24/7 Help Desk Support: Automation for Efficiency

What Is Automated Help Desk Software?

AI is used by Helpdesk Automation Solutions to respond to client inquiries and handle tickets, emails, or other support customer interactions. As the helpdesk learns how to enhance the customer experiences of both employees and customers, the AI handles more inquiries. Support agents typically perform repetitive, manual duties, but the helpdesk automates them.

The Impact Of AI On Help Desks

Helpdesks have already been impacted by AI, notably for professions supporting customer service, IT, and HR. Help desks get smarter through AI and automation by absorbing human knowledge. Almost 90% of the traffic on Tier 0 or Tier 1 can be redirected by helpdesk automation solutions.

Service Desk Automation's Top 5 Effects

Helpdesk automation has evolved into service desk automation. Rather than chasing down helpdesk tickets, support employees may now concentrate on closing tickets. Automated service desks might be capable of handling Tier 2 support if the automation of the service desk is strong. Here are the top five ways automated desks can benefit companies.

More Efficient Teams

People anticipate truthful reactions. That puts a lot of burden on the support personnel. Automation of service desks can assist businesses in removing barriers to staff, lowering employee burnout, and retaining top talent.

Service desks, once seen by many as unicorns, compete with AI-driven businesses. Businesses with obsolete helpdesks will have ticket weariness and repetitive enquiries, which can result in underperforming customer service teams, ticket cherry-picking, and other issues.

Scalable = Service Desk Automation

Automating your service desk is necessary for any business looking to expand and scale. Automated service desks are no longer "nice to have." Automating answers that do not require human intervention is a great way to save time and money for customers and employees. Automated service desks can handle FAQs and direct customers to the correct place rather than adding agent after agent. With 90% of tickets resolved, technical questions can be escalated for human resolution.

Lower Support Costs

Software for service desk automation initially appears to be pricey. Unfortunately, at a time when tickets and duties are increasing dramatically, service desk automation is pricey. And assistance should be accessible right away. Businesses cannot afford to hire additional customer service representatives solely to handle the brief inquiries received via chat, phone, or email.

Employers who choose an automatic service desk do so by spending time and money on their personnel. Support teams' low-value duties are automated, allowing them to handle more challenging inquiries. Automating service desks keeps businesses lean and flexible while boosting customer retention and saving support employees hundreds of hours annually.

Stronger Chatbots

There is a reason why chatbots have a poor image. Conversational AI, AI Systems bots, and live chat are all easily confused. Service desk automation includes conversational AI bots that may be embedded in apps, used internally using Microsoft Teams, or placed in any place where support teams communicate.

When onboarding new clients or team members, the best chatbots at automated service desks can instantly match users to the appropriate information in seconds. The team uses conversational AI to search and exchange files and documents, obtain PTO, and perform many other tasks. The more you utilize it, the smarter it becomes!

Less Human Mistakes

Although people are fantastic, making mistakes is not simple. All of us have been there. No matter if they are given the wrong priority or give the wrong client the wrong information, the sheer quantity of tasks and issues might result in errors. More priority requests and incidents can be handled since an automated service desk reduces or eliminates human error.

Automation Ideas For Helpdesks

When that comes to helpdesk automation, where do you begin? When automating your helpdesk, consider these three suggestions:

Automate Systems For Keys

Employees being unable to get the information they need when they need it can be terrible for a business. Employees look up the correct solution across numerous systems for more than 3.6 hours daily. Every company's IT stack contains essential systems. Important data, such as customer or corporate records, can be located via CRMs and specialized databases. Yet, many of these technologies make it challenging to access substantial knowledge and information.

It is dispersed throughout the organization in internal and external systems, documentation, and employee thoughts. With the help of help desk automation, this data may be automatically gathered from many sources and compiled in one location. That results in a lengthy report that requires five hours to complete.

Create A Knowledge Base Powered By AI

An additional initial step toward helpdesk automation is a central knowledge base. That makes it possible to organize and maintain current information for customers and employees. Only self-service is intended for knowledge bases.

The benefits of an AI-powered knowledge repository, when used in conjunction with helpdesk automation, are:

Assists clients in finding solutions.
Anytime, everywhere access to commonly asked questions.
Reduces the overall quantity of support tickets for the company.
Enables support staff to focus more on strategic tasks.

One of the biggest issues with helpdesks is a lack of customer service interaction between customer service employees and other departments. Layered IT support departments may become confused and frustrated due to this. Effective departmental communication is crucial to ensuring all parties are on the same page. Simply said, knowledge with AI & automation capabilities can respond to information requests from clients and staff members considerably more quickly than a normal knowledge database.

Automate Intricate Processes

Certain jobs are a necessary component of broader workflows for an organization. The same procedures rely on numerous team members with the required skills to finish the assignment. The process is how the task moves along. Humans are fallible. If one employee is away, accepts a new position, or retires, a sizable manual workflow could be wrecked. That creates a challenging situation for the remainder of the team and the entire company. Workflow automation is the answer.

Automation can assist in relieving support employees by automating small operations like issuing confirmation emails to approve PTO or huge, complex workflows across large enterprises in highly specialized industries like SaaS, banking, and insurance.

Workflows frequently have numerous steps. There are numerous possible workflows. Whether they are small or complex, these workflows can all be automated. As a result, the stress of attempting to stay on top of every work is removed. Workflow automation can act as a project manager in this situation.

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Automating Your Service Desk In Four Simple Steps

Automated 24/7 Service Desks upgrade old-fashioned helpdesks. Support workers may avoid 90% of repetitive work and inquiries with automated service desks. That involves investing in a chatbot or intercepting emails to offer customized customer responses before they reach an inbox.

Purchase An Email Filter

The deflection is the core of an email interceptor. Support personnel from all organizational levels receive hundreds of emails daily in their inboxes. Who still needs another email, even though you've surely heard the saying "the conversation could be an email"? Employee task switching is reduced, and employees can concentrate on higher-value tasks when they use email less.

An email interceptor automatically answers your emails, which then closes tickets and provides useful information. A customer or employee can receive immediate support from an AI-powered email interceptor.

The email interceptor must be able to search and locate any necessary information. The customer obtains a prompt response due to the ticket being diverted, and the support staff has more time. The ticket will be forwarded to the proper email address if it is more complicated.

Spend Money On An Effective AI Chatbot

The chatbot industry must advance. In certain instances, it has. Older helpdesk chatbots that are available in-app or online can no longer handle the increasing load.

Artificial intelligence (AI) conversational chatbots can enhance your helpdesk or service desk. You may think of an AI chatbot as an addition to your crew. So that your real support team can focus on more technical difficulties, the chatbot can divert Tier 0 or Tier 1 inquiries. Using conversational AI technology, the chatbot functions exactly like a human team member. The bot is always learning and is always aware of the newest and best information.

Microsoft Teams are two of the most popular apps in your tech stack that can leverage AI chatbot technology. Both inside and outside clients can use the bot to assist them in gaining access to crucial information.

Automate Net Promoter Score (NPS) Or Client Satisfaction Survey (CSAT)

Every business must strive for ongoing development and expansion to succeed, including its customer satisfaction strategy. Using service desk automation, you can poll customers and staff to identify problem areas and opportunities. Tracking client responses and requests is important for any company that wants to stay in business.

NPS and CSAT surveys can be used by businesses to automatically collect customer feedback and stop it from turning into a bad review. It may also be employed to gauge consumer loyalty and decide where to invest in your company.

Service desk automation can send automated surveys to internal teams or customers. Automation technology immediately transfers the information into your critical systems after survey respondents submit it. So that they may make better business decisions, support staff can examine consumer data. There is only data, no Excel or Google Sheets.

Plan Your Implementation

Before beginning your service desk automation, we advise you to ascertain what your company needs to automate. As we have observed our consumers do, this is a great beginning step. What are the biggest issues facing your company right now?

Assisting the overworked support staff.
Hundreds of unanswered or delayed support tickets.
Searching inefficiently for information and documents.
Asking the same inquiries repeatedly.

Choose one significant issue for your business and research whether service desk automation might help. You can start implementing a plan as soon as you have recognised the problems. Obtaining backing from senior leaders is a part of this. Once your service desk is automated, the possibilities are endless.

Automate The Assistance Desk

The search for a help desk solution can be challenging. If you're ready to grow your business, if your support team is overworked, if too many chats or emails are reaching every part of your organization, then's platform can be the correct choice.

That isn't your standard help desk software or ticketing system:

You Can Cut Costs And Time

By redirecting 92% of inbound lead queries, Next Move helps organizations save more than 200 hours weekly on labor costs. You may embed it directly onto your website or connect it to the most widely used programmes, like Microsoft Teams. Your systems are securely connected. Whether you require an email interceptor, an excellent knowledge base, a ticket shredder, or an AI-powered chatbot, you can rely upon us to satisfy your requirements.

Expand Your Company

Client support. Companies can save time and money by automating customer care. When a company expands, it must adjust to changing consumer needs.

What Benefit Does Automated Customer Service Have For Businesses?

Three key factors are required to automate Helpdesk Customer Service:

Speed:

Whenever it comes to client services, speed is essential. Consumers anticipate prompt service. If you don't reply to consumers' hectic schedules immediately, you risk receiving negative feedback about your customer service. According to studies, if a consumer has a negative experience, they will switch to a rival.

Convenience:

Consumers anticipate being able to contact their favorite companies via their preferred channel of communication. While some prefer calling the company, others use Facebook Messenger or other social media platforms. Some people use email. They anticipate being able to change channels without repeating themselves.

The customer demand for omnichannel service presents its own particular problems. Support staff cannot simultaneously watch every channel. All channels can be used with automated customer service systems. To ensure that every support representative interacting with a customer has a complete picture, you can link them to your firm's CRM system (Customer Relations Management platform).

Autonomy:

Numerous clients desire your assistance. Many clients would rather handle their difficulties than have them handled by others. Automated customer service enables users to conduct simple tasks independently, cutting out the requirement for a middleman and enabling independent problem-solving. The most effective and quick solution is one that the client can apply on their own.

Even with the greatest human assistance teams in the world, it is not always possible to achieve these standards of speed, ease, and autonomy. Support robotics can help you make sure your clients feel heard without overtaxing your personnel.

What Is Automated Customer Service?

Consider that one of your clients is experiencing an issue with an electronic item they purchased from you. It won't go away. They go to your website first, of course. When customers select "Help," an AI chatbot asks them to detail their issue.

The AI points your consumer towards that article in our Knowledge Base when it recognises the keywords "won't turn on." According to the post, they must ensure they have taken the tab out of the battery slot. When the tab is gone, the gadget will function as it should.

Let's assume that the issue was more severe. Maybe the product your consumer purchased was flawed. No human customer service employees are present, and it is late at night. If the AI chatbot cannot fix the problem, your customer is instructed to contact the support team via email. They receive a prefabricated answer informing them that even a ticket has been opened and that they will hear from someone shortly.

When your team gets back to the office, a support person gets in touch with your customer. For the representative to observe that the customer has finished the fundamental troubleshooting stages, your automated customer care system is coupled with your ticketing system. Without needing to inquire, the salesperson can immediately replace the damaged item.

Which Elements Make Up Automated Customer Support?

Businesses with high customer satisfaction ratings concentrate on two things: proactive support and customer outcomes:

Customer Assistance Used To Be Reactive:

Now it is supportive and proactive. Customers should contact customer assistance if they are having issues. The issue can only be resolved after that. If your business is active, it can address issues before customers become aware.

Imagine a consumer who hasn't checked out after leaving their shopping basket empty for some time. If the basket is abandoned, an automated system that can recognise it and send the consumer an email to inquire if they need any clarifications or help.

The customer is prompted to complete the transaction via your automated system. Because of uncontrollable reasons, their purchase has been delayed. Their system will immediately alert them to the delay and provide them with a way to contact your human support staff. Many customers believe that staying informed is sufficient to prevent annoyance.

Customer Outcomes:

Every client transaction ought to end happily for everyone involved. Happy customers are loyal ones. It has been demonstrated that devoted customers are willing to pay extra for trusted brands.

The most challenging problems may go unnoticed if your support personnel are too busy with routine customer concerns and transferring calls to the relevant departments, the most challenging problems may go unnoticed. Automated customer service avoids these errors and frees your team to concentrate on the results.

Customers can easily fix simple difficulties thanks to your knowledge base. An AI chatbot prioritizes technical difficulties for your tech support staff, and your billing department receives questions regarding billing costs. That enables your employees to concentrate on harder, non-automatable activities.

What Automated Customer Service Techniques Work The Best?

It is impossible to pick any customer support software or set it up. These three actions are necessary to verify that the customer support software has been set up:

Consumers can circumvent your automated system by using an escape hatch. Please provide them a way to contact someone by going around your automated system. Provide a mechanism for them to send an email even though it's after business hours; it will be returned as quickly as possible.
Get opinions. If you don't even know about difficulties, you won't be able to solve them. Every customer care interaction ought to be rated and reviewed by the consumer. Your managers can speak with customers and solicit their opinions. Also, you can take care of any glitches in your business before they worsen.
Examine everything. It includes the information in your Base Of Knowledge and pre-written responses, your phone's menu, the chatbot's reactivity, and much more. Business is fluid, and things change every day. It's possible that your business's automated support does not change with it continually. That can leave your clients in a bind or drive them away in favour of your rivals.

What Customer Service Activities Ought To Be Automated?

Your automated software for customer care constitutes your initial line of defence. What straightforward, high-volume tasks is your support team engaged in?

These tasks could involve:

Help clients by offering a friendly greeting and confirming they've been heard.
Collect consumer information to fill out the following forms (such as account numbers).
Password reset requests are sent to customers.
Checking the customer accounts.
Simple solutions for things that don't function as expected.
Sending tickets to the right representatives in order.

Automating these processes is simple. The appropriate software can execute these duties with ease and integrate into your current processes without any issues.

How Can You Streamline Customer Service While Raising Client Satisfaction?

Finding the areas that need it and selecting the appropriate software are the two crucial stages needed to automate assistance and enjoy the benefits. While determining the areas in need, consider the regions where automation may have the biggest impact. You could think about an IVR system if your phone lines are longer than your inbox. Keep in mind that customers demand omnichannel help. Your online chat feature could not be well-liked since users aren't having a nice time using it.

It is crucial to pick a platform that is very functional and responsive. Remember that your software needs to be adaptable when selecting how to include it in the workflow process at your firm. Consider that your website has an AI chatbot deployed. As clients learn you provide better chat service, your chat lines will expand faster than your phone queues. With an integrated customer support team platform, your personnel can quickly move to the areas with the most demand.