This talk was given by Girish Mathurbootham, CEO Freshdesk at Service Desk Institute's Service Desk and IT Support Show, London in April 2014. Freshservice is an online ITIL service desk with a fresh twist. It puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and is the most user-friendly app in the space. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud. Freshservice offers a plug and play ITIL solution for organizations looking to align themselves to best practices without getting any expert implementation help. It has been developed by the team of experts behind Freshdesk, the leading customer support software that is currently being used to support over 5 million customers across the world.

1. Motivating a 300% Increase
In Service Desk Efficiency

2. 2

3. Let’s face it...
IT Support is a thankless job

4. A day in the life of an agent
8 to 12
hours at work
23
users
115
notifications
35
new tickets
2-3%
Reopens
14
Problems solved

5. Nobody gets to have fun
Not your agents. Not your users. Not even you.

6. Average tenure of support agent is less than 11
months
Agent frustration directly translate to unhappy
customers
Frustrated agents are terrible for business
Everything comes at a price

7. Apple’s “smiling” support

8. Happiness is contagious

9. Gen-Y ready?

10. Can Gamification Help?

11. Reward Desired Behavior

12. Alignment to the right goals

13. Better results. More fun.

14. Better employee
engagement
Motivation = Results
Happy UsersDecrease in Average
resolution times
Faster Ticket Resolution

15. Why should Sales guys have all the fun?

16.  Identify best players in your team
 Find out why your top players are on top
 Figure out areas of expertise for each agent
 Compare agents and see head-to-head stats
 Pinpoint problem areas and find ways to
improve
Outcomes

17. Making “fun” work is the
first step to making “work”
fun!www.freshservice.com
Booth #620