Smart Instinct | Automagical LLC
Online/Remote | Lehigh Acres, FL just outside of Fort Myers, FL
Online/Remote | Lehigh Acres, FL just outside of Fort Myers, FL
Simple, clean, concise help desk training, setups & optimizations
Our design and setup principle is simple, clean, & concise. Staying true to that principle helps build simple to manage help desk implementations & optimizations, and empowers self-sufficiency from agents and admins alike.
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What do you love most about your job?
Our team gets to help our clients and end users be more self sufficient. This drives down operation costs, decreases response times, and increases return on investment day over day, week over week, and year over year. We get to make a big impact and lift the weight off our clients' shoulders by training, optimizing, and implementing their helpdesk for them. It's great to see our client's work more efficiently and give that time back to their team and end-user customers in return with automation, reporting, and overall optimizations.
What inspired you to start your own business?
I get to help people, pay the wages I know my producers, consultants, and web developers deserve, and we get the freedom to work on many different cloud-based tools. I finally get to live out my dream in design and development.
Why should our clients choose you?
We keep things fast, flexible, concise, and simple. We want your team to be fully empowered to manage your help desk when we're finished with our implementations and optimizations. We'll always be around if anything is needed, but our goal is give your team the tools and knowledge to succeed quickly and efferently.
Can you provide your services online or remotely? If so, please add details.
Yes. We can do everything completely online and remote. We'll just need admin logins to the various cloud-based tools we'll be configuring for your team. That's the beauty of cloud-based systems. You have the freedom to work anywhere at anytime and get the job done right. We use the same approach when we implement the systems so that we can turnaround projects quickly at any time of the year.
What changes have you made to keep your customers safe from Covid-19?
We're completely remote and will remain that way. We haven't had to change anything given that fact. We'll start traveling for on-site work once the pandemic is over. Until then our team will continue to work 100% remote.
Help desk agent and admin training
Your team’s knowledge of your help desk’s functionality is important for ease of use, effective productivity, and quality assurance. We can provide training for your team in a group session and distribute reference how-to documentation for later use.
Your admin team could be knowledgeable in one tool, but brand new to your current help desk. That’s where our team comes in to assist. We’ll provide training to your team of admins so that they can better understand your help desk settings and functionality. We can provide this training in a group session and distribute reference how-to documentation for later use as well.
Help desk audit & documented suggestions
Your help desk might be a bit older, it might be new, it might have had a few admins setting things up at the same time, maybe settings were changed at different times. We can help audit your help desk agent interface, reporting, and customer web portal so that we can suggest best practice solutions. This can help improve your workflows, improve agent efficiency, improve usability, and encourage your customers to self-help on your web portal before reaching out to your team for support.
Customer web portal & agent interface setup
Your support web portal is the website your customers are led for self-help, to find more information about your product or services, and discover ways to contact your team. We’ll help design and build a web portal that deflects support requests away from your team and encourages users to self-help with your support content. We’ll also build a contact form to help increase first response resolutions and limit the back and forth communication between your customers and your agents.
This can all be done while keeping the look and feel consistent across your website and customer web portal. We have web development resources to make sure your web portal follows your branding and style guides.
Help desk reports and reporting dashboard design & setup
Your team might have manual reports in spreadsheets, documents, or queues setup to show past support request counts. They might even have a wishlist of reports too. We’re here to help automate gathering metrics and help your team gain insight in a more automated way. It’s important for your team to focus on running support, helping your customers, and supporting your colleagues instead of manual reporting. Our customized reports will help your team get away from the manual reporting process that most teams face daily.
Reports and reporting dashboards are completely customizable based on your help desk’s available features. Our team will meet with you during the project launch and determine the reporting needs that your team has so that we can implement settings in your agent interface and customer web portal to make gathering those metrics possible.
