Reducing the need for Service Desk Support using Proactive Interventions, Automation, and Self-Service

A critical customer point of contact that is often overlooked by businesses is the service desk. It plays a pivotal role in driving brand loyalty and customer retention in any organizational framework. The helpdesk support staff is a customer-facing job coupled with a platform underutilized for efficient feedback management. And as your business grows, you are bound to have more customers trying to reach your service desk support. These personnel handling large customer queries often get overwhelmed due to the nitty-gritty involved in it.

When a company deals with IT services, it can get floods of queries, growing customer demands, and critical business issues to resolve. This makes the role of service desks and service operations in support of services even more critical in a live environment. IT service providers need to be more proactive in recording customer issues rather than quickly resolving them. There are engineers at the top level for that purpose. The operational staff of the service should be able to foresee and efficiently respond to customer needs.

As efficient means of minimizing the number of assistance requests, proactive approaches such as trend analysis, preventive measures, and significant issue reviews must be considered. Sadly, IT service providers frequently concentrate on reactive practices and neglect constructive methodology despite their advantages. And this creates a massive gap in customer demand vs. IT service desk support offerings. While it is understood that a proactive approach to IT operations will offer advantages, a few IT service providers favor a reactive approach to help their clients.

There is a myth going around in the market that automation and cloudshoring are mutually exclusive. In some instances, whether corporations are interested in profiting their business depends on investing in technology to automate a process or cloudshoring the job. These are the business that gives up on the forward leap as there are no excuses in the modern world for corporate to miss out on blending automation with cloudshoring in a profitable manner.
While establishing intelligent automation processes, offshore labor continues to be a useful measure for an enterprise looking to save on labor costs. Therefore, it gets possible to achieve lower rates that come with cloudshoring, and even smart automation of long-term cost-saving benefits is an ideal way out.

Looking at the pace with which the industry is growing, it is safe to assume that automation is here to stay. This means that service desk processes need automation to keep businesses up and running with favorable customer reviews.
More than merely enhancing user experience, automation can minimize desk workload and reduce costs by providing direct answers to questions and complaints by decreasing human interaction demand.

Machine Learning and Artificial Intelligence are essential components of the service desk for the time to come. The early success of virtual desks, AI, and other machine learning styles will cater to the work that the Service Desk will eventually demand. The desk staff is still going to have a role. Rather than replacing human representatives, automation frees employees from underworking and enables them to focus on higher-level work and take up value-added roles in the industry. This hybrid approach helps consumers to experience more holistic and detailed technology.

expandFORCE introduces a great way to reduce the need for service desk support as your business grows.


1. Getting a pre-populated Q&A bank on your site

Analyze the call logs to decide which topics are the most common. Please ask and answer these questions and post them anywhere that workers can easily access, like your intranet site.

2. Offering a realistic service time

If you know that it takes an hour to address an issue, do not tell workers to expect a resolution in less time. More calls to the Helpdesk are all required to verify your ticket’s status.

3. Utilize front-end messaging

If you know you have any significant issues affecting your service, have a pre-recorded message greeting callers advising them that you know the problem, working through a solution, and your estimated time of system restoration. Update this if the situation changes.

4. Keeping a helpdesk policy in place

Some Helpdesk workers say that people of their company use their devices to help them. This can lead to workers in the Helpdesk being distracted from solving an organization’s main technical challenges. Have straightforward policies that define the kind of calls your Helpdesk can take.

As costs and other objectives continue to promote these technologies, companies’ automated service design processes should be based on technology users ‘ needs in the first place to bring added value.

With the advancement of virtual support technologies, machine learning solutions become essential agents to encourage IT departments to adopt a more proactive and user-centric approach. AI and machine learning technology can help automatically recognize and fix the problem while also proactively avoiding it. There can be a live-chat service enabled by automation, which can yield a relatively wealthier end-user experience. Users connect in real-time with the desk, and the process feels a lot humanly than logging a ticket and waiting for an answer.

If you are a business looking to automate the Service Desk process, it’s high time you stop thinking and start acting on it.
How about a quick chat with an expandFORCE executive and see if we can help you navigate service desk automation better?

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