In a 2014 survey by the Customer Contact Council, more than 75,000 customers were surveyed about their phone, chat, and email interactions with customer service representatives. The study found that the single most important factor in increasing customer loyalty and satisfaction is by reducing the amount of work the customer has to do to get their problem solved.
What is Connect?
As a Managed Service Provider, Lanmark understands the value of excellent Customer Service and this is clearly portrayed in our recent ranking in the Top 20 Managed Service Providers in the EMEA. To continue to strengthen our already established reputation within the IT Managed Service industry, we made the decision to create our ‘Connect’ application.
At the core of our business is our Help Desk – without our Help Desk engineers, we wouldn’t be able to support our clients like we do. To improve our clients experience and allow our clients to have constant and reliable communication with our helpdesk, we designed and installed ‘Connect’ on our client’s desktops. Connect is an application that connects you directly to our help desk (hence the name) and gives you the ability to log and monitor the status of your tickets and also add new users and remove users when joining and leaving the organisation.
Connect also has a Learning Centre which offers guides and resources for many of our partner products. This area allows our users to search for relevant information on topics they would either like support with or for general knowledge. We also have hand selected the material we share to ensure that the information is relevant and added value is received by all users.
‘Since partnering with Lanmark, the Lanmark Connect App has been my main means of logging a ticket and communicating with their Help Desk. It is extremely easy to use and allows me to track my tickets as they are being resolved which ultimately saves me time throughout the day.’
A Writer Employee
Lanmark are continuously being innovative in developing new ways to connect with our clients and ensure that all of our end users are feeling that they are being thoroughly supported. Connect gives our organisation the ability to stay connected with our clients and also allows our clients to use their time effectively. We appreciate that encountering an IT issue whilst in the middle of preparing a document, working to a dead line or even sending an email can truly interrupt your day, which is why we ensure we are easily contactable through all means of communication.
For any queries or to request a live demo, please do not hesitate to contact us.