{"id":76298,"date":"2021-03-17T18:32:42","date_gmt":"2021-03-17T18:32:42","guid":{"rendered":"https:\/\/onedesk.com\/helpdesk-collaboration-support-client\/"},"modified":"2021-03-17T18:32:42","modified_gmt":"2021-03-17T18:32:42","slug":"helpdesk-collaboration-support-client","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/helpdesk-collaboration-support-client\/","title":{"rendered":"Collaboration Helpdesk: travaillez sur des tickets pour offrir un support client optimal"},"content":{"rendered":"

Collaboration Helpdesk: travaillez sur des tickets pour offrir un support client optimal<\/span><\/h2>\n

Ne sous-estimez jamais l’importance de la collaboration<\/h3>\n

La collaboration est importante dans de nombreuses activit\u00e9s. Un groupe de personnes est beaucoup plus susceptible de d\u00e9velopper une solution efficace \u00e0 un probl\u00e8me qu’un individu. Un groupe repr\u00e9sente g\u00e9n\u00e9ralement une plus grande diversit\u00e9 d’exp\u00e9rience, un plus grand nombre de perspectives ou de fa\u00e7ons de voir un probl\u00e8me et un plus grand nombre d’id\u00e9es qu’un individu. Et un effort de collaboration aboutit g\u00e9n\u00e9ralement \u00e0 des solutions plus cr\u00e9atives que les efforts d’un individu si l’\u00e9quipe est constitu\u00e9e et fonctionne correctement. Mais comment la collaboration helpdesk offre-t-elle un support client optimal?<\/p>\n

Gardez l’\u00e9quipe impliqu\u00e9e!<\/h3>\n

Avec qui ou avec quoi le personnel du helpdesk travaille-t-il? Au minimum, les techniciens disposent d’un ensemble d’ordinateurs portables ou d’\u00e9crans d’ordinateur, g\u00e9n\u00e9ralement des listes de contr\u00f4le et des proc\u00e9dures de d\u00e9pannage pour r\u00e9pondre au probl\u00e8me typique de l’utilisateur. Mais est-ce la meilleure utilisation des ressources du helpdesk de l’entreprise? Non. Les listes de contr\u00f4le et les proc\u00e9dures ne sont souvent pas en mesure de fournir les informations d\u00e9taill\u00e9es n\u00e9cessaires pour r\u00e9pondre aux besoins du client. Une approche collaborative est plus susceptible de r\u00e9soudre ces probl\u00e8mes. Bien s\u00fbr, cela soul\u00e8ve la question: qui devrait \u00eatre disponible pour les efforts de collaboration? Existe-t-il un ensemble standard de personnel qui devrait faire partie d’une \u00e9quipe d’assistance?<\/p>\n

Obtenir l’expertise de toute l’\u00e9quipe<\/h3>\n

Une \u00e9quipe d’assistance efficace doit \u00eatre constitu\u00e9e du technicien aidant le client, des personnes qui ont con\u00e7u et d\u00e9velopp\u00e9 le logiciel, de la gestion de la configuration et, \u00e0 l’occasion, du client \u00e9tant pris en charge. La plupart de ces personnes ne sont normalement pas associ\u00e9es aux op\u00e9rations du helpdesk. Bien s\u00fbr, \u00eatre inclus dans une \u00e9quipe d’assistance signifie que le technicien d’assistance peut s’attendre \u00e0 un acc\u00e8s imm\u00e9diat \u00e0 ces personnes.<\/p>\n

Quelle est la gravit\u00e9 du probl\u00e8me? Qui de mieux demander que le client? Le probl\u00e8me est-il une question d’erreur de l’utilisateur ou de d\u00e9fauts logiciels? Ou le syst\u00e8me n’est-il pas con\u00e7u pour faire ce que veut le client? Les d\u00e9veloppeurs syst\u00e8me sont les mieux plac\u00e9s pour en discuter avec le technicien du support technique.<\/p>\n

Si c’est simplement la fa\u00e7on dont le syst\u00e8me fonctionne, est-il pr\u00e9vu de modifier le logiciel pour r\u00e9pondre au besoin d\u00e9sormais clairement d\u00e9fini? Ou, en fait, quelle est la date de d\u00e9ploiement pr\u00e9vue pour la nouvelle version qui r\u00e9sout ce probl\u00e8me? La gestion de projet pourrait avoir la r\u00e9ponse. Dans certains cas, la gestion de la configuration peut \u00eatre particuli\u00e8rement utile.<\/p>\n

Lorsque les bons membres de l’\u00e9quipe sont capables de communiquer rapidement et efficacement, les besoins du client sont satisfaits, rapidement et efficacement. Les bons membres de l’\u00e9quipe fournissent un service exceptionnel et collectent des informations pour am\u00e9liorer le syst\u00e8me pris en charge.<\/p>\n

Onedesk vous permet de collaborer avec vos \u00e9quipes, vos utilisateurs et vos clients<\/span><\/h3>\n

OneDesk fournit ce dont vous avez besoin pour une collaboration efficace avec le service d’assistance: des communications flexibles et pr\u00e9cises. Il fournit une int\u00e9gration transparente des e-mails entre tous les membres de l’\u00e9quipe de collaboration. Et il pr\u00e9sente un point de contact unique pour l’utilisateur. Le technicien peut obtenir des informations d\u00e9taill\u00e9es. Le client travaille avec un interlocuteur unique. Les informations qui sortent sont le r\u00e9sultat des membres de l’\u00e9quipe aux prises avec un probl\u00e8me. Et bien que le client n’obtienne pas la r\u00e9ponse qu’il ou elle veut, le client saura pourquoi elle ne peut pas l’avoir … pour le moment.<\/p>\n

Pour en savoir plus sur notre logiciel et ses fonctionnalit\u00e9s, consultez notre site Internet<\/a> ou r\u00e9servez un d\u00e9mo<\/a> avec nous pour une s\u00e9ance individuelle!<\/p>\n

Cr\u00e9dit photo: “Connected Technologies” \/ Blue Coat Photos \/ CC BY<\/a><\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Collaboration Helpdesk: travaillez sur des tickets pour offrir un support client optimal Ne sous-estimez jamais l’importance de la collaboration La collaboration est importante dans de nombreuses activit\u00e9s. Un groupe de personnes est beaucoup plus susceptible de d\u00e9velopper une solution efficace \u00e0 un probl\u00e8me qu’un individu. Un groupe repr\u00e9sente g\u00e9n\u00e9ralement une plus grande diversit\u00e9 d’exp\u00e9rience, un […]<\/p>\n","protected":false},"author":18,"featured_media":59009,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","_crdt_document":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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