{"id":14796,"date":"2020-06-25T12:35:45","date_gmt":"2020-06-25T10:35:45","guid":{"rendered":"https:\/\/www.topdesk.com\/da\/?p=14796"},"modified":"2025-01-08T09:30:31","modified_gmt":"2025-01-08T08:30:31","slug":"formularer-best-practices","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/da\/blog\/formularer-best-practices\/","title":{"rendered":"S\u00e5dan bruger du formularer: 4 best practices"},"content":{"rendered":"

Da de fleste er begyndt at arbejde mere hjemmefra, vil dine kunder bruge din serviceportal oftere. Derfor er du n\u00f8dt til at sikre dig, at dine formularer er i tip-top-form.<\/strong><\/p>\n

4 m\u00e5der, du kan optimere dine formularer<\/h2>\n

Hvordan kan du pr\u00e6sentere dine services p\u00e5 en kundeorienteret m\u00e5de? Vi deler her de fire bedste fremgangsm\u00e5der.<\/p>\n

1. Kan dine kunder finde den formular, de har brug for?<\/h3>\n

Dette kan virke som et \u00e5benlyst sp\u00f8rgsm\u00e5l, men servicedesks har en tendens til at overse dette, fordi de ofte fokuserer p\u00e5 at perfektionere indholdet af deres service formularer.<\/p>\n

Organisationer bruger ofte slutbruger-fokusgrupper til at teste levedygtigheden af \u200b\u200bderes serviceportal for at sikre, at den er ‘egnet til form\u00e5let’. Men m\u00f8des du stadig med dine fokusgrupper? M\u00e5ske n\u00e5r du tilf\u00f8jer en ny service til portalen? Fokusgrupper kan hj\u00e6lpe dig med at indse, at dine services ikke er lette at finde.<\/p>\n

Hvad kan du g\u00f8re?<\/h4>\n

Find ud af, om \u00e9n af \u200b\u200bdine slutbrugere kan finde en bestemt formular p\u00e5 under tre klik. Hvis de kan, er det fantastisk! Hvis de ikke kan, skal du finde ud af hvorfor. Organis\u00e9r blot en remote fokusgruppe og kommunik\u00e9r via e-mail, Skype eller Microsoft Teams – mulighederne i dag er uendelige. Og hvis du ikke allerede har gjort det, skal du s\u00f8rge for, at \u00e9n af \u200b\u200bdine servicedesk-medarbejdere gennemg\u00e5r dine services regelm\u00e6ssigt.<\/p>\n

2. Giver din formular mening?<\/h3>\n

Okay, det er lykkedes din kunde at finde frem til den formular, han\/hun ledte efter. Men n\u00e5r han\/hun f\u00f8rst har \u00e5bnet den, bliver han\/hun overv\u00e6ldet af dens l\u00e6ngde og kompleksitet. Der er m\u00e5ske en anden m\u00e5de, vi kan formulere sp\u00f8rgsm\u00e5lene p\u00e5, s\u00e5 vi ikke forvirrer vores kunder. Det, der ser ud som et simpelt sp\u00f8rgsm\u00e5l for dig, kan v\u00e6re et meget \u00e5bent sp\u00f8rgsm\u00e5l for dem! Du skal altid pr\u00f8ve at stille s\u00e5 mange lukkede sp\u00f8rgsm\u00e5l som muligt, for eksempel sp\u00f8rgsm\u00e5l med drop-down svar eller radioknapper.<\/p>\n

Hvad kan du g\u00f8re?<\/h4>\n

Overv\u00e5g antallet af sp\u00f8rgsm\u00e5l, som du f\u00e5r om dine formularer hver m\u00e5ned. Er der en generel tendens? Er der for mange sp\u00f8rgsm\u00e5l? I s\u00e5 fald, invit\u00e9r dine slutbrugere til en (evt. virtuel) feedback-session for at diskutere deres sp\u00f8rgsm\u00e5l eller opret en feedbackformular i din serviceportal.<\/p>\n

3. Er din formular l\u00e6rerig nok?<\/h3>\n

Brugen af lukkede sp\u00f8rgsm\u00e5l skal minimere antallet af forvirrede kunder, men det er ikke kun det, du kan g\u00f8re. Pr\u00f8v at knytte vidensemner til dine formularer, s\u00e5 de bliver foresl\u00e5et til dine kunder i h\u00f8jre side af siden. Disse elementer fungerer som let tilg\u00e6ngelige FAQ \u2018er eller mini guides.<\/p>\n

Du kan ogs\u00e5 indstille ‘hover-over’ talebobler ved siden af \u200b\u200bet sp\u00f8rgsm\u00e5l i din formular. Bare s\u00f8rg for, at teksten indeni disse bobler er kortfattet, ellers kan dine kunder stadig synes, det er hurtigere at ringe til din servicedesk.<\/p>\n

Hvad kan du g\u00f8re?<\/h4>\n

Begynd at skr\u00e6ddersy det indhold, du linker til dine formularer. Du kan ogs\u00e5 begynde at oprette en vidensartikel, der specifikt fungerer som en guide til udfyldning af de mere komplekse salgs.<\/p>\n

4. Hvad sker der, n\u00e5r dine kunder indsender en formular?<\/h3>\n

Nogen har indsendt en formular til din servicedesk – hvad nu? Hvis du har en change-skabelon tilknyttet, behandles den af \u200b\u200bde relevante teams i den rigtige r\u00e6kkef\u00f8lge. Men er det muligt at minimere antallet af godkendelsestrin eller kompleksiteten af \u200b\u200bde workflows, du opretter?<\/p>\n

I en start \/ forlad-proces er flere afdelinger typisk involveret i en change-anmodning. Det ville v\u00e6re en god id\u00e9 at f\u00e5 en repr\u00e6sentant fra hver af disse afdelinger til at brainstorme sammen, hvis der er mulighed for forbedring.<\/p>\n

Hvad kan du g\u00f8re?<\/h4>\n

S\u00f8rg for at evaluere, hvor effektive dine change management processer er hver sjette m\u00e5ned. P\u00e5 den m\u00e5de kan du f\u00f8lge med i de organisatoriske \u00e6ndringer, der har fundet sted.<\/p>\n

Husk altid dine kunder<\/h4>\n

Som du sandsynligvis har bem\u00e6rket, skal du t\u00e6nke p\u00e5 dine services ud fra din kundes perspektiv. Download vores gratis kundeorienteret e-bog<\/a> for en komplet guide til opbygning af en kundeorienteret servicedesk.<\/p>\n","protected":false},"excerpt":{"rendered":"

Da de fleste er begyndt at arbejde mere hjemmefra, vil dine kunder bruge din serviceportal oftere. Derfor er du n\u00f8dt til at sikre dig, at dine formularer er i tip-top-form. 4 m\u00e5der, du kan optimere dine formularer Hvordan kan du pr\u00e6sentere dine services p\u00e5 en kundeorienteret m\u00e5de? Vi deler her de fire bedste fremgangsm\u00e5der. 1.<\/p>\n","protected":false},"author":379,"featured_media":16936,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-14796","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":{"title":"Download vores kundeorienteret e-bog","url":"https:\/\/www.topdesk.com\/da\/e-boeger\/kundeorienteret-servicedesk\/","target":""},"toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nS\u00e5dan bruger du formularer: 4 best practices<\/title>\n<meta name=\"description\" content=\"Ved du, hvordan du optimerer dine formularer i servicedesken? Her er 4 tips, du skal f\u00f8lge for at \u00f8ge kundetilfredsheden. 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