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10 Powerful Helpdesk Automation Functionalities

  • Sweta Chakraborty
  • 18 October 2021

https://www.c-zentrix.com/blog/10-powerful-helpdesk-automation-functionalities

helpdesk automation bot vector

A helpdesk is the critical interface of an organisation that sorts out customer concerns and respond to the customer in a timely manner to ensure customer satisfaction. A helpdesk lets the service agents to offer the ideal experience to their customers.

Helpdesk CRM or Service CRM is an integral part of Helpdesk. It not only eases the way you offer customer service but also relaxes your agents from repetitive tasks. Helpdesk CRMs are an essential aspect of providing prime customer service consistently. 

Efficient communication is critical to providing superior customer service. Knowing the context of every conversation, no matter when they are picked up, ensures efficient workability. Helpdesk CRM corroborate to streamline your ticketing process, enable appropriate agent assigning, and smoothen your operations.

Currently, automation is taking over most spheres of customer service. When Helpdesk CRMs got integrated with automation, offering better service became much easier for most businesses. Today, we discuss how automated helpdesk tools have enhanced the working pace and enabled companies to provide better customer support. 

 

1. Automate Onboarding: 

Customers may use different touchpoints to reach to Helpdesk. Automating this experience can reduce the wait time for the customer. Helpdesk automation can be swiftly handled by a chatbot or a voicebot. It can be also handled by a questionnaire or onboarding form to understand the client's psyche to pilot them towards the right channel seamlessly. Workflow automation with guiding prompts can lead the client efficiently. This can enhance the user's experience while also enforcing standardization. 

 

2. Dynamic Knowledge Base: 

Knowledge management is vital for conserving your business. Traditional knowledge bases are often passive and cater to a generic clientele. Automated knowledge bases are more dynamic and keep learning with every interaction. Automated knowledge bases can keep improving its information by consistently considering changing variables. Its decision-tree like algorithm will evaluate, learn, and evolve, making the information more current and accurate. 

 

3. Routing to the Right Agent: 

Assigning the ticket to the wrong department, detecting this error, re-assigning it to the correct department and, finally resolving the issue: the entire ordeal is time-wise taxing and tests the customer's patience. Instead, through objective information management, a series of recorded, product-prompted questions can give insight into which department the problem needs to be assigned. Then the program will automatically route it to the right agent. It leaves no room for human error while reducing agent-labor and increasing efficiency. 

 

4. Closing Dead Tickets: 

A profitable business is frequently in touch with its customer statistics and data. Some tickets take longer than others to resolve. However, tickets left open due to a dormant customer will also be measured in or influence this metric. Having a dedicated service desk software that closes tickets if a customer is inactive for a specific timeframe can help provide more accurate customer statistics data.

 

5. Escalation of Major Incidents: 

Most brands do not offer round the clock services. Traditionally on holidays and weekends, agents aren't present to monitor the systems or tickets. Significant issues and incidents must escalate to the right people when resolution cannot wait for regular working days. Embracing helpdesk automation will ensure cost-efficient monitoring and streamlining of data round the clock.

 

6. Team Metrics: 

Every business operation are spread across several teams. Individually micro-managing each unit requires a larger task force, which increases operational costs. Instead, having a holistic view of the entire taskforce segmented under one dashboard can make the managerial task easier and cost-effective. 

Metrics like MTTR, first call resolution rate, tickets generated per day or per month, lost business hours and more can be determined and investigated quickly. Automated helpdesks will always gauge key variables to update team performance metrics, regularly keeping the team updated on their performance. Often these dashboards are controlled by managers but are visible to team members to assess and improve. 

7 Key metrics that bring visibility

Source: Solarwinds

7. Agent Assistant: 

Performing many mundane tasks every day, negatively impacts the competent employees. Automated helpdesks reduce repetitive tasks, freeing the help desk team to deal with more challenging matters. Agent assistant helps the agent quickly resolve the usual query by providing automated response. For complex queries, the assistant can guide the agent to the probable resolutions by learning from the previous resolutions.

 

8. Improved Updates: 

Most customers feel anxious and frustrated when they do not know their ticket status or how long till the resolution is met. Keeping a user in the dark is extremely unprofessional, making the user realize exactly how powerless they are when a problem arises. These are solid reasons for a user to switch brands or services. 

Helpdesk automation eradicates this issue by automatically sending timely updates based on pre-determined variables. This gives the user some reassurance while also giving them some control as the process is also transparent. 

 

9. Changing Verified Customer Information: 

Post-KYC, the customer's information gets concretely embedded in the company's system. This information is critical to enable any purchase order and avoid any legal issues. However, customers sometimes like the opportunity to change their legal information in-case of an address change, email update, or lost phone number. The process of changing such vital customer data always involves rigorous calls to customer support, mindless jumping from agent-to-agent, multiple form-filling, and requests getting overlooked for complications. 

Helpdesk automation can smoothen this issue relentlessly. Customers can log in to their user-profiles and edit their vital information. However, it is essential to verify that this information comes from the registered user and not some fraud. Therefore, two-step verifications can be set up, which will exclusively identify the customer and record the necessary changes. This information is automatically updated on the backend, along with the time-stamp of update and the reason behind it. It further helps the agents be readily informed with the current customer info at the time of interaction.  

 

10. Regular Customer Feedback: 

Customer feedback equals a customer's perspective on a product or service. To keep up with the growing market and competition, understanding the customer's perspective is extremely important. The best way to ensure a constant collection of customer feedback is by making the system automated. Tools provided by the software can make it extremely easy to collect timely customer feedback and access it when it's needed to measure quality and performance. 

 

Conclusion:

Offering around the clock customer service can be too costly. Your business will require double shifts to ensure complete coverage. However, such operational costs can be avoided without having to compromise the quality of your customer support. Helpdesk automation can lead your business to newer heights where your customer service is tailored, and your workforce is efficient. 

 



Author Bio:  Sweta is a passionate technical writer with experience in digital marketing. Outside work, she is a devoted Esports advocate.



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