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8/12/2019 HelpDesk Ingles
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CoralMate
A Businessfriend Indeed
Customer Care & Help Desk
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CoralMate
A Businessfriend Indeed
Content
What is Help Desk?
Who should use these?
Features of Help Desk
Hierarchy of Help Desk (Level of User) Flow of Help Desk (Working of Help Desk)
Role of Customer
Role of Coordinator
Role of Specialist
Role of Agent
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CoralMate
A Businessfriend Indeed
What’s Help Desk?
Help Desk application, provides first level
support & assistance to the customer forimmediate troubleshooting. Application
maintains a library of complaint/problems
with there likely solutions that can be
suggested to the customer on line.
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Who Should use Help Desk
•Companies that provide IT network
Management Services.
•The organization who want to provide
instant solution to their customers.
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Important features
Web based application (can be accessed globally)
Centralised complaint management & redressal.
Authenticated User Login (encrypted password)
Categorized user / Complaint management.
Instant solution & escalation process
Tracking complaints and maintaining history of each
Advanced search options
Facility to Export to Excel & PDF format
FAQ management & solutions for complaints.
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Hierarchy of Help Desk
(Level of Users)
The users seeking solution,
enters the problem or searches
solution for a particular problem
Person who categorizes the
problem and assigns it to a
specialist also updatescomplaint status
Person who attends calls/mails of
customers and logs complaintson behalf of customers.
Searches solution from FAQ &
provides instant solution
Specialized person with ultimateresponsibility for providing solution
to customer. He updates the
library of FAQ’s & solutions.
Customer’s Coordinator
AgentSpecialist
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Flow of Help Desk
(Movement of Problem)
Customer’s
Agent
Specialist
Coordinator
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Customer’s Interface
Detail of logged
user – last login
date and current
logged date
Personal Detail
of logged user –
Department,
email id etc.
List of the
complaint and its
detail status
Action that
customer can take
– filter records, add
complaints, export
data etc
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CoralMate
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Role of Customer
Basic role that customer plays in Help Desk are:
1. Refer FAQ – seek help from library (FAQ’s)
2. Log complaints to seek solution from specialist
3. See the status of logged complaints
4. View solution of the complaints
5. Filter complaint – pending complaints, closed complaints, etc
6. Accept or Reject solution of logged complaints
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Actions of Customer
Detail Chat(complaint, solution)
made between the
concern persons
Detail of
complaint
logged File
attached to
clear the
complaint
Customer can
accept the solution if
it solves the problem
else reject itClick to see the
detail of the
complaint/problem
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Coordinator’s Interface
Detail of
coordinator
Filter
complaints
Detail of complaints –
(closed, pending &
unassigned)
View all the
complaints
detail
List of
problems
Assign the
selected
problem to
specialist
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CoralMate
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Role of Coordinator
Role defined for coordinator are listed below:
1. Categorized the complaint logged by customer
2. Assign complaints to Specialist for solution
3. Reassigns the complaint to another specialist (when complaints are
send back to coordinator by specialist)
4. View complaint history
5. View status of complaints
6. Initiates escalation process.
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Action of Coordinator
Click to seethe detail of
problem
Edit and setpriority and
Component
Assign the
problem to
specialist
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Specialist Interface
See the list
of complaintnot added to
FAQ listList of complaint
for action
Click to see detail
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Role of Specialist
Specialist roles are
1. Provide solution to problems / queries sent by customers
2. Add the complaint to FAQ (if the query is appropriate tobe added)
3. Send back the complaints if it does not belong to their
domain
4. Chat with customers and coordinator to get more
clarification about problems
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Action that Specialist can take
See the list
of complaint
to be added
in FAQ list
List of complaint
waiting for action.
Click to take action
Attach file (if any) to
provide appropriate
solution
Enter
solution
Communicate
with customer& coordinator
Send solution
to customer
Send back to coordinator,
when problem does not
belong to them
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CoralMate
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Agent’s Interface
This is something unique feature that
we have provide lets have a look
Customer make call to agent => Agenteasily gets detail of the user just by
entering any one of search parametersClick to
get detailEnter any one
parameters to search
customer’s detail
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Role of Agent
Agent’s attend the complaint
of customer either throughphone or by email and enter
complaints or problems on
behalf of the customer
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CoralMate
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Actions of Agent
Click the name to fetch the
details of the customer’s
logged complaints
To add new
complaint or
search solution
from FAQ list
Complaint history of the
customer
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Process of logging complaint
either from Customer’s interface
or from Agent’s interface
are similar => click onRefer FAQ & Add Complaint
Adding Complaint
To add new
complaint or
search solution
from FAQ list
Select
Component =>Module =>
Sub-module
Get the solution
from the FAQ
Detail list
If solution does not
exist in FAQ then
Add Complaint
Fill the necessary
detail and submit
the complaint
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CoralMate
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Adding Complaint in FAQ
Complaints are logged by Customer’s and Agent
its solution are provided by Specialist.
If these complaints are valid then they are added
in FAQ list. Adding complaint to FAQ list aredecided by Specialist.
Shows the
complaints/problem
that are not yet
included in FAQ list
Click to Add the
above complaint to
FAQ List
Select
Component =>
Module =>
Sub-moduleChange the subject
of complaint if
necessary
Write
solution
Attach file
if
necessary
Change the
format of
solution
Submit
solution to
FAQ Library
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CoralMate
A Businessfriend Indeed
Conclusion
The key for having a successful business is not just coming
up with a product that amazes everybody, but actually
providing those who buy it, a support level that ensures
customer delight.
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