Mar 09, 2021 Jason Keogh

Vlog: Service Desk Augmentation and Sentiment Monitoring with Tachyon

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In a previous post, ‘The 4 S’s of excellent end-user experience’, we considered the four key elements to delivering a good experience for end-users: Self-Heal, Self-Service, Service Desk Augmentation, and Sentiment Monitoring.

Last week, our first vlog took a more detailed look at the first of these S’s – Self-Heal and Self-Service – and considered how the two are interconnected.  This week, the vlog will consider the second of these S’s; Service Desk Augmentation and Sentiment Monitoring.

3. Service Desk Augmentation

There’s nothing quite as frustrating as – after already encountering a wait time – being contacted by the helpdesk agent only for them to walk you through half a dozen diagnostic steps you’ve already performed. It’s equally frustrating for the service desk agent! There is a better way, and it’s via ITSM integration with Tachyon. Best evidenced in the ITSM-Connect function for ServiceNow. The agent can diagnose problems and take remediating actions to fix them directly against the endpoint, in real-time, without interrupting the end-user. The first call to the customer should be to get them to confirm that the issue is resolved. That’s the best experience a user can have when a problem inevitably occurs that they can’t fix for themselves.

4. Sentiment monitoring

Even with all of the capabilities above, if the end-user thinks that IT service is poor, it is. All of the other KPI’s are secondary – faster MTTR (delivered by Service Desk Augmentation) and Incident Avoidance/Reduction through self-healing and self-service – they are there to improve end-user sentiment.

So, how do you monitor Sentiment, and do it in such as way as to not negatively impact sentiment by annoying end-users with endless surveys? What is the best way to engage with users? To gauge sentiment you must ask questions, but which questions are best and how should you ask them?

 

To refresh your memory of the other two S’s you can view the first vlog here.

Or, you can explore the ‘4 S’s of excellent end-user experience’ in full, and read more about the four key elements to delivering a good experience for end-users: Self-Heal, Self-Service, Service Desk Augmentation, and Sentiment Monitoring.