Task Management Software

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Home » Solutions » For Departments » Technical Support Department
Providing technical support service and consultation  

Providing technical support service and consultation


Planning tasks for providing tech support services
The function of technical support service and consultation brings the best value to the customers and meets their requirements. To build good relationships with customers and adjust smooth work of Tech support department, the department manager in cooperation with supervisors should develop an action plan intended for describing actions and tasks the operators and tech support engineers can do while working with customers. The action plan may include instructions, rules, action lists for standard situations, duties and responsibilities, and other. To build such a plan, the department manager can use VIP Task Manager. By using this software, all information in the action plan can be shared and delegated to the support team members. Task Tree tab of VIP Task Manager allows to create hierarchical view of the action plan and use subgroups. For example, in the task group "Action Plan" the manager can add such subgroups as "Checklists and Action Lists", "Instructions", and "Job Responsibilities". Each of the subgroups may contain tasks the manager specifies to plan and establish departmental workflow. By using Duplicate function of VIP Task Manager , the department manager can copy and assign these tasks to the operators and tech support engineers. Each task may have Due Date, Estimated Time, Priority, list of assigned resources, supervisors and other.

Tracking tasks
The relationship between technical support team and customers should be supervised by the department manager in order to ensure persistent workflow and quickly react to the raised issues. As the operators are front-line source for technical assistance, their tasks should be tracked and supervised first of all. Each operator works with assigned customers to find a solution or to redirect customer requests to the tech support engineers. For example, during online chat with customer, the operator finds out that customer faced non-standard issue with purchased software product, so it is required a competent advice from the support engineer. In VIP Task Manager the operator can assign the task "Check issue and reply to customer" to the tech support engineer. In task field Notes the operator can briefly describe the issue and leave contact information of customer. The department manager can watch current tasks of the operators and engineers by using Notifications Panel. If the department is large enough and there are a lot of people involved, the manager can use Watch List feature to assign task supervisors. In VIP Task Manager the collaboration between the employees is carried out in real time, so the department manager can watch real situation and track ongoing activity.

Reporting tasks
Task report is the way to summarize the department work, analyze workflow issues, and track performance of each support team member. The department manager also can keep statistics of all resolved and unresolved issues within a month or quarter.VIP Task Manager has Report builder which allows to create and customize the report content depending on the needs of the department manager. The task report in HTML format may include such information as task name, task status, priority, due date, assigned resources, and working hours spent per task and other. The report may show how many customers the operators talked to, how many requests have been replied and how many outstanding issues are still in work.

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