Customer Support Managment

Question: Discuss about theCustomer Support Managment. Answer: Introduction Two Important Features of a Help Desk Green et al. (2014) portrays that every organization products or a service. However, it is not possible for an employee to attend office 24X7 and 100% operational uptime.As a result, in recent times every organization implements the facility of the help desk during the time when no employees are present in the office to attend their customers or if a customer comes with their query after the office hours. In this section, two features of the help desk will be discussed. User-Friendly Interface Nwude et al. (2015) depicts that customer often gets impatient while navigating a help desk portal and look for the exact solution for their queries. Bovim et al. (2014) further affirms that an individual not always get the solution they are looking n for and sometimes they got confused as the solution given in the portal is not understandable for those customers. Thus, they always prefer those organizations that have a quick turnaround time and easy-to-use interface by tracking and addressing user-reported incidents. Knowledge Base Attachments and Screen Shots A user may be too busy to resolve their queries in the daytime due to their work or any other reasons and they prefer to contact the organization customer care when they are free. Zhao et al. (2013) mentions that picture is worth a thousand words and an effective help desk services have a good knowledge base software system with appropriate screenshots of the troubleshooting features so that it will be easy for the user to understand the procedure through which they can handle the problem they are facing. Andrews et al. (2016) further depicts that the screenshot related to the different problem are indexed by the knowledge base search engine that makes the user track the exact problem. Review of the Journal Article The article emphasizes on the fact that a help desk is a computer-aided environment that is implemented to assist customer trough front line phone support. However, the major concern of this writing is to build a Case-Based Help Desk (CBHD) system, which is a computerized method to study the troubleshooting solutions (Rahman et al., 2014). This journal also highlights that in the conventional time's organization have worker for this job; however, in the recent times, a case-based system easily abstract knowledge acquisition from the available information. The problem domain of the case-based system is the Information System Management Computer. The company, which offers a comprehensive range of solutions with the proliferation of diverse types of computer software so that best solution can be provided to the customer at a minimum cost. This section also consists of three suggestions to improve the contents of this paper- Outdated Case-Base Systems Case-base systems are run on half-automated development methodology and cannot create folders for creating a large number of problem solution and needs all of the cases to be depicted in only one flowchart (Valverde et al., 2014). However, in recent times, databases are designed for storing larger data and each question is present with questions, answers and their appropriate actions. Some problem arises in the previous system that is the source modification was not so easy in the past as compatibility issues arise a lot and often manual additions will be overwritten. Thus, the system has to be developed that matches compatibility of the basic platform so that no redundancy will occur. Effective Verification Tool In this journal two steps for verification is depicted- test the case base with the formulated flowcharts and use the CBR report tool to evaluate the application. This procedure is very time-consuming and required the assistance of an expert in this field, thus, it would be better if some automatic machine will be programmed for accomplishing the same task. Implementation of the Database Management System and Cloud Technology In the given journal it is stated that in older times, an empty case base is formulated and tree structures folders are categorized manually for formalizing the domain knowledge. However, Sharif and Ward (2013) depicts that in recent times, the data entry are done once from the front office then the details of the existed data are updated in the database system without any replication of any data and prepare a flowchart for assessing the exact problem. As the data stored in the cloud are tracked in accordance with the DBMS and exact data can find out by using the primary key. Role of Principles of Information Technology Infrastructure Library (ITIL) in Help Desk Abid (2012) states that the most strategic method of implementing a Help Desk is the Information Technology Infrastructure Library (ITIL) and some of the best features for which technology gains the fame in the contemporary organization are- Single point of contact (SPOC) for IT interruptions, Problem escalation procedures, Tracking capabilities of all incoming problems, problem resolution along with Computer or Software consultations. This IT library is designed to standardize the selection delivery and support of IT services to a business for providing real-time assistance for customer retention that results in an effective brand recognition in the maker and a huge profitability. Two examples of ITIL principles in the vehicle break down help desk setup Incident Management and Problem Management Andrews et al. (2016) depicts that vehicle breakdown services must offer to break down/accident recovery services and solutions, battery boosting solutions, fuel delivery and even flat tire services and these facilities are known as mechanical first aid services. In these cases, ITIL offers incident management first in a car breakdown services. Sharif and Ward (2013) also affirms that the system assesses whether the question asked by a customer is right or not. This can be done by evaluating the database and then determine whether the raised problem is genuine or not. These right details can also asset by evaluating some measures- Requestor details, connection to the requestor location and network and car and network status and details. Bovim et al. (2014) further stated that in the context of the problem management, the possible solution is assessed and then provided to the customer. This system also provide sufficient detailed steps to take preventive measures and also provide them the nearby car service center. Configuration Management Database In the case of Configuration Management Database, Zhao et al. (2013) mention that the vehicle company can store the Requestor Details like- requestor name, requestor contact details, their location, associated priority and associated workstations and assets. In this way, they can provide them exact details where could they get efficient mechanics. Moreover, they can also store workstation details like- Location of the workstation where the car will be recovered, Workstation Hardware and software details so that customer can be satisfied with the recovery work. Abid (2012) lastly depicts that with the details of the associated assets, the service provider can store the details like cars parts, fuel and other accessories along with the asset status, availability reports and problem history. Refrence List Abid, M. A. A. 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The use of benchmarking in academic helpdesk service provision. Valverde, R., Saade, R. G., Talla, M. (2014). ITIL-based IT service support process reengineering.Intelligent Decision Technologies,8(2), 111-130. Zhao, H. Y., Zhang, X. Y., Wang, Y. Q., Yang, L. Y. (2013, December). The Role of ITIL-Based Service Desk in Campus E-learning. InJoint International Conference on Pervasive Computing and the Networked World(pp. 819-826). Springer International Publishing.