![]() The number of users and systems connected to the network far outnumber the IT experts who strive to meet or exceed customer expectations every day. All three problems were settled within about 20 minutes. Shuleski said the live chat was such a positive experience, she asked about two other issues. “The IT technician responded quickly and once I explained what was going on, he was able to resolve the issue in a matter of minutes.” “I am so thrilled with the new app,” said Christine Shuleski. ![]() Printer problems prompted a program analyst in the C4ISR Directorate to test the support button icon one day. I’m able to provide the same level of customer service as if they are talking to me face to face.” “I’m able to grab multiple chats at a time and work them all at my own pace. “As a tech, I feel like I can be very productive using the chat feature,” said Jessica Holliman-Wilson, IT specialist. Customer service representatives can also see the people waiting in line. Users can continue working while waiting for a technician to come on the line, plus watch as they progress through the queue. The technician response time using the live chat feature averages less than two minutes. According to Raup the best anyone can do is leave a voice mail message, which due to the volume of calls and work tickets, could go unnoticed. Lastly, people can still request assistance by dialing 5-6677 however, using the legacy phone system offers fewer options to help the customer. Technicians working at the service desk are available to address simple customer issues on the spot, loan IT equipment and assist users in entering help tickets for situations that require complex solutions. For the do-it-yourselfers out there, the IT Knowledge Base link provides information on a number of topics. Personnel can submit work requests using the IT Service Desk link on the depot’s intranet site. Personnel can use other methods to get help with their IT issues, but the new live chat feature will be a game changer for getting the support they need, according to Malone. The system also provides a transcript of each session that can be used for accountability and training, he added. “The data we are able to collect with this new technology can help us track information such as how long people are waiting in the queue, the number of completed chat sessions and types of concerns.” “Everyone on my staff has access to the live chat capability whether they are working on or off the installation,” said Matthew Raup, Customer Service Branch chief. Implementing innovative ideas such as the live chat, walk in service desk, and knowledge base library help the organization meet those requirements. “This enhanced tool results in most issues being resolved quickly and within first contact,” Kutch said.Īrmy standards dictate the amount of time technicians have to respond to and close a request it varies with each task. The live chat provides an easy to use customer interface, while maintaining a robust set of administrative tools, features and options, which allows the help desk agent to quickly view, troubleshoot and resolve issues, according to IT Specialist Dave Kutch. “We are able to help more people, more efficiently, and with just a few clicks, it’s even easier for the customer to request and receive assistance.” “The new chat feature and corresponding support tool is a force multiplier for the customer service branch,” said IT Specialist Sean Malone, Resource Management Directorate, Information Management Division. Customers can reach out in the exact moment they have questions or problems they cannot solve.īeyond improving the customer experience, the ability to increase team productivity – combined with data collection – can lead Team Tobyhanna to greater success with live chat as part of its customer support plan. Personnel experiencing problems with government-issued computers or peripheral equipment can click on the orange “support button” icon located on their desktop to live chat with IT experts trained to resolve any situation. Live chat technology is a fast, efficient and convenient way for computer users to get in touch with Tobyhanna Army Depot’s information technology (IT) customer service team. (Photo Credit: Thomas Robbins) VIEW ORIGINAL IT Specialist Jessica Barto demonstrates how Team Tobyhanna can use the live chat application to resolve computer issues quickly and efficiently.
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