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Introduction

What Is The Role Of Screenshots And Images In Service Operations?

There are a large number of operations and processes that organizations run in their daily routine business. Some of these operations and processes are important for an organization, and they run them happily because they know they will return from them. Whereas there are some processes and operations that organizations run because they have to do so. These processes are also important, but it is not sure if organizations will really have some benefits from these processes or not. So, this uncertainty degrades them in front of the first type of processes and operations.

 

Service operations fall in the first category that we have mentioned above. Organizations have many direct or indirect benefits and returns (like customer’s long-term relationships with the organization) from their investments in service delivery. That’s why they always think about improving their service operations. In our previous articles, we have suggested many different ways to improve service operations. In this article, we have reviewed the role of screenshots and images in service operations of an organization. In this regard, we will discuss the purposes of taking screenshots and images, its effects on service operation’s importance and benefits, and some ways to take screenshots and images. We hope that it will be really helpful for you. So, let’s start with our main topic.

Screenshots And Images In Service Operations

Screenshots and images are very important in an organization’s daily routine service operations. They help an organization enhance its service capabilities. Through screenshots and images, service teams can more easily provide an understanding of certain issues that the requesters raise. Now, the question is, how do they do so? To answer the question, we have given the complete detail about the use of screenshots and images in the following.

Purpose Of Screenshots And Images

There are multiple purposes for using screenshots and images in the service operations of an organization. Following are some of these purposes of screenshots and images.

1. To Provide A Better Understanding To Service

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In the case of help desk software, developers usually provide complete documentation of their software. In this documentation, they provide complete details about all of the functions of the software, and they add screenshots and images to provide this detail more comprehensively. So, the most important purpose of screenshots and images in the service operations of an organization is that the service team could get help from the developer who provided screenshots and images for running service operations in a better way. These screenshots and images can ease the work of the service team by providing them with a better understanding of the functions of help desk software

2. To Provide A Better Understanding To Service Team About Problem

Sometimes users face a problem, or they want to request something that could not be described in the text or even in live chat or call. This situation is not frustrating for users, but it also frustrates the service agent. That’s why in this situation, it becomes crucial to have screenshots from users so that the service team can know what the exact problem is. In this regard, it becomes important to keep space for visual communication.

3.To Provide A Better Understanding To Users

In some cases, organizations have such types of services that they do not need to attach screenshots or images. But they attach screenshots and images just to improve their service quality. They do so to impress requesters with their efficient services. Along With these conditions, screenshots and images improve service quality also if needed.

4. Performance Monitoring

Screenshots and images are also used for performance monitoring tools by executives. There are various means for this purpose. For example, some software automatically takes screenshots and sends them to the executives so that they can know which service team is working on which issue. Sometimes, executives set criteria that service agents must submit a screenshot at the end of every request. There are also many other ways to do so.

5. For Improving Service Quality

In some cases, organizations have such types of services that they do not need to attach screenshots or images. But they attach screenshots and images just to improve their service quality. They do so to impress requesters with their efficient services. Along With these conditions, screenshots and images improve service quality also if needed.

Method Of Taking Screenshots And Images

There are several methods of taking screenshots. Some desktops and laptops have a default system for taking screenshots. In most cases, the system provided screenshots, and quality needs improvement. In some cases, there is no facility for taking screenshots. Using an appropriate tool for this purpose is the best solution for these problems. Various tools are available for this purpose. You should select the suitable one according to your desktop nature. For example, Greenshot is the best and most suitable tool for Windows and Mac, and ScreenRec is suitable for Linux desktops. You should also search for exploring the suitable one.

Editing Screenshots And Images According To The Solution Of Requester’s Issue

Taking a screenshot is not a big issue; your screenshots will be captured by pressing the system or tool-provided keys. Now, the real task is how to make the screenshot or image according to the user’s request. You can make it by editing the screenshots and images. You do not need to be a photoshop expert for this purpose; instead, you just need to know the basics. Following are some steps that we should take to make a simple screenshot or image according to the solution of the requester’s issue.

Open the image or screenshot in the editor.
Crop it so that the desired part becomes more highlighted.
Mention the desired portion from that image or screenshot. You can use circles, boxes, arrows, and even text for this purpose.
If the user has to take multiple steps through that screenshot or through multiple screenshots, then you must mention numbers with the steps, for example, step, step2, etc.
Sometimes only screenshots cannot describe the whole context. That’s why I must attach some text along with screenshots and images.

Effects Of Screenshots And Images On Service Operations

It’s simple, why do organizations need to use something if it does not have any positive or negative effects? It means screenshots and images must have some effect on the service operations of organizations; that’s why organizations frequently use them. Following are some effects of screenshots and images on the service operations of organizations.

Importance

Organizations need to use screenshots and images in service operations because it has many benefits. It can help an organization compete with its business rivals. If organizations did not use them, then it would be difficult for the service team to provide effective solutions to requesters, and it would also be difficult for requesters to understand that what is the actual solution that the service team provides and where to find it. Despite its benefits, there are some disadvantages to their absence and some factors due to which organizations need to use them. So, it becomes important for an organization to use screenshots and images in their service operations.

Benefits

Wider usage of screenshots and images throughout the organizations tells us that they must have some benefits for using screenshots and images in their service operations. We said this because why organizations need to spend their time on taking and editing images and screenshots if they get no benefits from this practice. There are definitely many benefits of using screenshots and images in service operations. Following are some of these benefits.

1. Rapid And Efficient Services

It becomes easier for organizations to provide rapid and efficient services through images and screenshots. Now the question is, how do they make it easier? To answer this question, we should imagine how the service operates without screenshots and images. It becomes difficult for the service team to understand the help desk software functions without screenshots; it’s also difficult for both users and service agents to understand the actual problem and the actual solution, respectively, without screenshots and images. That’s why we said that they make the service rapid and efficient.

2. Enhanced Satisfaction Level

As we said before, screenshots and images cause rapid and efficient services. It enhanced the satisfaction level of both requesters and service agents. The satisfaction level of requesters was enhanced because they got a complete solution in the form of screenshots and images. And service agent’s satisfaction level increased because they did not need to explain so much, just deliver screenshots, images, text, and thumbs up. Moreover, screenshot-enriched documentation makes it easier for the service team to learn about the functions of help desk software.

3. Enhanced Productivity

Screenshots and images can enhance the productivity of an organization. Now, the question is how they can enhance the productivity of an organization, although it has nothing to do with business-related fields. The answer is yes; it’s true that screenshots and images have nothing to do with the business fields that’s why they could not directly benefit these fields. As we mentioned above, they caused rapid and efficient service operations; in this way, they enhanced the service level of both employees and requesters. Employees perform better in their fields due to enhanced satisfaction levels, and customers become more loyal to the organization when they get rapid and efficient service. In this way, screenshots and images indirectly enhance the productivity of an organization.

Effects Due To Absence Of Screenshots And Images In Service Operations

We have discussed above some benefits of using screenshots and images in the service operations of an organization. Despite its benefits, there are also some disadvantages if organizations do not use them. Due to these negative effects, organizations have to use screenshots and images in their screenshots even if they have gotten no benefits from using them. Following are some negative effects that an organization has to face due to the absence of screenshots and images in their service operations.

1. Frustration

If there is no option for visual communication, it causes frustration for requesters and the service team. It is because due to the absence of screenshots and images, requesters are unable to provide complete knowledge to the service team, and the service team is also unable to provide complete knowledge about the solution of a request. In simple words absence of screenshots and images makes the work of requesters and service team difficult.

2. Time Consumption

Due to the absence of screenshots and images in service operations, processes become more time-consuming. For example, in response to a request, a service agent has to write a long text piece that could be replaced with only one screenshot. That’s why we said that service operations become time-consuming without screenshots and images.

3. Decrease In Satisfaction Level

The satisfaction level of requesters and service teams decreases if they do not have the option of using images and screenshots. It is because, without screenshots, they both have to struggle to convey their point to each other. Moreover, processes become lengthy and time-consuming, which is not joyful for both. Due to all these factors, the service team and requesters’ satisfaction level decreases.

4. Decreased Productivity Level

All the above-mentioned effects cause a decrease in an organization’s productivity level. For example, a decrease in satisfaction level caused lower quality performance of the service team. Moreover, they have to focus on one process for more time due to time-consuming lengthy processes. Due to all these things, it becomes difficult for a customer to build a long-term relationship with the organization. All these factors cause a decrease in the productivity level of an organization.

Conclusion

Through all the above discussion, we learned that it becomes necessary for an organization to use screenshots and images in service operations that it deals with in its daily routine. There are also many benefits of using them, due to which they are important for organizations. Despite benefits, there are also some negative effects if organizations do not use them. Due to these effects, organizations have to use them even if they are getting no benefits through using them.

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