How to brief your support partner

A comprehensive guide to finding support services

Providing a responsive, professional, and reliable support service to your customers is not just a necessity, it’s a competitive advantage. As businesses increasingly rely on technology, the demand for quality support services is on the rise. However, finding the right support services can be a daunting task. This guide will walk you through the steps to ensure a comprehensive briefing for your support partner, optimizing your search for the best support services.

Steps to brief your support partner successfully

Step 1: Identifying key contacts

When finding support services, start by identifying the key people within your organization who will be responsible for managing the support functions. This ensures smooth communication and collaboration, making your search for support services more efficient.

Step 2: Recognizing end-user details

Understanding your user base is vital when finding support services. Are your customers technical/non-technical or a mix of both? What languages do they speak? Where are they located /*geographically? Knowing these details will help you find support services that can effectively meet your customers’ needs.

Step 3: Evaluating existing support structure

Take a close look at your current support system. Is it in-house or outsourced? How many support staff do you have and what are their skillsets? This information will help you find support services that can best augment or replace your current system.

Step 4: Specifying required support structure

What kind of support structure do you envision? Do you need a help desk, tech support, or customer care support? Defining this will help you find support services that align with your expectations.

Step 5: Setting SLAs and KPIs

Establish Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to measure end-user satisfaction and the effectiveness of the support services. This could include metrics like response time, resolution time, and customer satisfaction scores.

Step 6: Defining coverage and timing

Decide on the coverage and timing for your support services. Do you require 24/7 support, or only during business hours? Do you need coverage on holidays and out-of-office hours? These details will help you find support services that can provide the coverage you need.

Step 7: Embracing support technologies and channels

Identify the channels and technologies you want to use for support. This could range from traditional channels like email and phone to modern solutions like live chat, social media, and ticketing systems. Also, consider any internal communication platforms like Slack that your team uses.

Step 8: Understanding the nature of incidents and service requests

Get a clear picture of the types of incidents and service requests your support team typically handles. How many requests do you receive, and what is the average length of each incident? This information will help you find support services that can handle your specific needs.

Step 9: Prioritizing documentation

Ensure that you have documentation, a knowledge base, or FAQs available. This will help you find support services that can understand your products or services better and provide more effective support. Also, identify key personnel who can help with the transition.

Step 10: Deciding the nature of service

Do you want your support partner to work as an extension of your existing team, or do you want a completely outsourced solution? Do you prefer a shared service desk or a dedicated team? Your decision will depend on your business needs and resources.

Step 11: Anticipating potential roadblocks

Identify any potential resistance from internal teams or external suppliers to change or offshoring. Understanding these challenges upfront will help you find support services that can create strategies to overcome them.

Step 12: Reaching agreement on start dates

Specify the expected start dates, induction periods, and transition dates. This will ensure that both you and your support partner are on the same page and can plan accordingly.

Step 13: Establishing a roadmap & action plan

Create a detailed plan that outlines your intentions, defines SLAs, agrees on timings, toolsets, skillsets, and process flow. This roadmap will serve as a guide for your support partner and help them meet your expectations.

A well-detailed briefing can save both you and your support partner significant time and resources, and set the stage for a successful partnership. You may also want to include any other information you deem important after going through this checklist. Remember, the more precise your briefing, the more efficient your support service solution will be.

Once you’ve established your support partner briefing, you’re ready to take the next step in finding support services. Whether you’re looking for a help desk, tech support, or customer care, ServiceJi is equipped to handle a wide range of support services. We can work as an extension of your existing team or provide a completely outsourced solution, depending on your needs.

With a clear understanding of your requirements, we can create a robust service desk solution that delivers customer satisfaction every time. We understand that every organization is unique, and we’re committed to providing a tailored solution that meets your specific needs.

So, are you ready to take your customer support to the next level? Get in touch with us today to discuss your requirements and see how we can help. Happy briefing!