Sometimes Help Desk calls get passed from one team member to another. It could be that the person who ‘owns’ the call is needed on site, that another person has more experience in the area … whatever the reason, calls can shift from one to another. To provide our customers with visibility of this we now send an email advising of the shift and acknowledging the priority of the call.
This initiative is another we are able to deliver thanks to our new back-office CRM solution. We have more enhancements to roll our in the coming weeks. The changes help us maintain the human touch, keeping our customers in the loop and aware of who is respoinding to their query.