{"id":18196,"date":"2022-04-27T08:43:45","date_gmt":"2022-04-27T06:43:45","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=18196"},"modified":"2024-09-11T11:28:17","modified_gmt":"2024-09-11T09:28:17","slug":"4-lepes-onkiszolgalas","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/4-lepes-onkiszolgalas\/","title":{"rendered":"4 l\u00e9p\u00e9s az \u00f6nkiszolg\u00e1l\u00e1s \u00f6szt\u00f6nz\u00e9s\u00e9re"},"content":{"rendered":"<p>Egyik legut\u00f3bbi tan\u00e1csad\u00f3i projektem a London School of Hygiene &amp; Tropical Medicine-n\u00e9l (LSHTM) az \u00f6nkiszolg\u00e1l\u00f3 port\u00e1l n\u00e9pszer\u0171s\u00edt\u00e9s\u00e9re ir\u00e1nyult. Az eredm\u00e9ny? Az els\u0151 h\u00e1rom h\u00f3nap alatt az \u00f6nkiszolg\u00e1l\u00e1s ar\u00e1nya 3%-r\u00f3l 40%-ra, majd nemr\u00e9g 70%-ra n\u0151tt! Hogyan siker\u00fclt ezt el\u00e9rn\u00fcnk?<\/p>\n<p>Lent \u00f6sszegy\u0171jt\u00f6ttem n\u00e9h\u00e1ny tanuls\u00e1got \u00e9s gondolatot a projektr\u0151l, amelyet az egyik kor\u00e1bbi blogbejegyz\u00e9semben bemutatott megk\u00f6zel\u00edt\u00e9s alapj\u00e1n v\u00e9gezt\u00fcnk.<\/p>\n<h3>1. l\u00e9p\u00e9s: Reflekt\u00e1l\u00e1s \u00e9s kutat\u00e1s<\/h3>\n<p>Az LSHTM c\u00e9lja egy \u00fcgyf\u00e9lk\u00f6zpont\u00fa port\u00e1l l\u00e9trehoz\u00e1sa volt, hogy cs\u00f6kkentse a Service Desk terhel\u00e9s\u00e9t. Els\u0151dleges c\u00e9lunk az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9g n\u00f6vel\u00e9se volt: nemcsak a mennyis\u00e9gi c\u00e9lokat (p\u00e9ld\u00e1ul a napl\u00f3zott h\u00edv\u00e1sok sz\u00e1m\u00e1t) szerett\u00fck volna el\u00e9rni, hanem a Helpdesk \u00fcgyf\u00e9l\u00e9lm\u00e9ny\u00e9t is \u00faj szintre akartuk emelni.<\/p>\n<p>A projekt elej\u00e9n az LSHTM-mel egy\u00fctt meghat\u00e1roztuk a szolg\u00e1ltat\u00e1sokat \u00e9s a port\u00e1l elrendez\u00e9s\u00e9t. Megk\u00e9rd\u0151jelezt\u00fcnk mindent, az alkalmazott nyelvezett\u0151l kezdve a szolg\u00e1ltat\u00e1sok csoportos\u00edt\u00e1s\u00e1ig \u2013 mindent \u00fajra\u00e9p\u00edtett\u00fcnk. Ezut\u00e1n \u00fcgyf\u00e9lf\u00f3kuszcsoport seg\u00edts\u00e9g\u00e9vel finom\u00edtottuk \u00e9s j\u00f3v\u00e1hagytuk a tervez\u00e9st. Ha t\u00e9nyleg azt szeretn\u00e9d, hogy az \u00f6nkiszolg\u00e1l\u00f3 szolg\u00e1ltat\u00e1sok elterjedjenek, okot kell adnod a felhaszn\u00e1l\u00f3knak a visszat\u00e9r\u00e9sre; ez\u00e9rt fontos meghallgatni a v\u00e9lem\u00e9ny\u00fcket!<\/p>\n<p>N\u00e9h\u00e1ny nap alatt elk\u00e9sz\u00fclt az \u00fcgyfelek \u00e1ltal j\u00f3v\u00e1hagyott port\u00e1ltervez\u00e9s. Ezut\u00e1n megkezdt\u00fck a szolg\u00e1ltat\u00e1sok \u00e9s tud\u00e1selemek sablonjainak l\u00e9trehoz\u00e1s\u00e1t, hogy seg\u00edts\u00fck az egys\u00e9ges megjelen\u00e9st.<\/p>\n<h3>2. l\u00e9p\u00e9s: Tervez\u00e9s \u00e9s megval\u00f3s\u00edt\u00e1s<\/h3>\n<p>A port\u00e1l elk\u00e9sz\u00fclt\u00e9vel megkezdt\u00fck az \u00e9les \u00fczemm\u00f3dot. Az LSHTM folyamatosan nyomon k\u00f6vette a kezdeti visszajelz\u00e9seket \u00e9s jav\u00edt\u00e1sokat v\u00e9gzett, ha valaki nem megfelel\u0151nek \u00edt\u00e9lt valamit. Ez az elk\u00f6telezetts\u00e9g kifizet\u0151d\u00f6tt, \u00e9s m\u00e9g t\u00f6bb mint egy \u00e9v eltelt\u00e9vel is frissen tartja a port\u00e1lt.<\/p>\n<p>Miut\u00e1n a rendszer j\u00f3l m\u0171k\u00f6d\u00f6tt, k\u00f6nnyebben azonos\u00edtottuk az elhagyhat\u00f3 feladatokat \u00e9s az \u00faj jav\u00edt\u00e1si lehet\u0151s\u00e9geket. Intelligens \u0171rlapokat k\u00e9sz\u00edtett\u00fcnk, hogy a felhaszn\u00e1l\u00f3k azonnali megold\u00e1sokat kapjanak, ez\u00e1ltal cs\u00f6kkentve az \u00fczemeltet\u0151k terhel\u00e9s\u00e9t.<\/p>\n<p>Az is fontos volt, hogy a port\u00e1l mindig professzion\u00e1lisan n\u00e9zzen ki. A szolg\u00e1ltat\u00e1si oldalak egy\u00e9rtelm\u0171en bemutatt\u00e1k az egyes szolg\u00e1ltat\u00e1sokat, a hozz\u00e1juk kapcsol\u00f3d\u00f3 tud\u00e1selemek pedig r\u00e9szletes utas\u00edt\u00e1sokat tartalmaztak.<\/p>\n<p>\u00c9s az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9g? Egy h\u00f3napon bel\u00fcl a h\u00edv\u00e1sok 91%-a legal\u00e1bb 4 csillagot kapott az 5-b\u0151l, \u00e1tlagosan 4,7-et. Ez val\u00f3ban j\u00f3 eredm\u00e9ny!<\/p>\n<p><a href=\"https:\/\/www.topdesk.com\/hu\/blog\/digitalis-onkiszolgalas\" target=\"_new\" rel=\"noopener\">Ismerd meg, hogyan lehet sikeresen bevezetni a digit\u00e1lis \u00f6nkiszolg\u00e1l\u00e1st!<\/a><\/p>\n<h3>3. l\u00e9p\u00e9s: Prom\u00f3ci\u00f3<\/h3>\n<p>A port\u00e1l megtervez\u00e9se sor\u00e1n m\u00e1r kor\u00e1n \u00e9rdemes id\u0151t sz\u00e1nni egy vil\u00e1gos prom\u00f3ci\u00f3s strat\u00e9gia kidolgoz\u00e1s\u00e1ra. A prom\u00f3ci\u00f3 nemcsak a k\u00f6zelg\u0151 v\u00e1ltoz\u00e1sokr\u00f3l t\u00e1j\u00e9koztatja a felhaszn\u00e1l\u00f3kat, hanem kiv\u00e1l\u00f3 m\u00f3dja a kommunik\u00e1ci\u00f3s csatorn\u00e1k megnyit\u00e1s\u00e1nak \u00e9s v\u00e9lem\u00e9nyek k\u00e9r\u00e9s\u00e9nek. Az LSHTM eset\u00e9ben ezt tett\u00fck:<\/p>\n<ul>\n<li>&#8220;Hamarosan&#8221; el\u0151n\u00e9zet a h\u00edrlev\u00e9lben.<\/li>\n<li>Plak\u00e1tok kihelyez\u00e9se a k\u00f6zelg\u0151 port\u00e1lr\u00f3l.<\/li>\n<li>El\u0151ad\u00e1sok tart\u00e1sa szem\u00e9lyzeti \u00e9rtekezleteken a port\u00e1l el\u0151nyeir\u0151l.<\/li>\n<\/ul>\n<p>\u00c9s m\u00e9g sok m\u00e1s. A c\u00e9l az volt, hogy ne csak t\u00e1j\u00e9koztassuk az embereket, hanem szem\u00e9lyes kapcsolatot is kialak\u00edtsunk vel\u00fck. K\u00f6zvetlen\u00fcl az indul\u00e1s el\u0151tt eml\u00e9keztet\u0151 e-mailt k\u00fcldt\u00fcnk \u00e9s sz\u00f3r\u00f3lapokat osztottunk.<\/p>\n<p>Ezzel p\u00e1rhuzamosan nyerem\u00e9nyj\u00e1t\u00e9kot szervezt\u00fcnk, ahol a port\u00e1lon kereszt\u00fcl beny\u00fajtott h\u00edv\u00e1sokkal lehetett r\u00e9szt venni. Az els\u0151 nap v\u00e9g\u00e9re a h\u00edv\u00e1sok 40%-\u00e1t a port\u00e1lon kereszt\u00fcl regisztr\u00e1ltuk \u2013 \u00e9s ezt tort\u00e1val \u00fcnnepelt\u00fck.<\/p>\n<p><a href=\"https:\/\/www.topdesk.com\/hu\/blog\/4-tipp-az-onkiszolgalo-portal-nepszerusitesehez\" target=\"_new\" rel=\"noopener\">Tov\u00e1bbi tippek az \u00f6nkiszolg\u00e1l\u00f3 port\u00e1l n\u00e9pszer\u0171s\u00edt\u00e9s\u00e9hez itt.<\/a><\/p>\n<h3>4. l\u00e9p\u00e9s: Folytasd a prom\u00f3ci\u00f3t<\/h3>\n<p>K\u00f6nny\u0171 lehet azt gondolni, hogy a port\u00e1l elind\u00edt\u00e1sa ut\u00e1n abbahagyhatjuk a prom\u00f3ci\u00f3t. Azonban a folyamatos rekl\u00e1moz\u00e1s nagyon hasznos. Az \u00fczenetek ism\u00e9tl\u00e9se kulcsfontoss\u00e1g\u00fa. Az LSHTM folytatta az el\u0151ny\u00f6k n\u00e9pszer\u0171s\u00edt\u00e9s\u00e9t e-mailekben, tal\u00e1lkoz\u00f3kon \u00e9s dem\u00f3kkal.<\/p>\n<p>Az a szenved\u00e9ly \u00e9s lelkesed\u00e9s, amellyel a Service Desk csapat az eszk\u00f6zzel kapcsolatos ismereteket terjesztette az egyetemen bel\u00fcl, a f\u0151 oka a sikernek.<\/p>\n<h3>Szeretn\u00e9l t\u00f6bbet megtudni?<\/h3>\n<p>N\u00e9zd meg e-bookunkat a jobb \u00f6nkiszolg\u00e1l\u00e1s fejleszt\u00e9s\u00e9r\u0151l a szervezetedben!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Egyik legut\u00f3bbi tan\u00e1csad\u00f3i projektem a London School of Hygiene &amp; Tropical Medicine-n\u00e9l (LSHTM) az \u00f6nkiszolg\u00e1l\u00f3 port\u00e1l n\u00e9pszer\u0171s\u00edt\u00e9s\u00e9re ir\u00e1nyult. Az eredm\u00e9ny? Az els\u0151 h\u00e1rom h\u00f3nap alatt az \u00f6nkiszolg\u00e1l\u00e1s ar\u00e1nya 3%-r\u00f3l 40%-ra, majd nemr\u00e9g 70%-ra n\u0151tt! Hogyan siker\u00fclt ezt el\u00e9rn\u00fcnk? Lent \u00f6sszegy\u0171jt\u00f6ttem n\u00e9h\u00e1ny tanuls\u00e1got \u00e9s gondolatot a projektr\u0151l, amelyet az egyik kor\u00e1bbi blogbejegyz\u00e9semben bemutatott megk\u00f6zel\u00edt\u00e9s alapj\u00e1n v\u00e9gezt\u00fcnk.<\/p>\n","protected":false},"author":379,"featured_media":18199,"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-18196","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>4 l\u00e9p\u00e9s az \u00f6nkiszolg\u00e1l\u00e1s 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content=\"@topdesk\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Camille\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.topdesk.com\/hu\/blog\/4-lepes-onkiszolgalas\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.topdesk.com\/hu\/blog\/4-lepes-onkiszolgalas\/\"},\"author\":{\"name\":\"Camille\",\"@id\":\"https:\/\/www.topdesk.com\/hu\/#\/schema\/person\/d5c66687e696681558408f7365411160\"},\"headline\":\"4 l\u00e9p\u00e9s az \u00f6nkiszolg\u00e1l\u00e1s 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