It is difficult to run a business and run, so naturally when you’re running your own business, you’ll be faced with lots of questions. The questions may originate from multiple sources, including your customers, employees, investors and even your customers. Some of the questions are personal and need your immediate attention. Other questions are more general and routine and can be handled easily with automated service desks. The bigger your company gets, the more it could benefit from an automated service desk. Before we jump in let’s cover the fundamentals.
What is service desk automation?
Service desk automation refers to methods and tools that can help to automate your help desk, making it easier for your employees and customers to gain access to resources that will help them essentially resolve their problems faster.
Five benefits of service desk automation
Onboard employees faster
The creation of an internal knowledge desk with the aid of automation could speed up the process of onboarding new employees. Through the use of an automated system that allows new employees to gain access to information such as essential forms and training videos, as well as contacts of employees and more easily. This also reduces the workload on HR departments by reducing the need for lengthy induction courses. Look at here to find out special info about AI Service Desk.
Raise issues with ease
Integration of task manager applications like Slack together with helpdesk, softwares like Jira and Freshdesk makes it simpler to resolve issues seamlessly. Employees can create tickets automatically through their task managers. These tickets can easily be escalated to developers and IT experts, making the process simple and effortless.
Enhance customer experience
Automated customer chatbots can help customers extract relevant information without human intervention. Customers can send a quick question and get redirected to relevant articles and videos. Automation also assists in gathering customer feedback immediately following the delivery of products.
Service requests that are standard can be autofilled
Make time and energy savings by using services like ServiceNow, Aviater Service Catalog, PasswordNow and integrate these with your company’s software and processes that automatically fill out the required information on forms for service requests and performing redundant tasks like resetting passwords. This can not only help you reduce time, but allow your employees to concentrate on other tasks.
Automate calls and reroute tickets to agents
Automation is a way to control the flow of calls and request. Check calls by the length of time they’ve been on hold and raise them when they hit a high wait time. Automate the route of complaints by customers to agents who are available. This saves time and removes the need to assign agents manually to deal with tickets that are raised.
Implementing automation for your service desk enhances both the communication between your office and customers. This improves the customer experience. Your support staff will be able to complete their tasks by taking over redundant or uninteresting tasks. This allows your support staff to do more. It also helps employees by helping them solve their issues in a systematic manner.
