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Employee experience is a critical component in ensuring that they adapt instantly and smoothly to their new job and company culture. Putting your employees' experiences first is key to focusing on your employee experience. It is evident that having a positive effect on your HR activities increases employee happiness and productivity. According to Forbes, around 92% of HR leaders considered employee experience their top priority in 2021. From the time an employee applies for a job to the time they leave, the employee experience is shaped all along the way. Therefore, it is critical for the HR department to ensure that employees are comfortable in their office environment as soon as they get hired. 

Undoubtedly this new normal of remote work has given much importance to the employee experience. According to Happieo, around 69% of employees who receive a great remote employee onboarding experience remain with a company for at least three years. New employees often come across various technical issues like laptop crashes, password errors, software installation etc. Employees will support agents over phone, mail, or other ways to gain instant support whenever there are technical issues. 

Meanwhile, the support agents have to look into the repeated queries, inform their employees about the issues, update the status of their complaints and how near they are to resolving them. This often causes a delay in employee productivity and becomes a hurdle for the support agents. That's where an invisible ticketing system comes into play. 

Before we move into the invisible ticketing system, let's understand why traditional ticketing systems are no longer relevant in 2022 and beyond. 

Issues With Traditional Ticketing System

A ticketing system can help you resolve your most significant employee and customer service issues because it's more effective than email support, automates support processes, and makes your support team more productive. Unfortunately, most traditional ticketing systems often fall short of these promises because they aren't equipped to handle the changing digital landscape of a forward-thinking organization. 

Employees have to learn new processes in a remote work environment, including adjusting to time and team dynamics. There's a lot to learn! In a remote work environment, employees will encounter diverse internal and external issues related to IT, equipment, and inability to access documents like revised company policies, etc. Employees spend most of their time on these issues that might seem trivial, but they spend a lot of time trying to find the right information to resolve these problems. According to a report by McKinsey, employees spend up to 1.8 hours daily searching for information. It will adversely affect employee experience and negatively influence business productivity. 

Today's employees want quick support, and traditional ticketing systems can hinder them. The traditional gathering of relevant information often involves switching between tabs or screens. All this wastes employees time and resources with ineffective techniques, and senior representatives might have to assign tickets to agents manually. In a traditional service desk and ticketing system, the agents are often more favoured than the employees. It requires employees to create a ticket for a problem they face and approach a senior/agent to resolve it. Typically, in such situations, the support is disconnected and delayed. To receive updates on their support tickets, they must regularly check their email and portal notifications. In such cases, employees notify their IT desk support team directly. In turn, employees are unable to resolve issues when this occurs, affecting the company's productivity. 

Thus, it is no longer possible for remote employees to benefit from traditional ticketing systems. An organization's employee support is hindered by the lack of a personal touch and the absence of team members on-premise. When employees encounter a negative experience throughout their journey, they are less likely to retain and retain employees, ultimately costing their organizations time and money. Therefore, organizations need a better support system to reduce confusion for their employees- there comes Rezolve.ai's invisible ticketing system. 

What is an Invisible Ticketing System?

For the last two decades, the corporate world has told employees to create tickets in the ticketing system. It seems that employees do not want to use a ticketing system to register complaints, and they prefer to send emails or phone calls to register complaints. Undeniably, 80% of tickets were created by agents on behalf of employees. It is true that, employees do not need to know what a ticketing system is. Traditionally, ticketing systems were always designed with agents in mind. 

It's essential to provide employees with services quickly without making them jump through hoops. The experience should be as frictionless as possible, and assistance should be available within seconds. We are now able to achieve this with Rezolve.ai's invisible ticketing system. At Rezolve.ai, we recognized that employees didn't want a ticketing system but needed a better system that is invisible. 

Rezolve.ai’s conversational AI interface lets employees create tickets, find out the status of their tickets, and have a conversation with an agent as well. Besides sending updates about the ticket, it also gets notified of what is happening with tickets in MS Teams and Slacks, making it unique from traditional ticketing systems. When the issue is resolved, the ticket will be closed, and the employee will get an update. There is no need for employees to work on ticketing systems anymore. 

How Invisible Ticketing System helps in boosting employee experience?

Since working from home is becoming more popular, it becomes essential that companies to focus more on employee support and experience. Utilizing Rezolve.ai's invisible ticketing system, you can provide a simple and streamlined employee experience to your remote employees. 

1. Streamlining the resolution of issues
   
   With an invisible ticketing system, your employees can create, track, and close support tickets more easily. Its key characteristic is the fact that it does not require your employees to have any knowledge of the conventional ticketing process. With this tool, it's possible for them to request support without looking for specific channels or platforms manually.
   
   Read More: Automation systems in the service desk industry offer many benefits
   
   
2. Conversational AI for seamless knowledge management
   
   Using conversational AI and an invisible ticketing system, a service desk can help automate knowledge management and facilitate seamless customer service. Employees can communicate with AI chatbots throughout the process. When your employees ask a question of a chatbot, it scans your knowledge base to provide them with personalized advice.
   
   Relevant Article: How Knowledge Management helps to boost employee experience?
   
   
3. Provide employee-friendly support
   
   Traditional ticketing was designed to benefit the help desk agents, while the invisible ticket system is also designed to benefit your employees. Automatic resolution of issues prevents your employees from needing personalized help from anyone else.
   
   
4. Agents face less burden
   
   Invisible ticketing helps your employees, as well as your agents, deal with the cases in a more streamlined manner. AI-powered chatbots automate the direct support provided to your employees through modern service desks. However, many cases get filtered out before they reach agents. By reducing the workload of your help desk agents, you give them more time to focus on every case with precision and tailor adequate support to the needs and preferences of your employees.
   
   
5. Process Automation
   
   The routine process of resetting employees' passwords, installing software, or accessing company documents is critical to the onboarding of remote employees. Using an invisible ticketing system, your employees can automate such repetitive tasks on their own. Your employees can change their passwords or reset them using simple commands given to the chatbots without the need for IT assistance. Thus, IT employees will not be taking up their time and energy performing repetitive tasks.
   
   

Want to know more about Rezolve.ai’s invisible ticketing system?