Implementing Helpdesk automation to ensure timely and dependable services for your customers is paramount. This approach in your service desk workflow provides your business with the capability to achieve this efficiently.
Helpdesk AI is designed to offer faster services and reduce the workload of your customer service agents so they can concentrate on difficult tasks.
A research paper released by Forrester reports that strategically pairing the strength of AI with your agents will result in increased employee satisfaction.
This proves that integrating service desk automation leads to the contentment of both your customers and staff.
So, read this article to learn more about –
Also, please take a look at this post about Helpdesk metrics that every business owner should be aware of to improve their performance.
Benefits of Automating Service Desk Workflow
1) Faster Response Time
ToisterSolution says that 88% of users expect to get a response within a minute of asking a query. It will be difficult to achieve with just human agents because there are only a finite number of customers your staff can handle.
However, to the AI helpdesk, it does not matter the number of customers as long as the infrastructure is right it will respond within seconds.
2) Accurate Automatic Reporting
In the manual process, the employee has to refer to the data and create a report. Once in a while, you will most probably find some errors in the records which leads to more work.
That is where the AI-enabled helpdesk would be of great service.
- They improve the workflow by avoiding any human errors and inconsistency in the data.
- You can also save time with automatic reports generated in real-time.
- It will assist you in handling any incident properly.
- With accurate information, you can understand where and what is lacking in your workflow and plan improvements.
3) Increase in Productivity
Usually, every business has some common tasks that need to be done every day like resolving certain common issues most of the customers face.
However, almost 40% of user support leaders feel that managing repetitive tasks hurts the CSAT score.
So, the automation system must be used to take care of common issues. The AI service desk design focuses on taking care of those repetitive tasks.
4) Save Money
In automated service desk workflow, you just have to invest in the infrastructure and software. Once it is set up, the system gets the work done without costing any money.
Artificial Intelligence With The Human Touch report by Forrester states that nearly half of the managing team (i.e., 41%) acknowledge that using AI decreases customer service costs.
5) Improved Customer Experience
Across customer service scenarios, the decision makers who have paired AI solutions with human agents reveal that there is an increase in –
- User satisfaction – 61%
- Digital experience – 60%
- Customer retention and lifetime value – 59%
- Delivering personalized experience – 42%
The automation desk services handle simple requests efficiently without any mistakes by 56%.
These statistics are enough to prove that if utilized correctly, an AI-enabled helpdesk can improve the consumer experience.
Also, read – Automated Ticket Resolution Importance in Customer Service
What Features Should an AI Helpdesk Have?
There are many Helpdesk software out there that come with various features, but you need to look for the right one that fits your enterprise needs. We will list the basic services that an automated helpdesk must have.
- Support Ticket Handling,
- Agent Testing and Training,
- Knowledgebase,
- Mobility,
- Integrations,
- AI-drafted Responses,
- Live/ Chat Support,
- SMS and Phone Support,
- Reporting and Analytics.
How to Choose Automation Desk Services For Your Business
1) Consider Cost
Define how much you want to spend on the service desk AI software by considering your company’s growth and budget.
In case your company is increasing the number of products, then you need to analyze the support you may require and choose the software that presents all the necessary features at an affordable price.
2) Quality of Automation Software
Spending money on an AI that has all the features but does not work well and has lots of bugs or errors will lose your customers. That is why it is crucial to employ the one that offers quality services.
It is best to choose the one that has experience in providing helpdesk services for a certain period like Saufter.io
3) Scalability
If you are thinking of expanding your business, then you need to choose the software based on your requirements for future use. The AI should be able to handle those needs without damaging ROI and your business performance.
4) Ability to Integrate other Apps
Most of the time, there is a need to integrate other applications into your program as no software can include all the facilities essential to running an organization.
The integration feature enables you to add more features to your business like increasing endpoints, deploying models, adding social media, etc.
Also, read – Best Shopify Marketing Automation Apps
5) Easy to Use
If the helpdesk automation application is difficult to navigate, it will be tough to give your clients faster and more efficient responses. Therefore, test the software before buying it.
Almost all AI service providers grant a trial or free version of the software. So, install it and check its functionalities before employing it.
Saufter.io– The Best Email Campaign Automation Software
Saufter is a customer engagement & email marketing platform that automatically studies your user behavior on your portal/website and their journey stages to make campaign-related recommendations.
For example, it will recommend a how to article for a feature they have not used. You receive fully drafted email & in-app campaigns every week and you simply have to approve the campaign.
Moreover, it crawls your competitors and suggests content campaigns based on their most recent blogs.
Key Features-
- Automate segmenting of users into cohorts based on behavior
- Automate email campaign suggestions to improve conversion & prevent churn
- Automate SEO campaign suggestions
- Automate conversion and churn prediction
Conclusion
To stay competitive in today’s fast-paced business environment, implementing helpdesk automation is essential for delivering efficient and effective services. Automation allows your team to focus on more complex tasks while ensuring that routine inquiries are handled promptly and accurately.
By streamlining processes, improving response times, and enhancing customer satisfaction, helpdesk automation can significantly boost the performance of your support team. Ultimately, the goal is not to replace human agents but to empower them with tools that help them serve customers better and more efficiently.
