Customers are demanding speedier and more personalized attention than ever, which means that teams are struggling to keep pace with the ever-growing number of requests from customers.

The constant flow of requests is now impossible to manage using spreadsheets or manual procedures. A solution is available for service teams that are able to automate. Let's take a closer review of five ways you can make use of Virtual Help Desk to transform the service desk's operations.

Change the way you manage your Service Desk Operations By Using AI Service Desk

Workflow Management

Automation in workflow management plays crucial function in handling demands efficiently and in a consistent manner. By assigning tasks to the right people at the appropriate time, you can remove the bottlenecks and inefficiencies of your standard processes.

There are numerous ways to improve on the workflow of an organization with automation:

The assignments for smart technicians

SLA driven escalations

Actions that are contingent on the customer's selections

Intelligent routing is a great option to cut down on the work for your service team especially when you have an extensive team. By aligning your escalations to your SLAs it is possible to ensure that the right personnel are assigned to every problem. Agents can solve issues more quickly if they offer more requirements for input from customers. If you're looking for AITSM for a solution, then Aisera can provide the best solution.

Prioritization of Tickets

SLAs are used to set expectations for service between end-users and service providers. To increase customer satisfaction, SLA responses and resolution times are typically based on ticket priority and allow your employees to know precisely how much time is available to answer any requests. It's important to remember that there aren't all tickets the same. For example, a small issue could be a huge problem if it's for a VIP user. Automatic ticket prioritization helps remove the uncertainty of what to work on and when applying a rule-based method to setting the importance of work.

Notifications regarding Service

Making sure that the appropriate people are informed of issues at the right moment and via the appropriate method is crucial to ensure efficient operations management. For smooth operations management, it is important to ensure that the person who owns the service is notified when someone raises concerns with a service. This is not after the person has spent a long time trying to figure out who the service belongs to and the best way to contact them.

Automated notifications send the right information, to the right person, at the right moment. Establish conditions on technician communication to specific types of issues and priority. Automating these communications throughout the service process reduces time spent by staff, ensures transparency in communication and allows to keep up-to-date with the latest information.

Service Reporting

Automated artificial intelligence could help you put service metrics in the spotlight. However you decide to utilize them, you'll need regularly access to thorough insights into the performance of your service desk, for example:

Generate tickets by customer type or specific customer

Close rates for employees as well as close time averages

Tickets per employee by shift or day, month, or other dates

The frequency of issues and ticket classification

These indicators can be used to inform managers automatically of data on performance, so they are aware of the whole team. The templates could be emailed on regularly to keep the most important people on the same page.

Knowledge Base

The knowledge base can be a powerful addition to many service desks since it gives users the power to solve problems on their own. Why should you wait for a technician to contact you to reset your password when you are able to do it online? Perhaps the printer's ink arrived, but you don't know how to open the printer. Do you want to wait for two days for Ian to come on site? You can also watch the video of Ian's visit to your site within two days.

Companies can provide their end-users with answers to frequently asked questions through portals that are branded by the company. These intelligent tools allow the users to tackle issues without the involvement of your staff. This allows your technicians to focus on what they're paid to do.

Your customers aren't the only ones that need to be informed about the information base. It's not a good idea for your customers to try to replace the laser's toner on their own. It's a risky proposition. But your technicians can't be expected to remember the exact steps needed to open the hood of that one printer you purchased in the 1980s from someone who went out of business in the late 90s. Automatic article suggestion using keywords or categories is just as helpful for getting that out-of-print-user guide in front of your techs as it would be to make sure that you have the password reset instructions before your users.

Conclusion

These are just a few of the areas that can be improved with service automation. Make sure that you are aware of the advantages your staff will gain through automation by examining your procedures and determining which areas could be simplified and enhanced.