Fear may seem like a weird thing to talk about in the context of a software rollout. The truth is that most of your end-users are generally not excited about your new software. Instead, they are worried that it will make their jobs more complicated.

Imagine a user as a scared bunny rabbit and the new help desk software as an angry bear with big bear claws. They not excited to hear that there’s an online centralized repository for their support requests, instead, they have a hodgepodge of irrational fears swirling around in their head, such as:

1. 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?

2. More passwords – oh gosh, here’s one more password I have to remember.

3. Extra steps – why should I have to take an extra step to make YOUR job easier.

4. 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?

5. 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

More Passwords? 😤

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 …

Why is sending a help ticket important? It is not just for our benefit, and not any more difficult than sending an email …

1. Email is a lousy tracking tool.

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.

Help desk software also offers a simple way to organize an FAQ or knowledge base that lets customers self-serve common questions, saving time for everyone.

3. Prioritize important tickets.

Forget calendar reminders, sticky notes, and email. Sending a ticket lets the support team define not only ticket order, but priority levels and resolution time requirements.

4. Monitor the health of support.

Help desk software can track metrics like ticket volume, resolution time, customer satisfaction, and even individual support staff performance.

Open

Desktop of a busy IT support staff person