Why our DAM help desk feels so unloved

Why our DAM help desk feels so unloved

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Plenty of seats to fill Getty Images/iStockphoto

Only an elite group of software providers have support services like those provided by Lookatme™. From a practical and intuitive self-service online help centre to ticketed responses and hands-on telephone help centre, Lookatme™ prides itself on its best-of-breed customer support and fast response times.

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It takes a special kind of person to staff a help desk. It takes a person with a generous and helpful nature and a person who loves nothing more than helping people. Then why are our help desk people so unloved? They fit the bill; they’re helpful; they have generous spirits and love nothing more than to help.

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0.01% Getty Images/iStockphoto

How many enterprise software solutions could say that out of 20 million transactions a year, only 0.01% of users ever need help. And when you need assistance, Lookatme™ has the most experienced and qualified customer service and tech support team in the Digital Asset Management sector.

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Is our Digital Asset Management solution that robust?

Much to the chagrin of our lonely help desk staff, our Digital Asset Management system seems to be almost bulletproof. With the 20 million transactions that Lookatme™ handles for 200,000 users each year, there are only 200 help desk inquiries. That’s a tiny percentage of all transactions needing help. No wonder our help desk feels unloved.

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Listen. Learn Getty Images/iStockphoto

Lookatme™ is a 'people' business. The team focuses on what works, what can be improved and what can transform users' experience. We love what we do and the people we work with, which shows in our product and customer support. We understand the pathway to a better solution and experience is through listening and acting.

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How can we fix this problem?

The problem is that our developers are always looking for ways to make our Digital Asset Management solution even more intuitive. That’s not good news for our help desk; however, there may be a way you can help. If you happen to be one of the handfuls of people who contact the help desk, please take the time to give help desk staff some of the human contact they crave. After all, we all need to be loved.