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Long waits – right now I can call in or stop the IT office and get immediate assistance. Will I still get the same level of personalized attention and speedy service?
More passwords – oh gosh, here’s one more password I have to remember.
Extra steps – why should I have to take an extra step to make YOUR job easier.
Black boxes – I’m not comfortable sending my request into some black box where it disappears. How do I know that you’ve received it?
Big Brother – are you going to be comparing my volume of requests versus my coworkers or are you going to report to my boss that I really didn’t know how to use Microsoft Office as well as I claimed on my resume?
Long Waits / Personalized & Speedy Service
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More Passwords? 😤
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Nope! Everything is managed in Active Directory! Use the same login credentials that you have for email, signing on to your computer, etc.
Extra Steps? Not really …
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If every help request becomes a string of emails, agents will struggle to prioritize and respond to each request effectively and efficiently. If users just call and leave a voicemail or send an email, only that person can take care of it. What if that person is out sick? It will sit in his inbox until he returns...not very efficient.
2. Opportunity for customers to help themselves.
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