Time To Switch To Microsoft Teams Based Service Desk

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Time To Switch To Microsoft Teams Based Service Desk
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2020 has been an unforgettable year in more ways than one. An unprecedented pandemic hit the world and started affecting the daily lives of people in a couple of weeks. As people stopped heading out of their homes, businesses started suffering from a lack of demand and reduced manpower. 

While many businesses had to lay off their employees to cut their costs, some of them had to shut their doors for an indefinite period of time. However, this is not true for all organizations, thanks to digitization. 

Unlike the more traditional organizations where there was no scope of working from home, several workplaces started functioning virtually. Thousands of organizations across the world shifted their workplaces on online collaborative platforms. Everyone is aware of the adoption of applications like Zoom, Slack, and Google Meet shooting up to an alarming degree. 

Another prominent player in the world of collaborative platforms has been Microsoft Teams. 

The Rise Of Microsoft Teams

Microsoft Teams has always been a popular and noted online collaborative platform for professionals to collaborate with their colleagues and teams online. However, the COVID situation provided the kind of leverage to the platform that was never seen before. 

According to Microsoft’s Q1 2020 earnings, the number of daily Microsoft Teams users increased from 44 million in March 2020 to a whopping 115 million in October 2020! A report from VentureBeat says that the number of organizations using the platform increased from 50,000 in 2017 to 500,000 in 2020. 

These statistics make it clear that the relevance and prominence of Microsoft Teams increased substantially during the COVID situation. More and more organizations started shifting to the online platform to keep their processes going despite the lack of a dedicated physical workplace. 

There are many reasons for the growing popularity of Microsoft Teams. It provides a holistic virtual platform for organizations for streamlining their business processes and effective communication. 

Right from seamless sharing of files (individually and in dedicated groups) and conducting audio/video meetings to facilitating real-time communication within all levels of an organization, Microsoft Teams makes sure that the absence of physical workspace is never felt in an organization. 

However, the highlight of Microsoft Teams is the AI employee service desk integrated within the platform – helps an organization provide seamless and automated support to their employees in a matter of a few seconds. It is a scalable alternative to the traditional employee service desk that often ended up confusing employees and making them wait for way too long for getting the simplest solutions. 

The Importance Of Microsoft Teams Based Service Desk

Microsoft Teams can be effectively used as an AI service desk with solutions like to provide seamless support to your employees. The use of AI technology makes it possible for employees to get their issues resolved almost immediately. 

If you are planning to make a shift to an AI employee service desk, here are some of the reasons why a Microsoft Teams based service desk is the right choice. 

A Single Integrated Platform 

As opposed to the fragmented support provided by the traditional ITSM and ESM platforms, the AI employee service desk provides you with a single platform for helping employees working in all departments. 

Here, a single unified platform plays the role of an IT service desk, HR help desk, project management platform, Finance service desk, and many more platforms that provide specialized support to your employees. Service desks like make sure that your employees do not have to look for the right solution to their problems on multiple platforms. 

Use Of Conversational AI 

Conversational AI completely changes the approach of employee support provided by an organization. An AI service desk eliminates the need to approach dedicated support agents by making use of virtual assistants. 

These AI chatbots provide a common front-end (L1) support to all your employees, irrespective of the department they work in and the questions they ask. In case your employees need further assistance, the virtual assistant would automatically route their problems to the dedicated experts (L2/L3 support) and act as a point of communication between employees and the experts. 

Invisible Ticketing System 

An AI service desk makes sure that your employees do not have to spend their time and effort in creating and managing their support and request tickets. The entire ticketing process is automated by the service desk, making it invisible to your employees. 

Microlearning System 

If your employees need to learn specific skills to perform their jobs better, the modern service desk can be used for training them as well. By adding relevant training material to your knowledge base, you can allow your employees to get trained in specific skills, all by themselves. 

Allowing your employees to train themselves makes them self-reliant in their work. This increases their motivation to work harder, ultimately leading to an increase in the overall productivity of your organization. 

Optimum Use Of Knowledge Base 

Increased digitization has resulted in the need for utilizing enterprise knowledge in the best way possible. An AI service desk allows you to use knowledge as a service to readily provide personalized solutions to your employees. 

Whenever an employee asks a question or gives a specific command, the service desk scans your knowledge base to extract the specific solution to the problem and providing the same to your employee within a few seconds. 

The Final Word 

Online collaborative platforms have already started becoming relevant in every industry and are definitely here to stay. If you are willing to stay ahead of the curve and in sync with the latest technological trends, you can start by implementing an AI employee service desk. 

The Microsoft Teams based service desk helps you provide easy, quick, and sustainable support to your employees, making their work easier. No matter how trifling or complicated a matter is, your employees can always resort to the service des to obtain satisfactory answers to their questions. Finally, once your employee support is taken care of, you can focus on other pressing issues regarding your business.

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