Windward Insights

Why Don't More End-Users Believe In Their Own IT Organizations?

Published Jun. 17, 2015
Written by Michele Darwin

help desk

IT organizations have a very highbar for success. Customers want a variety of instantaneous, always-on, always-available technology services – and for the most part, from what we’ve seen, the people behind these IT Services do a really impressive job of making sure everything is runs smoothly. So why do customers always seem to think their IT isn’t up to par?

This is probably the result of apsychological phenomenonthat tells us people will remember their most negative experiences over average or even extremely positive experience.

It’s hard for an end-user to have a more negative experience than the average call to the Service Desk. You’ve probably plodded through a script that goes something like –

Can I please have your name? What’s your call regarding? I’m sorry to hear that you’re having this issue, have you tried restarting your device? I’ll create a ticket and assign it to one of our support engineers. You’ll see an email with the Ticket ID# in your inbox in just a minute. You should receive a call from the assigned support engineer shortly. Is there anything else I can help you with today?

It may have taken six engineers twenty straight hours and a case of Red Bull to isolate the problem, and deploy a solution, but the service was brought back up, and the customers should be happy, right? Unfortunately, after all that effort and stress, the end-user’s experience with the Service Desk had already left them feeling unsatisfied and underwhelmed.

We don’t think the end-user’s Service Desk experience can change until we empower our reps to have a more engaging and intelligent conversation with their customers.

Everyone already has monitoring systems that actively measure the health of their network, servers, and maybe even applications and services. What if you could take that information and equip the person picking up the phone to be less generic with end-users?

OK, let me check our current systems for possibly related incidents – it looks like we have a team troubleshooting a network outage between Dallas and New York, and could be causing the issue. We have an update on that situation scheduled to go out in 21 minutes, would you like to be added to that circulation? Is there anyone else you’d like me to add to that update? How else I can help?

It isn’t surprising that people don’t generally want to be mechanically processed. Your end-users want to feel like they’re in the capable hands of the experts. The way to accomplish this is to enable data driven transparency and dialogue between the end-user and the Service Desk Representative.

Your organization already has the tools and is already capturing the data. The next step is equipping the face of the IT organization with that information to facilitate better end-user experiences.