By Ian Reynolds-Young
‘The department in any business that’s most likely to provoke an emotional response in staff and customers alike is the ‘Help Desk’. It’s the number customers call when they’ve got a problem on site and they’ve exhausted every other means of fixing it. The Help Desk is a last resort…
‘Except in practice, it isn’t. On the contrary, for many it’s the first course of action when an issue arises.’
This is how my article began after I’d spent a day on the helpdesk at Evoca, just over 7 years ago. And today, regardless of numerous advances in technnology, Evoca customers still do what comes naturally: they pick up the phone.
However of late, Evoca acknowledges that the volume of call traffic has resulted in extended waiting times for customers ‘When you’re selling more machines than ever before you expect more calls to the helpline and we realise that we haven’t been delivering the level of service that our customers expect from us’, Sales Director Andrew Barrow told me.
To address the situation, the company has taken the bull by the horns and recruited a second dedicated member of staff who’ll be on hand to help customers overcome all manner of difficulties quickly and efficently.
Joining Mark Chambers in ‘the trenches’. on 9 June, is David Taylor. David brings to the role a wealth of technical experience, including having previously managed service teams; so he understands customers’ issues and will be able to hit the ground running.
‘We’ve always had the objective of providing our customers with the industry’s number one help desk facility’, Andrew said, ‘so the feedback we received showed that we needed to take prompt action. Now that we have doubled the service to two, highly experienced people, our customers will notice an immediate improvement in the after-sales support we offer.’
So there you have it: decisive action has been taken to solve a problem. ‘Making it easier for customers to get the most out of our market-leading equipment has always been a high priority for us’, Andrew said, ‘and by doubling our on-call triage capabilities, we’re ensuring that our customers will once again enjoy the best service the industry has to offer.’
There’s much more on Evoca here on Planet Vending
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