Automation is finding dynamic importance in the IT sector. The industrial sector often needs to re-do the more straightforward tasks multiple times. These simple activities and repetitive tasks can be automated to reduce redundancy and optimize the company’s productivity. Automation is best suited for highly repetitive and predictable tasks.
Automation is a game-changer and is the backbone of the IT sector. It assists businesses in automating end-to-end tasks in a digital environment. This allows the workforce of an organization to use their potential elsewhere and scale new heights. Automation has become an integral tool of the IT service desks and helps companies develop better, faster, and cheaper business techniques for maximum customer satisfaction.
The global IT help desk automation software market is expected to reach USD 11 billion by 2023 at a CAGR of 33 % during the forecast period 2017 -2023. Employing the right help desk automation allows the workforce to concentrate on strategic tasks instead of administrative work. Help desk automation has progressively transformed the customer support operations by lowering repeat calls and emails and accelerating incident closure time, approvals, and resolutions.
Help desk agents can effectively monitor requests/tickets, take up the pending responses in the database, and reduce the redundancy in the system by using the right help desk automation software. Automation reduces the manual effort, besides the asset and support costs. Automation capabilities can transform the customer support service. Here are the 5 Benefits of help desk automation.
Improved User Communication
Often the level of communication between the agents and customers is not satisfactory. A lack of an effective communication strategy brings down the quality of help desk service. While resolving a pending ticket or service requests, the help desk agents neglect customer communication.
Help desk Automation can be deployed to automate standard customer communications. Using this tool, it will be easier for your business to keep the customers informed at all times. This will also allow the support staff to focus on other demanding tasks. Automating the call notification, configurable service level agreements (SLAs) escalation, and call resolution email will ensure that your customers are perpetually engaged with the service’s current status. This makes it easier to meet customer expectations.
Workflow Automation And Faster Response Time
Improving the response time of your help desk can augment the productivity of your service. The faster the agents respond to and resolve issues, the better their business’s customer retention capacity.
Workflow automation and orchestration improve productivity, efficiency, and customer experience. It automates the processes based on workflow rules that are inherent to a company. Automating workflows significantly improves the accuracy, accountability, and job satisfaction of the employees.
Help desk Automation allows business users to design custom automated workflows. Using predetermined capabilities can improve incident response times and problem resolution. Workflow automation has multiple benefits over manual processes. It adheres to policy compliance, reduces approval cycles and manual handling. It improves visibility and employee satisfaction. Workflow Automation also takes care of continual process improvement to reduce the errors in the service desks.
Workflow Automation reduces the errors in the handling of the help desk statistics. The workflow analysis tools like reporting, and dashboards, ensures that the processes run smoothly with minimal human intervention. The help desk agents are relieved from the task of collecting the data manually. Field defaults, required fields, and auto-routing rules ensure that the incidents are reported and handled accurately.
As the mundane and redundant help desk tasks are automated, employees can focus on more challenging tasks. The more tickets they can solve in a single interaction, the faster they will move up the queue. Help desk automation reduces the cost of the highest turnover. This can improve and increase the job satisfaction of the employees.
Ticket resolution time has a direct impact on customer satisfaction. Adopting ticket automation helps the service desk agents to provide faster resolutions. Automation creates and assigns the requests to auto-updating statuses. Workflow Automation can reduce ticket resolution duration and allow you to audit your existing ticket resolution system to check for inefficiencies. Help desk automation ensures that you tighten up the loose ends for better accountability, accuracy, and quality.
Besides improving customer retention capacity, the faster resolution allows users to get back to work faster. This enhances the business’s bottom line and will enable it to scale up the brand’s sales.
Automation functionality of the help desk software allows the agents to create and automate workflows. Workflow Automation helps the team to deal with redundant tasks with minimal human intervention. Help desk automation improves efficiency, reduces errors, increases business productivity, and generates a higher customer satisfaction level. Hence, automation has become the primary driving agent of the help desk.