According to a recent study, 89% of customers switch seller or service provider, 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 out 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 are of absolute necessity.
Automation on the helpdesk is helping businesses delight customers. Here are five help desk tasks that everyone should automate to increase customer satisfaction.
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 now can be handled automatically without human interference. A study found out 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.
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.
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.
Automation tools used by IT support desks help automate the task of sending timely updates to the customers about their status of the ticket or request. That way, the customers will remain updated about the service request 24/7, which reduces the burden on the help desk agents.
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 post providing support is, therefore, necessary for IT help desks. Automating the process of collecting constant customer feedback using automation tools help 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 helpdeskaccording to ITSM experts:
Workativ Assistant transforms the IT helpdesk to deliver faster responses to employees and resolve issues more quickly through an AI+Automation engine. Constant workplace issues and requests can be routed to an intelligent assistant that can be deployed on chat channels easily to give users a modern self-service to autonomously resolve IT issues.