchaser and end user are typically a different person? If so how do you integrate this into your company Service Desk IT Management Solutions?

With the customizability of the SMART Service Desk IT Service Management Software you can have solutions for this and other types of challenging dilemmas.

With the use of online and software experiences it is normal that the end users be a key component of consideration. To keep your critical applications running correctly, you need to see things as your users see it. In most businesses though, there is comparatively little attention devoted to monitoring the actual end user experience. Many businesses still find out about application and system performance problems through end user complaints, which is not desirable.

Enterprises need to be proactive about managing their IT infrastructure and the best way to do that is to measure the most important service metrics at your businesses’ end user involvement.

In the software and online world the end user experience is much better understood and has been well evaluated.  In the real world and brick and mortar world, not so much.  Most business think of the purchaser as being the end user.  In many cases that may be true. But in the quest for ultimate customer satisfaction even that metric should not be taken for granted.

Organizations are now more focused than ever on accurately understanding how end users experience is comprehended when it is uncoupled from the purchase assumption. Service desk questions should (need to) help determine if the caller is the real user so that the event is fully understood.

What is your company or business doing in an effort to fully understand and improve your end user experience?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com