A well-structured service desk
is essential
Managing and staying on top of the many possible support channels is an imperative for businesses and their service teams. Customer service can be provided via phone, email, live chat, AI-assisted support, chat bots, and social media. The use of a ticketing system is therefore particularly appropriate. All communication should be centralized, structured and traceable in this system - otherwise there is a risk of chaos.
What exactly do service desk teams do?
Often the unsung heroes of any service organization, good support agents are trained to answer customers' questions, solve problems, and help them use the company's products or services. They can provide information, offer technical assistance, or help process orders and complaints. Whether IT, non-IT, B2C or B2B support, your service needs to be perfectly organized - and this is where KIX comes in.
IT Help Desk or Service Desk?
Why not both!
The classic IT help desk focuses on providing support for IT and technical issues. IT help desks are typically divided into first, second and third level support. Today, however, this function has evolved into a holistic service desk that is used in almost all business areas and sectors, far beyond IT. All service teams in the organization can use the service desk and benefit from its comprehensive services. This means that a company can have several service desks. KIX covers all requirements of an IT helpdesk and is also suitable for a company-wide service desk due to its flexibility.
Putting the customer and their service experience first
It can't be said often enough: the service desk is not just about providing much-needed help and troubleshooting. From a business perspective, it has an indispensable role to play: the service desk is the central building block of your company when it comes to taking the customer experience to a personal and sustainable level. Because one thing is clear: a positive customer experience contributes to customer loyalty. Customers also provide valuable feedback that should be used to improve products and services.
Important features and benefits of the KIX service desk
- Automatic mail-to-ticket and ticket assignment
- Fast and accurate processing of service requests
- Flexible working methods with Kanban and/or ticket views
- User-friendly customer and self-service portals with FAQs
- Connection to CMDB and asset databases
- Digitized management of service level agreements (SLAs)
- Support for service staff with FAQs and a knowledge base
- High security with single sign-on, multi-factor authentication, and S/MIME
- Easy administration
- Out-of-the-box with customizable and scalable options
- Cloud and on-premises use with flexible changes
How AUCOTEC is rethinking customer support with KIX:
The single entry point as a success factor
A single point of access for all customer support? For AUCOTEC's management, this made perfect sense, but their colleagues were shocked. Reactions ranged from skepticism ("You can't do that!") to concerns about service quality. However, the real test came with the customers, and their verdict was surprisingly clear: overwhelmingly positive.
Falk Scholtz, Team Leader of the Platform Helpdesk at AUCOTEC AG, explains why the single entry point with KIX is now considered a success story.
Are you looking for the right service desk software?
Then KIX is the perfect solution. Whether you need ITSM, ESM, or a customer service desk, we'll show you how easy it is. Schedule a personal call to learn more about our open-source service software.