How 'Teamsification' Of Your Service Desk Can Bring Quick Wins To Your Organization
In 2021, digitization has seeped into every industry, with organizations across the board automating their processes. Today, it is nearly impossible to undertake all processes using a traditional approach. Your employees need digital platforms to save them time and effort, thereby increasing their productivity.
Like human beings, digital platforms are required to multitask to provide an organization with the best results. When it comes to providing seamless support to your employees, you cannot continue with the traditional fragmented approach. To provide personalized and effective employee support, you need a service desk whose functionality is not limited to providing answers to the questions asked by your employees. This is why you need to teamsify your service desks.
What Is Teamsification Of Service Desks?
Teamsification of the service desk is an approach where a single service desk can be used to serve a range of purposes. A teamsified service desk would provide solutions to your employees’ issues and help your HR managers onboard new employees, automate repetitive processes, manage incidents, and undertake an array of other processes.
Teamsification of a service desk allows your employees to obtain single-window support from a platform for carrying out multiple processes. This helps your employees and managers resort to a single integrated platform without having to look for the right tools.
Before understanding the importance of a teamsified service desk, let us understand the challenges it helps you resolve.
Challenges Tackled By Teamsification Of A Service Desk
- Lack Of Personalized Support
The traditional service desks provide employee support that is more or less generic. Instead of understanding the context of the issues faced by the employees, they often provided template solutions to specific problems. This left the employees’ questions unanswered, and investing in the service desk went in vain.
- Complicated Ticketing System
The users of traditional service desks often struggle with creating and tracking support tickets. The traditional ticketing system is not suitable for employees who are not well-versed in using such software platforms. This results in the non-technical employees getting confused and resorting to the basic channels of obtaining support.
- Limitation To ITSM And HR Helpdesk
Traditionally, an organization was required to implement IT service desks and HR helpdesks separately for dedicated purposes. Also, employee support was often limited to these two departments. Employees working in other departments had to struggle to obtain streamlined support.
- Insufficient Knowledge Management
The traditional employee service desks rarely optimized the enterprise knowledge base. Employees struggled to obtain quick and efficient support when all the cases were routed to the support agents, making them overburdened with requests. This often disrupted the flow of support provided to the employees, leading to decreased productivity and engagement.
The Benefits Of Teamsifying Your Service Desk
Teamsification of your service desk allows you to overcome all the challenges discussed above (and many more). It provides you with a plethora of tools and features under the umbrella of a single unified platform.
Here are some of the key benefits you can avail of by teamsifying your service desk:
- An Integrated Approach To Employee Support
A Teamsified service desk helps you overcome the fragmented approach of traditional service desks. It provides you with the functionality of an IT service desk, HR helpdesk, Marketing helpdesk, Finance helpdesk, project management tool, and much more. This makes it possible for all employees of your organization to obtain support, irrespective of their departments.
- Quick And Automated Password Resets
The majority of IT helpdesk issues revolve around changing and resetting passwords. Traditionally, the IT department within an organization would have to reset passwords for different employees manually. This took up a major chunk of the IT employees’ time that could have been utilized productively.
Teamsification of your service desk helps you in automating the process of resetting the passwords of your employees. It allows your employees to give a command simply by chatting with the service desk to get their password reset. This initiate trigger that connects the request to the back-end, authenticates the identity of the concerned employee, and allows them to reset their password within a few seconds.
This allows your IT department to save their time and effort in resetting the passwords manually and focusing their attention on the more pressing issues.
- Using Conversational AI To Provide Employee Support
A teamsified service desk makes use of AI to provide quick and personalized support to your employees. The use of conversational AI helps your employees interact with AI chatbots instead of approaching support agents to resolve their issues. This provides your employees with the benefits of having human-like conversations with a machine that understands the context of their issues.
A teamsified service desk will have the chatbots assist your employees from the moment they log into the platform until they have their issue resolved. Unlike the traditional service desks, these platforms do not have support agents handling the first level of support. Instead, the employees can chat with the chatbots, making the virtual assistants scan your knowledge base to provide them with a suitable solution. This helps your employees obtain quick and effective solutions to their problems within a few seconds. In most cases, chatbots can solve employee issues at this stage of support. However, if your employees need support from a dedicated support agent, they can send a message to get their case routed to a suitable agent. The AI chatbots would immediately send the case and all relevant information to the concerned agent, who would look into the matter and provide a holistic solution to their problem.
All this while, the chatbots act as a connecting link between your employees and the support agents. This helps you automate your support processes and provide complete assistance to your employees by letting them auto-resolve their issues.
Read More: How AI-powered virtual assistants can answer employee questions in 15 seconds
- Automated Ticketing System
Teamsification of your service desk allows you to make the ticketing system invisible to your employees by automating the entire process. It relieves your employees from making any effort to create, track, and close their support tickets. All they need to do is initiate a chat with the chatbots and get their tickets created automatically.
When your employees ask their cases to be routed to a support agent, the chatbots automatically create a ticket for the concerned case and send the same to the agent. The service desk makes sure that your employees get all updates about the status of their tickets in real-time. Once the agent comes up with a solution, the same is communicated to your employees through the chatbots, and the ticket is finally closed.
All this while, your employees can stay relaxed and wait for them issues to get resolved as soon as possible. Instead of finding a ticketing platform and struggling with using the same, a teamsified service desk would help your employees obtain personalized assistance with utmost ease and efficiency.
- Streamlined Onboarding Of Employees
Apart from an automated ticketing system and personalized resolution of problems, a teamsified employee service desk also allows HR managers to onboard employees effectively.
The service desk makes the onboarding process automated and personalized by sending the new employees a personalized email as soon as they join the organization. By selecting the right user persona, you can provide your new employees with information such as their login credentials, company policy, details about their job, details about their team members, and much more without any human effort.
This approach is effective, especially when onboarding remote employees, as the service desk ensures smooth and targeted onboarding without any physical interaction.
- Automated Employee Surveys
If you are willing to obtain feedback for your services from your employees, a teamsified service desk helps you in doing so to assess their engagement within your organization. You can set the frequency of responses you need from your employees (weekly/monthly/quarterly/annually) and personalize the questions based on the employee, location, and department. This helps you understand the collective pulse of the employees working in your organization, allowing management to take important HR decisions.
- Seamless Employee Training
A teamsified service desk also helps you in getting your employees trained in specific micro-skills. By adding all necessary training resources to your enterprise knowledge base, you can have your employees access the same and train themselves remotely. Further, you can make the training content engaging by adding videos, animations, pictures, and milestones. As your employees train themselves using these service desks, it boosts their confidence and helps you save the cost of hiring dedicated trainers.
The Final Words
These were some of the quick wins that can be brought to your organization through teamsification of your service desk. Leveraging your service desk helps you make work easier for your employees and provide them with seamless 2support.