Help Desk: quickly, politely, to the point

The results of the survey of subagents and employees of the holding on the quality of the help desk in February demonstrated their high satisfaction with the service. Air Transportation Sales Director of Vipservice Holding Sevara Sabirova explained what features of the help desk were highly appreciated by the interviewed users and what improvements to expect from the Help Desk in the near future.

— Sevara, in February, you interviewed subagents and employees of the holding, who interact with the Help Desk. Are you happy with the results?

— Vipservice Holding pays great attention to ensuring positive experience of users from interaction with products of the holding and the Help Desk. We have been consistently working on improving the service for over 6 months already, and it is reflected by the survey results.

Over 90% of respondents expressed their satisfaction with the speed of response by phone and e-mail, and their satisfaction with the communication culture, both written and oral, is even higher. We respond quickly and do it politely, accurately and to the point. It was impacted by the revision of the procedure for processing electronic requests: our e-mail address avia@vipservice.ru is now in the public access, and applications are processed by all employees simultaneously. All answers to the letters of clients and inquiries to the airlines are transparent, and this allows to control the quality of employee performance.

One more pleasant result: over 90% of respondents rated the usefulness of our newsletters at 4 and 5 on a five-point scale. We pay much attention to this: we appreciate every message, edit and adapt the text to make it understandable for any user. As a result, we do less mailings than before, but they are of higher quality. And the interview results confirm that it is the right way.

— What kind of imprrovement the Help Desk will feature in the near future?

— Now we are working on the new structure of the Help Desk page on the holding's website. As it was before, the Help Desk will contain the most up-to-date information, but it will be much easier to find it. In addition, long overdue new sections will appear, and they will help new users to better navigate in the reservation systems: answers to frequently asked questions in FAQ, the Glossary of air terminology and the Airborne dictionary (English-Russian).

We are planning to repeat surveys, similar to the one conducted in February, quarterly to keep a hand on the pulse and not only to avoid lowering the level set, but also to get better and better. Because we know how pleasant it is when you are chosen wholeheartedly.