A Help desk is one of the most important departments in any company and they ensure that everything runs smoothly. However, when run by humans, there is the potential for mistakes to be made as unfortunately, humans are not infallible. This is where using software to manage your help desk becomes an essential feature of any company which wants to keep productivity high and their employees happy in the knowledge they can get immediate help for any issues that arise. Interested to learn more about how an internal helpdesk could benefit your business?
Speed
When you encounter a problem, you want the service desk to be able to resolve it promptly. If the help desk is not automated, you run the risk of tickets being backed up as a human only has the capacity to deal with a certain amount in a set time. There is also the advantage of any support staff you do have, doing a job they are qualified for and want to do. Many service requests are simply frequently asked questions, and this will become tedious. A Help desk will increase the speed of resolution as well as improving employee satisfaction.
Self-Service
If you maintain a human help desk, certain problems will have to be prioritized and this will lower productivity. When you employ automation to help desks, you have the immediate benefit of being able to resolve the issue there and then without having to resort to prioritizing. Modern AI provides chat boxes that employees can use to ask questions and be directed towards the solution to their problem. This is especially useful for when employees are working at the weekend or late at night.
Human Support
A help desk doesn’t completely cut out the human element as mentioned above. There will be questions that AI cannot answer and will then refer to a human. Keeping humans involved in the process will make everything streamlined and reduce any potential problems should the AI be unable to answer questions. Help desk software works best when computers and humans are working together in tandem.
Maintains Focus and Responsibility
Productivity and use of time are the keys to any successful business and helpdesk software helps to keep your employees working instead of trying to resolve problems or waiting for problems to be resolved. AI and chat boxes use a centralized knowledge base which is referred to in order to answer questions your employees have. The answers can usually be provided immediately, and employees will be directed on how to solve the problem. AI-powered suggestions encourage self-service and quickly connect users to their needs using a service catalog to streamline workflows and automate repetitive service requests.
Organizational Knowledge
One of the major benefits of using automated help desks is they’re now capable of integrating with multiple applications. A chatbox can access information directly from any application. It is especially useful in the world of e-commerce where information on customers is a regular request for help desks. Through using an internal help desk the whole process is streamlined and more productive. This also saves the humans you have employed on support, working on problems that are more pressing.
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