As Robin Warren said in his recent post, agile techniques offer help desk teams many ways to improve internal workflows and provide better customer experiences.
What stood out to me the most was that they are so valuable, in part, because they remind you to focus on continuous improvement.
As the providers of a service, we can choose whether we want to continuously improve or remain as we are.
But we can’t forget that our customers are seeking to continuously improve, as well. They are looking to find easier ways to accomplish tasks, solve problems faster, and make the most of their time.
If we do not continuously find ways to better support our customers, we open the door widely for our competitors to show up with a new solution–one more advanced than we’ve pushed ourselves to become.
“Learning is not compulsory; it’s voluntary. Improvement is not compulsory; it’s voluntary. But to survive, we must learn.” W. Edwards Deming
Statistician, author, and lecturer W. Edwards Deming’s quote above reflects this need to learn and grow. Continuous improvement is what we have to strive for to keep our products relevant, to keep our customers happy, and, ultimately, to help our businesses survive.
Do you have processes in place to help continuously improve your product, services, or internal processes? We’d love to learn from you. See how you can share your insights on the HelpSpot blog.