In recent years, it has become
common to hear about chatbots and the use of artificial intelligence in help
desk services. Although this type of technology is already a reality in most
companies, it continues the process of digital transformation facing the
economy and supports companies seeking more efficient processes.
The demand for help desk support services
grows faster than staff and budget can keep up. Create a set of problems that
hinder the user experience. Knowing the most common challenges will help
companies tackle them early, work smoothly, and continue to achieve outstanding
levels of customer satisfaction.
One of the main benefits of
investing in new help desk technology is that you can focus on more strategic
issues while the machine is in operations. And this new scenario presents new
challenges.
Challenge 1: Lots of requests and interruptions from multiple channels
IT services are expensive, and
without an efficient process it is difficult to profitably address questions
and tasks without sacrificing quality. This is because the more customer
service focuses on answering the phone, or through an email request, or by
visiting directly, the less they focus on solving the problem.
Calls are especially slow because
the queue fills up quickly and takes time to resolve. This is bad not only for
IT service personnel, but also for users who expect a quick fix. They often
wait in long lines before talking to someone, causing frustration and cracks in
the service experience.
Challenge 2: long resolution times and lost problems
The more technology your business
needs, the greater the need for instant problem solving. This can quickly
become a problem if the service desk handles too many requests and does not
have the necessary communication tools. For example, a TechValidate study found
that up to 43% of IT helpdesks use email to track user requests. If staff
members need to manually sort these requests, productivity is affected.
Without a structured ticket
ingestion process and request tracking tools, IT services miss the opportunity
to identify common problems and ultimately capture data that can help reduce
future resolution times.
Challenge 3: Recurring problems
Directly related to the above
problem is the headache of a recurring unsolved problem. Without good log
management and data analysis tools, helpdesks cannot easily identify system
problems. Instead, company time and resources are wasted researching and solving
the same thing over and over again.
If the team is unable to collect
valuable data, it is difficult to create an appropriate plan to address these
issues and reduce the number of tickets submitted to address common causes of
user-reported issues.
Challenge # 4: Trouble Tracking User Assets
Problems are often associated
with the user's equipment, and solutions must be created by gaining insight
into these assets. This is boring, but the service team can learn how to tackle
specific problems.
For example, if users with the
same assets seek help, experience can help IT departments solve problems by
analyzing service history without having to repeat the entire troubleshooting
process every time. This greatly increases productivity. However, a TechValidate
study shows that 33% of IT helpdesks do not track assets at all. Once tracked,
they are often recorded in outdated spreadsheets and tools, which can generate
unreliable information if not properly curated.
Exercise 5: repetitive and time consuming tasks
There are usually a variety of
frequently asked questions and problems that the help desk must deal with
regularly. This means that it takes a long time to repeat the same process over
and over again. Password resets are the biggest contributors, accounting for
between 20% and 50% of help desk calls.
In many cases, problems addressed
by helpdesks can be solved if end users have access to the correct information
or automated processes. Failure to deploy them greatly reduces the potential of
the department and incurs many unnecessary costs.
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