Improve Customer Support Service By Automating Helpdesk Workflow
Customers interact with companies through helpdesks. Their general satisfaction is dependent on the kind of service they receive. The effectiveness of a helpdesk is determined by its workflow. The workflow will determine how agents can interact with the helpdesk.
What Is A Helpdesk Workflow?
This refers to the general operation of a helpdesk system. For processes to occur smoothly, a series of steps must be executed. When specific conditions are met, and correct steps are taken, a task is achieved.
A helpdesk workflow simply ensures that these processes a reoccurring smoothly. It is an essential tool because it manages helpdesk processes. They can be used to automate recurring operations which will result in better quality services.
Creating Templates For Helpdesk Workflows
Organizations can create templates for workflows. This will help organize the data coming through the helpdesk and will also help agents to respond quickly and accordingly.
For example, an organization can set a template that organizes tickets. This can be based on;
- Priority - Rather than deal with tickets on a first-come, first-served basis, they can be dealt with based on urgency or importance. Tickets marked high, normal, or low can help agents know which tickets to respond to first. This also avoids delays where there is a possible emergency or an urgent situation.
- Status - This will segregate tickets based on their life cycle. Marking tickets as open or closed ensures that agents will only respond to the open ones because the closed tickets have been resolved. This ultimately saves on time.
- Added labels - Adding a label to a ticket allows agents to have more information before they open a ticket. This helps reduce ambiguity and generalization of the issues that come through a helpdesk
Helpdesk workflows should show and define steps in detail from start to finish.
How To Improve Helpdesk Workflow Processes Through Automation?
Managing helpdesk workflow manually is tedious work. It requires a lot of effort from several employees. Such a system is prone to error regardless of how much effort is made the process is also relatively slow which in turn reduces productivity.
Using an automated system greatly improves the productivity of a helpdesk and its general workflow. It generally reduces manmade errors and inconsistencies and gives better customer experiences.
An automated workflow system can;- Automatically assign ticket processes
- Send emails to customers for rating
- Automatically send notifications through various platforms
Benefits Of Helpdesk Workflow Automation
It is essential to automate helpdesk workflow especially when it comes to recurring steps and processes. The benefits of automation are numerous.
1. Cost ReductionAutomated systems often require little human intervention. This, therefore, reduces the cost of labor since the organization will need fewer workers.
It also shortens the time needed to process tickets. This means that the overall cost per ticket will be reduced.
2. Improved Customer SatisfactionCustomers like quick services and of high quality. Having automated workflow systems will ensure this. In general, automated systems have a faster response time and therefore tickets will be resolved and closed much sooner. This creates a pleasant experience for the customers.
3. Fewer ErrorsUnlike human beings, workflows are based on specific, predetermined steps. This means that the system follows a specific template which makes it unlikely to make any errors. The system can perform tasks repeatedly without needing to refresh or take a break.
4. Faster ProcessesAutomation and speed often go hand in hand. A system programmed to operate automatically will produce work quickly because it is following a specific template.
5. Higher ProductivityWhen processes are automated, the systems will generally be more productive. Company agents will spend less time performing tedious and repetitive tasks and instead focus on resolving issues that cannot be resolved automatically.
The combination of human effort and technology allows the focus to be placed where it is most important. The result is that better customer services delivered which has several benefits of its own.
6. Less Support VolumeAutomated processes will respond based on data and specific algorithms to deflect tickets. Unimportant tickets and those with simpler issues will be opened, resolved, closed, and then deflected.
Ultimately, this means that agents will handle fewer tickets and therefore will not be overwhelmed by a huge workload.
Wrapping Up
An automated helpdesk workflow is an essential tool in increasing a company's productivity. Customizing workflow templates allows processes to be specific to customer needs and also reflects the company's brand. Many benefits come with automated helpdesk workflows which enhance customer support systems.