Investing in support (and putting an end to ticket-tennis)

iQ HealthTech are proud to announce we have begun the transition to Zendesk support desk software. After exploring the wide market of support desk management tools, we are excited to see Zendesk provide iQ HealthTech service desk with an intuitive and fresh way to support our customers.

Customers are at the core of our business. Every product that iQ HealthTech produces is designed and developed to ensure our customers are successful in their objectives, and we feel the support desk is an extension of the products we create. Feedback collected while working with our customers has shown that past service desk solutions haven’t provided a fully encompassing solution, particularly seeing a lack of reporting and proactive engagement.

Customers of iQ HealthTech will experience the following benefits when the service tool goes live…

Streamlined Communication Formats

Systems in the past have used front-facing portals to capture customer feedback, issues, and requirements. This meant that the customer would struggle to track the email thread, or tickets would disappear when the job was processed through different projects with in the iQ HealthTech ticket triage process.

Zendesk will put an end to these confusing email threads and misplacing tickets. There will still be a front-end portal, however the customer will be able to view the full ticket journey with key users being able to track all tickets logged for their organisation.

iQ HealthTech receive over 10,000 support tickets annually, 75% of these support tickets are created from direct emails to the support line, with a further 20% generated via telephone with the remaining 5% created through other means.

Part of our drive to find an improved service desk solution was to decrease the need and dependency for a customer to generate such tickets. With the implementation of automated processes, such as a customer self-help centre, customers will be able to find answers to their queries faster and by themselves. This will reduce the need for ticket creation and submission, the reduction in what we refer to as “ticket tennis” (the constant emailing back and forth for information) and an increased ticket resolution time.

Customer Knowledge base & Self-help portal

One area we are really excited for is the set-up and implementation of a self-help portal, with automated guided support which, when in place, will give our customers the ability to resolve many of their queries themselves, thanks to our new self-help documentation and guides.

Additionally, customers will be able to log, track and manage their tickets through the customer portal.

Analytic Tools

We have seen an increase in demand from our customer base for more in-depth reporting and data capture, in particular key performance indicators, and metrics from the support desk.

Zendesk provides a suite of predefined and bespoke reporting tools that will allow us to extract detailed metrics for our customers.

The system will also allow us to extract data directly into Power BI so that we can combine it with other customer/business data to help us report on various metrics that will help us improve our processes and ultimately help us make our customers more successful.  

Improved phone systems

With a significant proportion of our tickets being generated through phone communication we needed to look for a solution that would update our legacy phone system. Our move to Zendesk now allow our calls to be routed through the Support desk tool, where tickets are auto created and managed.  

These are first steps towards a more streamlined, customer-focused service desk, with the customers goals and objectives at the forefront of how we support you day to day. We will be looking to work more closely with our customers on this evolving service. If you have any queries or questions please get in touch.