Ticketing systems solve your support teams’ biggest problems… right? After all, they claim to be better than email support, to automate workflows, and to make your team more productive.
But when it comes to delivering on these promises, most traditional systems fall short. In this post, I’ll take a look at a few of the reasons why and how those problems have inspired what we’re doing here at Spoke.
One of the most magical things about Spoke is how easy it is to use alongside tools like Slack. People love the convenience of making requests directly by DM’ing Spoke, or @mentioning Spoke in a channel. But let’s be honest: some people continue to throw their question in #general or DM you directly, where it risks becoming lost in the fray. And nobody likes nagging others to file support requests.
Half of our modern economy is built on knowledge workers and knowledge-based work.
But “knowledge management” as a concept carries a lot of baggage. When people in companies bother to think of it at all, it brings to mind menial, thankless tasks like updating the company wiki.
And, wow. What a disservice that perception does to a company’s opportunities for success.
Every company wants the best possible talent.
They build elaborate and expensive recruitment strategies. They invest in lavish perks and benefits to attract and then keep people around.
But many companies seem to overlook linchpin that can bridge the promises of recruitment to the likelihood of high employee engagement and retention—employee onboarding.
Here at Spoke, we’ve spoken to people at many, many companies who at some point decided to use Google Drive as a knowledge base.
And from almost every one of those people, we’ve heard almost the exact same thing:
“We spent a lot of time creating and organizing documents in Google Drive so people could help themselves to useful information, but nobody uses it!”
Artificial intelligence (AI) is a boon to modern workforces.
AI can handle mundane and repetitive tasks across the organization, freeing up people in HR, IT, marketing, and more to exercise creativity, solve complex problems, and otherwise focus on getting impactful work done.
Modern support automation tools demonstrably improve customer service. They give people tools to fix their own problems, leading to faster resolutions. They keep customers up-to-date on the status of their requests and let support teams pay more personal attention to complex problems.
We live in a knowledge economy, making knowledge one of the modern company’s most important assets.
How important? Consider these statistics:
Given the importance of knowledge to efficiency and productivity, it’s critical that organizations manage their knowledge effectively.
There are two ways to measure the performance of your IT help desk. The first is by monitoring metrics and tracking your progress toward KPIs. This provides a clear picture of the progress your team is making over time toward lowering costs, increasing output, expediting resolution, and providing quality service—meeting important goals.
But once you know how your team is doing today compared to how it was performing in the past, the next step is to benchmark your metrics against those of other companies. Without this second step, it’s difficult to know whether the standards you set are unachievable—or not aggressive enough.
You can use the following 35 IT help desk statistics to benchmark your team’s performance against others in the industry.