Centrais de Help-Desk: avaliação do serviço de atendimento ao cliente de Empresas Desenvolvedoras de Sistemas de Gestão Empresarial

Abstract

Enterprises working with the development of enterprise management systems (ESD) supply their clients with Help-Desk service geared towards clearing doubts or solving problems related to the system use. The client, on acquiring an ESD management system, presumes he can count on its workability. In case of system failure or doubts concerning its use, the clients get in touch with the ESD through the Help-Desk service to seek solutions for failures or clear doubts. However, ESD Help-Deskcenters many times cannot provide standard services of expected quality. To understand the reasons why this service does not always clear the clients' doubts, this project evaluated client help-desk services in a company that develops enterprise management systems, with the goal of offering suggestions for improvement. An evaluation methodology was developed that unified the several factors involved in client-help services. These factors range from details related to informational resources and specifics dealing with clients, to management policies, assistants,technological infrastructure, even environmental factors, thereby integrating service evaluation literature from Information Science with client service literature from Administration. The methodology was employed in a case study and proved useful for a comprehensive evaluation and diagnosis of problems in Help-Desks services.Several flaws were found, ranging from lack of adequate training for attendants to deficiency in information storage to aid attendants on duty.