What does it take to be successful in Supportbench?

Marcel Gravelle

20-Aug-2024

Unlocking Success with Your New Helpdesk
A Guide to Being Successful with Supportbench

Implementing a new helpdesk solution is a significant step towards improving your customer support operations. However, success with a new helpdesk requires careful planning, effective use of tools, and a strategic approach. Supportbench offers a powerful suite of features designed to help you achieve exceptional customer support outcomes. In this article, we'll explore what it takes to be successful with your new helpdesk, focusing on key elements such as onboarding, training, customization, automation, analytics, and continuous improvement.

Onboarding and Training

The first step towards success with Supportbench is a smooth onboarding process and comprehensive training for your team.

Initial Setup
Begin by setting up your Supportbench account, including adding your team members, configuring user roles, and setting permissions.

1. Go to Configuration > Account > Configuration and style, add your prefered configuration and logos, colors, icons. 
   
   
    
2. Configure users roles by going to Configration > Organization > Roles and adding your desired permissions and securities to the role. Note that agents will not see tickets outside of the assigned divisions in their role.
   
   
    
3. Add your agents by going to Configuration > Organization > Agents > New Agent. When creating your agent, add the users role, division, queue and notification settings.
   
   

Training Sessions
Conduct training sessions to familiarize your team with Supportbench's features and functionalities.

1. Schedule training sessions using Supportbench's built-in calendar
2. Utilize Supportbench's training materials, including video tutorials and documentation, to ensure comprehensive coverage of key features.
3. Consider role-specific training to tailor sessions to the needs of different team members.
4. Contact your Supportbench Customer Success manager for personalized training sessions.

Support Resources: Take advantage of Supportbench’s support resources, including a knowledge base, webinars, and customer support for any questions or issues.

1. Visit the 📙 Supportbench Knowledge Base for detailed 📙 guides and articles.
2. Attend Supportbench webinars for live demonstrations and Q&A sessions
3. Ask your Supportbench Customer Success Manager for Personalized documents and Demos

Continuous Improvement

Success with Supportbench is an ongoing process that involves regularly reviewing and refining your support operations.

Regular Reviews
Schedule regular reviews of your support performance, including team meetings and performance assessments.

1. Set up weekly or monthly meetings to review support metrics and discuss challenges.
2. Use performance assessments to evaluate individual and team performance.
    

Feedback Loop
Implement a feedback loop to ensure continuous improvement based on customer and internal feedback.

1. Regularly review customer feedback and identify actionable insights.
2. Make necessary adjustments to processes, workflows, and training based on feedback.
    

Stay Updated
Keep up with Supportbench updates and new features to continually enhance your support operations.

1. Subscribe to Supportbench’s 📰 newsletter for updates on new features and best practices.
2. Attend 🎥 webinars and training sessions to stay informed about the latest developments.

Automation and Efficiency

Automating repetitive tasks can significantly enhance efficiency and allow your team to focus on high-value activities.

Macros and Canned Responses
Use macros and canned responses to handle common queries quickly.

1. Navigate to Configuration > Workflows > New Workflow and give your workflow a name.
2. Navigate to Rules then Select “Cases” and “On Creation”.
   
   
    
3. Click on “Requirements: When all Rules are True” and search for “Issue” then select a common issue.
   
   
    
4. From here, navigate to “Actions” and search for “Send Notification” – You can also explore macros and route ticketss through Actions by searching for “Assigned Ownership” in the drop down. You can also search for and automatically assign a priority, queue, status (close a case), and more!
   
   
    
5. Make sure you select “Notify case contact” and scroll down.
6. Now, add your desired Notification subject and Email Content for your canned response.
   
   
    

SLA Management
Implement Service Level Agreements (SLAs) to monitor and manage response and resolution times.

1. Navigate to Configuration > Workflows > New Workflow.
2. Select Cases for what this will apply to On SLA Calculation(target first response) for when the workflow is run. 
   
   
    
3. Select your Target Response Time – this is in minutes. For example, if this is going to trigger on high priority tickets, you might want this number to reflect 20 minutes, so I would put a 20 into this field.
4. Select the requirements for this SLA to run. This can be a specific company for agreed upon SLAs, specific priorities, and more.
   
   
    
5. Make the SLA fire on multiple items by using Conditionals.
   
   

Analytics and Reporting

Leveraging analytics and reporting tools is essential for gaining insights into your support operations and driving continuous improvement.

Custom Reports
Generate custom reports to analyze key performance indicators (KPIs) and identify trends.

1. Navigate to reporting and click KPI scorecards.
   
   
    
2. Click "Agents” or “Organization”.
    
3. Export the report.
   
   
    

Customer Feedback
Collect and analyze customer feedback to understand their satisfaction and identify areas for improvement.

1. Go to Configuration > Customer Surveys > Custom Fields Survey and click New Field.
2. Give it a name (this can be a question – its what your agents will see) ie: “Was {{owners_name}} support sufficient today?”.
   
   
    
3. Select the type, and save.
4. Go to > Configuration > Customer Surveys > Surveys Form and click New Form.
5. Give your Survey a name and lock it down by department (division) or community.
   
   
    
6. Navigate to Special Fields to ammend any automatically included questions.
   
   
    
7. Go to question form – this is where we can include the field we created earlier on in these steps.
   
   
    
8. Go to Survey Header/Footer and fill in your headers and footers.
9. Go to Email Initiation and add your address and subject.
10. Create and design your survey email intiation. You can paste or create a code block here. Save when finished with your design.
    
    
     
11. Go to Configuration > Workflows and click new workflow.
12. Give your workflow a name, navigate to rules and select Cases and On Case Survey(send).
    
    
     
13. Add your customer survey and desired time frame for sending! Include any exclusions or requirements to trigger this survey with requirements.
    
    

Customization and Configuration

Tailoring Supportbench to fit your specific business needs is crucial for maximizing its effectiveness.

Customizable Command Center
Create a dashboard that displays the most relevant information for you.

1. Click on enter into your case list/command center.
2. Click on the case list options cog on the right side of your screen.
3. Once you click this cog, you'll be introduced to the case list options page. From here, we can start selecting our data points (columns).
   
   

Email Templates
Create email templates for consistent and professional communication with customers.

1. Navigate to Configuration > Cases > Templates and click on New Template.
2. From here, give your template a name and summary.
3. Lock your template down to a team, or make it a personal template for yourself.
4. Next, add your content, make it personalized with Variables like {{contact_name}} which will automatically add the contacts name to your template.
5. Now, we can add our case options. This will automatically fill in ticket properties for this template. Although this is especially handy for manually created cases, if you just want content, only fill in the activity (email) subject.
   
   

By following these guidelines, you can unlock the full potential of Supportbench and achieve success with your new helpdesk. From effective onboarding and comprehensive training to leveraging automation and analytics, Supportbench equips you with the tools and insights needed to provide exceptional customer support. Start implementing these strategies today to elevate your support operations and drive customer satisfaction.