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Feb 02

Top 5 Reasons for a Decrease in Desktop Support Tickets

top 5 reasons for decrease in desktop support tickets
The HDI 2015 Desktop Support Practices & Salary Report shows that while 69% of desktop support organizations recorded an increase in the number of cases (tickets) last year, only 10% saw a decrease in the demand for their services. (So much for the prognostications that desktop support is irrelevant.)
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  <strong>Why did those organizations see a decrease in cases?</strong>
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<div>According to the organizations themselves, here are to top 5 reasons for the decrease:</div>
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  <br /><em>Percent of organizations reporting each reason<br /><br /></em>
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<div>Although it is not clear exactly how knowledge management is responsible for a decrease in the number of cases, it seems likely that this is closely related to the number three reason: Self-help. Good knowledge management, especially using the <a target="_blank" href="http://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/WhatIsLZS.pdf">Level Zero Solvable</a> metric, can produce excellent self-help, thus helping customers solve at least some of their questions or issues without ever contacting assisted support.</div>
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<div>New equipment and devices can certainly help reduce support costs. Helping those older laptops or desktops limp along can be a challenge for any support organization. At some point it becomes counterproductive, and refreshing the equipment really helps. </div>
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<div>Of course customer competency—that is, their familiarity with and comfort in using the applications and equipment they work with every day—makes a great deal of <a href="http://www.hdiconnect.com/blogs/desktopsupport/2016/02/top-5-reasons-for-decreased-tickets.aspx" target="_blank" id="rssmi_more"> ...read more</a> <p>Source:: <a href="http://www.hdiconnect.com/blogs/desktopsupport/2016/02/top-5-reasons-for-decreased-tickets.aspx" target="_blank" title="Top 5 Reasons for a Decrease in Desktop Support Tickets">HDI Blogs</a></p></div>

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