Another great show at SITS14!
Despite tube strikes threatening to disrupt some journeys, this year’s Service Desk and IT Support Show was as bustling as ever, with non-stop visitors and demonstrations at the House-on-the-Hill stand throughout the course of the two day event.
With seminars and talks covering a broad range of current service desk discussion points, SITS always provides a great platform for an exchange of ideas, and for vendors to speak directly to the Agents who use service desk applications on a daily basis.
We were thrilled that the feedback we received from all visitors to the stand was highly positive, and we were happy to get the opportunity to discuss the service desk features that Agents and Managers find most useful in order to make IT service management and support processes run as smoothly as possible.
The overarching requirement of those that came to see us was to heighten the Customer experience, which is of course the key to providing the best quality support. Our WebGuest portal provides a user-friendly and personalised interface for end-users to instantly view the progress of their issues and requests, with a devoted area for service updates, and access to frequently asked questions. It provides a communication channel that can be as transparent as organisations need it to be. We were also very pleased with the response to SupportDesk’s new live chat facility, which enables Agents to talk in real-time to Customers, and raise tickets where required.
Being able to monitor Key Performance Indicators in real-time was also a desirable feature, as was the functionality to run reports against all captured data, and schedule these to run at pre-defined intervals. SupportDesk’s KPI Monitor and QuickReport Designer were demonstrated, along with drag and drop forms designers for the simple creation and customisation of calls forms, which displayed how all essential data can be securely captured. In terms of visitors favouring On-Site or Cloud deployment methods, there was a slight leaning towards the Cloud option being more popular; however the demand for On-Site is still very high, with the capability to move from one option to another if needed being a desirable feature.
So after another great show, we look forward to SITS15! If you would like to try out SupportDesk for yourself, click here