Customers demand speedier and more personal attention than they have ever had before, which leaves teams struggling to keep up with the ever-increasing number of customer needs.
There is no longer a need for spreadsheets or other manual processes deal with the constant inflow of requests. Service teams have one solution: automation. We'll look at five ways to utilize Next-gen ITSM to improve your service desk's processes.
Automating workflow management is an an important aspect of handling requests efficiently and consistently. When you assign tasks to the most appropriate individuals at the appropriate moment, you can eliminate obstacles and inefficiencies from your routine processes.
Automation can improve the workflow of an organization in many ways.
Intelligent technician tasks
SLA driven escalations
Conditional actions based on customer preferences
Intelligent routing is an excellent option to cut down on the work for your service teams especially when you have many employees. By coordinating your escalations around your SLAs and SLAs, you can make sure that the appropriate individuals are involved in each issue. By offering more conditional choices to customers your employees can access the data they require to solve the issue quickly. If you are looking for AI-powered service desk, then Aisera can provide the best solution.
Prioritization of Tickets
SLAs serve to define expectations regarding service between service providers and end-users. SLAs can be used to increase customer satisfaction. They can be set according to the priority of a ticket. This allows technicians to determine how much time they will need to spend on the inquiries that come in. It is important to understand that there aren't all tickets created equal. A small issue might become a big issue if it's the VIP customer. Automated ticket priority eliminates confusion on which tickets should be prioritized and when to do it.
Notifications about Service
For smooth operations management It is essential to ensure that the appropriate people are informed of problems through the right channels at the appropriate moment. To ensure smooth operations management, it is important that the service owner be informed when someone has a problem with a service. Not after someone has spent hours trying to figure out who the service belongs to and how they can be reached.
Automated notifications send the right information, to the right person at the right time. Establish conditions on technician communication to specific types of issues and priority. The communication can be automated throughout the service process to reduce time for staff and ensure that communication is transparent.
Automated AI could assist you in putting service metrics at the forefront of your business. Whatever you decide to use them for they are essential to have regular access to comprehensive information about your service desk's performance, such as:
Generation of tickets based on customer type and by a specific customer
Close rates for employees and closing time averages
Tickets for employees by shift or date, time, month, or any other other number
Ticket categorization and issue frequency
Reports that are scheduled about these metrics can automatically inform managers about information about performance so that they can have control over the entire team. These templates can be sent out on periodic basis to keep important individuals informed.
The knowledge base is a powerful addition to many service desks as it provides users the power to solve problems on their own. Why should you wait for a technician to contact you to reset a password when you are able to do it online? Or maybe that printer ink arrived, but you don't know how to open the printer. Are you willing to patiently wait for Ian to arrive? You could also view the video of Ian's visit to your site in just two days.
Companies can provide their end-users with access to frequently-asked questions on company-branded portals. These sophisticated tools let the users to tackle issues without the involvement of your employees. This allows your employees to focus on the tasks they're paid to do.
Your end users are not the only ones that need to be aware of the knowledge base. It's not a good idea for your users to attempt to replace the laser's toner by themselves. This could be dangerous. Your technicians won't recall how to access the inside of the printer that you bought in the 80s from a vendor who shut down in the late 1990s. Automated article suggestions that are based on keywords and categories are just as useful for finding that out-of-print user's guide to your technicians than it is to find instructions on how to reset your password into the hands of your users.
These areas are only some of the areas that can be improved through effective service automation. Make sure you fully understand all of the benefits your staff will gain through automation by examining your processes and identifying what areas could be simplified and improved.