While helping to support customers globally, Lena Stormvinge of Comaround has learned lots about customer experience and effective knowledge. Previewing her seminar at SITS17, here Lena explains why her background has influenced her career and offers tips on delivering knowledge on your service desk.
What’s the best advice you’ve ever been given?
My mentor once told me that ‘success is not the key to happiness. Happiness is the key to success. If you love what you are doing, you will be successful.’ I have taken this advice to heart. Why should you not love something that you are doing for such a major part of your life. If you are not happy in your job, change it, figure out your strength, where your passion is and dare to follow your dreams.
What’s the single biggest challenge in your work?
A big part of my job is assessing clients’ knowledge management strategies and helping them find opportunities for improvements. The biggest challenge I have when visiting a new customer is that they always feel that their organization is too unique to deal with any changes. Most organsations have more in common than they realise and my specialty it to show them that change can happen and that the benefits of change are worth the effort. Change is hard, but change is also fun!
What best practice methods would you give Service Desk & IT Support Professionals?
You need to listen to demand and take the correct action where and when the opportunity occurs, in the customer’s preferred environment. By answering the customer issue when it first occurs, then collecting the knowledge into an article which you are adding to your knowledge base and self-service, you are able to deliver a more accurate (and cost-effective) support. The best practice strategy KCS is the absolute best method for delivering support in any service organisation.
What’s one emerging trend or research that anyone working in your field should know?
Being a member of the Consortium for Service Innovation I get to be involved in developing strategies and innovation around customer engagement, productivity, and success. This results in new strategies and models that improve the customer experience. One emerging trend that I’m working with is ‘Intelligent Swarming’, or ‘collaboration on steroids’ as it is sometimes called. The Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. My experience with Intelligent Swarming is exceeding expectations in terms of improvement in operational efficiencies, employee engagement, and customer satisfaction and loyalty.
What’s your most memorable work moment?
Being my organization’s KCS (Knowledge-Centered Service) Trainer, I was given the task of getting our tool, ComAround Knowledge, KCS v5 Verified. There were only three other tools out there that was verified, and the criteria is hard. But after a fantastic effort from my entire organization, we managed to achieve the biggest goal yet and became the fourth verified tool and the only verified tool in Europe. My team was waiting for me to finish my online demo late in the evening and when I came dancing out of my meeting everyone understood that we had finally made it.
What are the key points you’ll be covering in your seminar session at this year’s SITS?
- How to create value when supporting customers
- How to excite and engage entire organisation about customer success
- Best ways to increase satisfaction and retention without sacrificing ROI
Lena is presenting at SITS17, learn about here session: Global customers, global support.
Lena Stormvinge is head of training and consulting, KCS Trainer, Comaround.