Research into our service desk

From various customer interviews, Socho has received feedback that our service desk is rated as highly professional and efficient. The level of expertise of our service desk is considered to be very high. To make this measurable, we have researched this!

Our service desk consists of technical consultants who have often helped build your application themselves. This allows them to immediately help with questions and incidents!

In the month of October, we monitored the service desk extra closely to also numerically substantiate the positive feedback we receive from our customers. Our service desk is available on business days, which means that we were able to measure for 21 days in October.

These figures confirm the feedback and also our own experience. Working at Socho with a so-called “Skilled-Service Desk” is not only highly appreciated, the figures also show that we are very efficient in solving reported incidents.

Our service desk is primarily focused on the Incident Management process. Once a notification arrives, our service desk colleagues will do everything in their power to remedy the problem as quickly as possible. In addition to the Incident Management process, we also work on the Problem Management process. Here, we cluster incidents with a certain common cause or characteristic and further investigate the cause in order to perhaps offer a structural solution.

Although Socho is satisfied with the figures, we will continue to work to increase the service level and customer experience. If you have any recommendations, tips or questions in this regard, we would be happy to get in touch with you.