Three Ways to Streamline IT Support in Your E-Commerce Store
To say that e-commerce has truly exploded in the last decade can seem like a huge understatement. While impossible to nail down the exact number, it is estimated that there are between two and three million e-commerce companies around the world. This is a number that is constantly changing though as more enter into the arena and some close up shop. As big and potentially lucrative as the e-commerce industry is, it also faces its own list of challenges and obstacles that store owners must learn to overcome.
One issue that can affect e-commerce stores in a big way is its IT support. Because the store is operating in a virtual environment, its IT support is of the utmost in importance. This isn’t an area where stores can afford to cut corners, but at the same time the department needs to operate in an efficient and streamlined manner. If this is an area that your store has been struggling in and you’re looking for ways you can in fact streamline the IT support, then here are some steps and tips you can use.
Make Use of IT Ticketing Software
Part of streamlining IT support is making sure that all tickets are acknowledged and then dealt with in a timely manner. If tickets are allowed to pile up and there is no set process on how each issue is picked and then dealt with, you can expect things to spiral out of control. IT ticketing software, such as the software available through SysAid, can act as a great solution to this problem.
This software helps you to better manage the processes taking place at your help desk. It starts with the first contact right through to the resolution of the issue. You won’t have to worry about tickets being forgotten about or taken out of order. The software offers all the tools necessary to log the ticket when it comes in, process it, then manage it, and make reports.
Ensure There Are Escalation Rules and Processes in Place
In some cases, you will come across an issue that is more serious or perhaps time-sensitive. In this case, there needs to be escalation rules in place that will allow that ticket to move up in the line. Not only does there need to be a process to follow, but there needs to be an outline of what constitutes an escalation in the first place so that tickets aren’t being pushed through unnecessarily.
Use Reports and Study Them to Find Potential Problem Areas
Of course, it’s hard to streamline the IT support system if you aren’t aware of where the problems even exist. This is why tracking report generating is so important. It provides you with facts that you can look at and analyze, spotting any areas of problem.
Enjoy the Results
Through these steps and small changes, you’ll be able to enjoy a much more streamlined and therefore effective IT support system in your e-commerce store.
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