SMART Service Desk IT Service Management Software

SMART Service Desk IT Service Management Software

Is your company looking for a real solution that solves your IT Service Management Software needs? Are your looking for IT Service Management Software that can be desktop or a cloud based solution?

Well our SMART Service Desk IT Service Management Software meets your needs.  It can be installed quickly and easily.  With streamlined training your solution can be implemented with little to no downtime. It is a solution that fits different sized companies and even down to small businesses.

SMART Service Desk - IT Service Management Suite is a flexible and robust solution that can be deployed via Purchased On-Premise, Subscription On-Premise and Cloud Subscription, with the portability to switch. It is simple, yet comprehensive; highly configurable ITSM Suite developed in alignment with the ITIL best practice framework to manage the entire service life-cycle across. We offer an integrated and modular solution that is designed to support multiple languages.

SMART Service Level management facilitates monitoring of services and proactively generates alerts on pending SLA breaches and provides critical performance metrics. Easily track SLAs based on services, priorities, business units and customer class.

SMART SLA Management module allows documenting IT & Business Services that are designed to meet the Service Level Requirements (SLR's) at mutually agreed Service time targets.

SLA Management helps in enhancing stronger relationship between the service providers & customers, based upon common business goals & objectives.

Also available for Mobile Applications technology is the fastest growing area of software development. As per industry reports, globally enterprise mobile users are forecasted to exceed 500 million by 2015.

SMART Service Desk Application is now available on all major mobile phones like I-Phones and Androids Devices, which allows employees to maintain productivity regardless of their physical location and the type of device they own, ensuring 24/7 service delivery.

SMART Service Desk Mobile Apps, provides true mobility to employees and support staff to access data related to all key ITIL Processes such as incidents, service requests, problems, change and asset management. Ready to use real time reports within SMART Service Desk ensure management and support staff have up to date statistics.

SMART Service Desks built in search engine for tickets and knowledge solutions is fully accessible via the iPhones and all other SMART Phones.

You can download SMART Service Desk - Android App from Google Play by searching “SMART Service Desk” and SMART Service Desk IOS App from ITunes Apple store as well.

Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software should be your solutions. 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

Customer Service in the Social Media Age

For services representatives, promoters, and content marketers, the next step in your online branding campaign may be to open up your social media channels for customer service.  This post will serve as a guide to optimizing your social media for high quality customer support.

According to figures from the Institute of Customer Service (ICS), the last 18 months has seen levels of overall customer satisfaction fall for the first time since their survey began in 2008. Long-suffering customers who previously felt powerless now feel a greater sense of entitlement, and that sense of entitlement can't be ignored because, as the old adage goes, the customer is always right.

Forging any kind of relationship amid the choppy, fast-moving waters of social media is tricky, and we're certainly well past the stage where a tweeted acknowledgement of our customer complaint is enough.

While the jury may still out as to whether social media provides an efficient customer service channel (according to ICS figures, 26.2 per cent of us have used it but only 6.7 per cent have ever received a reply), some brands use the social media channel to their advantage. At its office in Wythenshawe, Virgin Media employs 30 people working in shifts to provide customer care across Twitter and Facebook.

Did you know that... 95% of Millennials expect brands to have a Facebook presence? Also, 87% of Gen X’ers (30 to 44-year-olds) and even 70% of those ages 45 to 60 think brands should, at the very least, have a Facebook page. While consumers reduced expectations by about 10% for Twitter presence, they dropped expectations even further for Instagram, LinkedIn, Pinterest, YouTube and Google+. Only about 50% of those polled expect brands to have a presence on all these social media platforms.

Social channels are a sign of a company’s dedication to transparency, accountability and even customer service! Customers recognize this and expect to see a brand engaging with customers on Facebook. Even though “silent” customers may not add comments or likes (basically, VALUE) to a brand’s Facebook page, still... they’re watching.

Brands’ social media channels leave them open to consumer criticism. American consumers know this and therefore have more respect for companies that encourage feedback and respond in a timely and thorough manner.

What do customers want from companies on Facebook? If customers expect a brand to be active on Facebook and possibly two or three other social channels, the next question is, what do they want from companies there?

When brands deliver enrichment on social media, they are rewarded with brand advocates and consumer goodwill. In this era when brands must skip direct selling and rely on brand advocates to market for them, social media channels should only tangentially touch upon a brand’s products and services; instead focusing on customers’ needs.

Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software should be your solutions. 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

Ask Your Customers Important Questions

SMART Customer relationship management (CRM) software, offered both on-premise and cloud-based CRM, help businesses reduce costs and increase profitability by organizing and automating business processes to ensure customer satisfaction and loyalty in the sales, marketing, and customer service fields.

With SMART CRM solutions we deliver ROI through automation in customer service, and sales force automation. We also offer mobile apps that allow you to manage your customer relationships on your mobile devices, and software integration adaptors that integrate data and reporting from social media directly into your CRM application.

SMART Service Desk - IT Service Management Suite is a flexible and robust solution that can be deployed via Purchased On-Premise, Subscription On-Premise and Cloud Subscription, with the portability to switch. It is simple, yet comprehensive; highly configurable ITSM Suite developed in alignment with the ITIL best practice framework to manage the entire service life-cycle across. We offer an integrated and modular solution that is designed to support multiple languages.

Learn to ask your customer what they really want. SMART Survey Management solution is complete functionally rich software, which can be can used for :

Surveys for Service Support Delivery: Get Support Feedback, after completion of Incident or service Request Tickets. You can integrate employee or customer feedback with your existing business processes.

Surveys for Employee Feedbacks: Get periodic employee surveys, since satisfied and motivated employees create more satisfied customers.

Surveys for Training Feedback: Get end of course, student satisfaction feedback.

Surveys for Customer Feedback: Measure and evaluate customer satisfaction, every time a customer interacts with your company. You can take actions and solve customer issues based on real-time feedback

SMART Survey Management Solution, can be integrated with your existing Human Recourses, ERP Systems and your websites.

Customer design your own brand based surveys.

Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software should be your solutions. 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

Why You Need ITIL Compliant Solutions

According to an August 2013 Markets and Markets report, using MSPs can reduce the recurring in-house IT costs by 30-40% and increase efficiency 50-60%. MSPs enable organizations to bring in capabilities that they lack so they can focus on their core competencies. There is a clear value proposition for businesses to use MSPs.

An IT MSP can provide technology support for production, HR and Staffing, marketing and sales, and maintenance. While MSP often provide offer vendor specific services, there is an increasing demand for expertise in vendor-neutral services.

By improving the client’s processes around IT, MSPs can:

    Provide comprehensive services for the business, user, and customer
    Improve execution and delivery
    Provide meaningful performance indicators
    Justify the cost of service quality
    Decrease mistakes and rework
    Better manage resources
    Eliminate redundant work
    Apply lessons learned from previous experiences

1. Show value as a strategic business partner

While clients expect MSPs to meet agreed to service levels, MSPs who adopt ITIL have the foundation to exceed expectations. For example, a service request for a new laptop may have an agreed to SLA of five business days. A MSP following ITIL request management best practices would deliver the laptop within five days and would have also captured the laptop configuration and warranty as an asset, and then send a survey to the laptop user for feedback on satisfaction with the request process, delivery and laptop. Being able to consistently deliver services efficiently with high customer satisfaction allows clients to be more productive and highly productive workforce is a strategic advantage.

2. Create and manage a better customer experience

Good MSPs strive to provide great customer service using ITIL. Designing IT processes with the customer (end user) experience in mind is an integral part of the implementation. ITIL not only minimizes inefficiencies due to recreating the wheel but also ensures that the processes will be used versus circumvented.

3. Run more efficiently and effectively

Like all other quality management standards, one of the core elements of ITIL is continual improvement. Customer feedback, corrective/preventative action, and quality audits provide rich data on how to improve. Continual improvement will lean out inefficient processes. IT service management tools help to enable consistent process, execution, data quality and continuous improvement.

4. Clients won’t outgrow you

Many businesses realize that IT is not a core competency that their organization should focus on. That is primary factor in their decisions to outsource their IT to a MSP. However if the MSP has not effectively invested in providing a comprehensive catalog of ITIL services, then they run a significant risk of not having needed capabilities for their clients as they grow . Adopting ITIL equips a MSP to be a long term partner because their support can scale to the client’s needs.

5. Market to larger companies

Larger companies have higher expectations of the MSPs. They select MSPs that can make them better, faster, and cheaper. That means the MSP must have systems and processes in place that can meet demanding customer needs. The ITIL provides the framework for establishing the right systems, processes and best practices.

Effectively implementing ITIL can be a game changer for MSPs. ITIL processes are critical which will help improve productivity without increasing the resources. When combined with other IT frameworks such as COBIT for governance, a MSP can become a valued long term strategic partner for clients.

Your business needs customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software should be your solutions. 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

Do You Give Your Customers A Voice?

SMART Voice of Customer – VoC Software Solution, helps organizations to maximize customer satisfaction and increase revenue while minimizing the cost of delivering an outstanding customer experience. SMART VoC provides a customer can have variety of channels to communicate with you about your business, including web portal, email, mobile apps, SMS and social media posts. Your Customer Relationship Managers can have access to Customer feedback analytics, which summarize information captured across multiple channels, so that they can analyze it efficiently, and share it across your enterprise for quick decision making to ensure high degree of customer satisfaction.

With SMART VoC Solution you can foster employee engagement, retention and productivity. Your satisfied employees can create more satisfied customers and Improve processes, products, and services, and ultimately your organizational profitability.

Do you remember the line “If you build it they will come.”? Here is a variation that will help you build your brand… “If you ask them they will answer.” Ask your customers about their wants and needs and they will give you the answers you can apply to your products and services. That is what SMART Service Desk’s Voice of the Customers brings to the table.

VoC programs emerged from the market research environment. This describes the in-depth process of capturing a customer's expectations, preferences and aversions. Specifically, VoC systems produce a detailed set of customer wants and needs and prioritizes them in terms of relative importance and satisfaction with current alternatives. Highly evolved VOC programs also analyze and act upon free form customer comments from multiple sources, including call centers, salespeople and social media.

Customer feedback is a goldmine! Know you need to implement an internal processes to track complaints and go about fixing them. And from that learn to prevent them in the future. Also, do everything in your power to make it really easy for customers to give feedback and tell you about problems they are having. It takes time to sift through feedback, but the value added to your business is worth it!

When business listen to their customers share their stories, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.

Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software should be your solutions. 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

How Does Your Business React To Customer Complaints?

In today’s Internet-driven market place, customers exercise more power than ever before. A satisfied customer may share their good experience with a few friends, whereas an angry customer has the potential to reach thousands of contacts in social networks and communities.  And for each customer that complains, there are anywhere from tens to thousands of people that don’t complain. 

Unfortunately they silently stop doing business with your firm.

Complaints happen every day. When a customer complains, it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation, a product, service, or maybe a combination of the two. In the customer service industry, we cannot avoid complaints. 

We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer. Fewer than half of unhappy customers will bring a complaint to your attention. 

Those who never say anything will directly tell an average of 11 other people about their bad experience. It is important that we recognize complaints as opportunities, so we can sway these averages, one resolved complaint at a time.

Customers want to know someone is listening and they are understood, and they are hoping you are willing to take care of the problem to their satisfaction. No matter what the situation is, when a customer brings a complaint to your attention, even if they do it in a less-than-desirable way, be thankful. As the old saying goes, “You can’t fix it, if you don’t know it’s broken.” Moreover, we must realize that improper handling of a customer complaint can be costly to the business.

Keep in mind when you’re facing negative word of mouth, time is not on your side. The longer you wait to respond, the angrier the customer will get, and the more likely others will pick up on the issue and spread of the negative buzz.

The only thing worse than ignoring upset customers is to respond with a canned corporate response. If you thought they were mad before, wait until you see how they react to an excerpt of your policy terms and fine print.

Show empathy, communicate in a friendly tone and use your real name. And if the forum supports it, it helps to include your actual photo.

It’s easy to yell and scream at an anonymous company. But when someone shows up and says, “Hi, this is Emily and I’m so sorry for the trouble…” it changes everything.

The critic now realizes he wasn’t yelling at a giant, faceless company. He was yelling at Emily. Quickly, the anger fades, and you’ll often get an apology.

Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software should be your solutions. 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

Know Your Best Customers and How To Keep Them

Properly managing and retaining customers form the real backbone of business success. Everyone, from the sales staff to the front-line customer service representatives to the CEO, should concern themselves with customer satisfaction and customer management. All employees, regardless of their primary job duties, are responsible for promoting and representing the business. Therefore, employees often are the most effective, and inexpensive, sales tools.

The inability to satisfy customers quickly results in the loss of a customer base for a business and soon after that, the loss of the business. First of all, make sure you have a quality product or service. Next, ensure your business and employees are easy to deal with and polite. The words, "thank you," go a long way. Empower your customers and ask them questions to make sure their needs are met and they are fully satisfied. After all, dissatisfied customers tell seven to ten people, while satisfied customers only tell an average of one person.

Do you know who your most profitable customers are? Odds are they're your low-profile customers. Great customers often fly under the radar because they quietly make big purchases and drive a substantial portion of your profits.

They aren't the ones making demands or complaining. They may not even be your most frequent buyers. In fact, frequent customers often cost businesses money because they require discounts or other incentives to buy.

Despite what we often say, most people like things that resemble them in some way. This cognitive bias is called implicit egotism, and is an important thing to keep in mind when communicating with customers. In order to attract the sort of customers you want, you need to identify your target customers down to the last detail and then craft a brand message that perfectly matches their pains, goals and aspirations. It’s easier to fill this existing demand than to create one.

If customers don’t enjoy your selling process, they’ll likely never do business with you again. Thus, selling to customers the “correct” way is an integral part of creating customer loyalty. Below are a few studies to help you improve the process.

Outstanding customer service is a real no-brainer: You can’t create a tribe of loyal customers without an exceptional customer service experience that keeps them coming back. In this section, we’re going to bust a few customer service myths wide open, as well as tackle some important things you need to keep in mind when offering support online.

Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software should be your solutions. 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