Does it feel like your customers start to lose focus near the end of the year? After a long school year most everyone has one eye on the summer. Combine that with end of year testing, graduation, user turnover, and summer projects ramping up, there are a lot of things going on that can cause distractions…and what does that lead to?
In our latest data dive we looked at clients that are using Purpose Codes to describe User Education/Training Issues. Training Issues typically refer to incidents that could have been prevented if the customer had some basic training or troubleshooting knowledge about the issue they submitted.
We found a noticeable spike in User Education/Training issues as the summer nears.
Training Issues consistently increase from January through the end of the traditional school year, with May having 58% more Training Issues than the average month!
Knowing this can help IT professionals prepare and educate customers as the year comes to an end, and hopefully help level out the trend.
To help alleviate the issue:
-Identify which areas are causing the most User Education tickets. Are there a few individuals that could benefit from enhanced documentation or professional development? Are there certain assets that cause an issue?Once you identify the source/s, you can take steps to correct the issues.
- Send weekly emails to customers with tips for resolving common IT problems that occur that time of year
-Schedule monthly trainings with customers during busy season to ensure incident resolution tips stay fresh in their mind.
Want to know how your organization compares? Start using Purpose Codes in your ITDirect account today! Call our Legendary Support team for help getting started.