5 Help Desk Tasks Everyone Should Automate
According to a recent study, 89% of customers switch sellers or service providers if they find the quality of service is poor. Undeniably, a high level of service delivery tops the wishlist of almost every customer.
Another study found that Tech-based companies such as hardware, software, or cloud specialists are affected the most concerning meeting the expectations of customers. That’s why automating some tasks is an absolute necessity.
Automation on the helpdesk is helping businesses delight customers. Everyone should automate five help desk tasks to increase customer satisfaction.
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Fulfilling Standard Requests
Fielding software requests and requesting approval requires a lot of time. Before automation, support teams had to spend an ample amount of time on fielding requests and seeking approval. Such tasks can now be handled automatically without human interference. A study found that IT departments spend 30% of their time on low-value basic tasks, and 13% of IT specialists find these tasks to be inappropriate. By using automation for such processes, it becomes easy to tackle issues and speed up resolution time.
Ticketing Automation
There are various instances when support tickets are assigned to the wrong authority. A lot of time is spent by the employees every day to detect those and solve the same. This process is lengthy as well as complicated. However, with the use of an IT ticketing automation tool, the task of handling ticket categorization and re-routing to appropriate departments has become hassle-free.
Resetting Passwords
According to a recent study, about 20 to 30% of service desk calls are related to password reset, even though 69% of the survey respondents allow customers to set their password aromatically. The process of resetting passwords is now easy. Various tools help automate the identity and verification process to reset a forgotten password using encrypted personal data. Users can easily reset their passwords from the phone or through voice recognition technology.
Customer Updates Management
The automation tools used by IT support desks help automate the task of sending timely updates to the customers about the ticket status or request. That way, the customers will remain updated about the service request 24/7, which reduces the burden on the help desk agents.
Acquiring Feedback from Customers
The service desk performance is measured in various ways. Cost per ticket, the average time to resolution, and the rate of resolution are the major determining factors. Acquiring feedback from customers after providing support is, therefore, necessary for IT help desks. Automating the process of collecting constant customer feedback using automation tools helps businesses save time as well as resources.
With the advent of AI in helpdesk automation, results show magnified end-user satisfaction.
Bob Violino, a writer for the ITSM industry, says, “AI is emerging as a key component of IT strategies, and going forward, the help desk and IT support will be among the beneficiaries of these new capabilities.”
The benefits of AI-enabled automations in IT according to ITSM experts:
- Removes overheads associated with high-volume, low-value activities
- Helps route requests for service restoration and answers simple questions directly
- Drives automated categorization, prioritization, and routing of incident and service request tickets.
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Disclaimer: This blog was originally published here.
