Handling Service Requests
The service provides an interactive channel to manage and fix non-urgent technical
requests. When receiving a request, Help Desk personnels will analyse the technical
problem, and verify the problem origin, whether the problem is a usage/operation error
or technical defect/bug of the product.
Request Handling means that an answer to a Customer's technical question/query will be
provided.
Problem Report Handling means that the problem will be processed. In case of a technical
defect/bug, the problem is routed to the proper department for correction, and that
department will communicate with the customer and schedule a time for providing a solution.
In order to have a record of the reported problem so that they can be tracked, there is a
need for a good Help Desk Software tool.
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