Hi folks,
I've been pushing the company to put myself in place to manage the helpdesk and training teams, decision making, strategy etc; in reality this is only a team of two that are both working helpdesk and training, excluding myself who does not work in this team... Currently.
Helpdesk offer support to the subscribers of our websites (Not IT support for the office). Training offer services to teach subscribers how to use the service (Not internal IT training).
The company currently does not charge for either service. What do you think about that?
Personally, I would like a basic helpdesk SLA and training for standard customers included in the subscription, but we should have premium options, for those that wish to use those premium options...
For example, currently if a subscriber wants training we are sending out one of the trainers internationally, at a cost to us (flight, hotel, expenses, salary, travel time) without charging the customer anything apart from the original subscription... I would like that to be a premium service chargeable to the client. The basic subscription would include remote live training directly to them, that's included and standard... However if they want the premium face to face it is an option, but charged.
The helpdesk is currently a mess. We have no SLA, no real targets. Generally, the two team members have been replying within around one business day to requests. That's not great, but they have no complaints from subscribers. I'd like to see a formal SLA where we, as part of a standard subscription, will respond to queries within one UK business day. Should clients wish to have a more responsibility experience, say within 4 UK business hours, or 2 UK business hours, we could have packages for that as a 'premium service'. Do you think that's fair? Currently, no real ticketing system is in place so I'd start that from ground up.
I believe we should offer standard including helpdesk and training, but also monetize the service by having premium options. What's best practice here? Is what I suggest reasonable?
By doing this customers will get a better experience, with fixed SLAs for support, and we potentially are able to charge for premium options helping to cover the cost for training and helpdesk.
Thoughts?
Best,
Jim