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Helpdesk Automation for Dummies: What to Include and Why
Emily Randolph
written by
Emily Randolph
last updated
July 21, 2020
Helpdesk Automation for Dummies: What to Include and Why

A hefty 75% of customers believe it takes too long to reach a live agent. That’s a lot of let down customers. But the good news is you can automatically help these customers with helpdesk automation. That way, they don’t have to wait for an agent at all.

Helpdesks are a form of customer service that supports agents and representatives. It allows them to keep track of their support tickets quickly and efficiently. 

Other support systems, like live chat, often don’t have a paper trail. Because a helpdesk works in structured tickets, it can categorize and answer questions more productively.

Helpdesks are built for smaller support teams to serve a large volume of users. Large enterprises usually have internal help desks and eCommerce companies have helpdesks for refunds and other issues. 

Automating this system, or parts of it, will allow these tasks to be even more quick and efficient for customers. It will provide greater accuracy and process flow. 

Things That Should Be Automated

It may be hard to automate everything in the system, but you’ll want to make sure the following are automated. This creates the best experience for users because they are able to get the help they need without being redirected or overwhelmed. 

What can automation do for you? It saves time and money, and is more accurate. Start with the following and get both your users and your company on the path to success.

Answers and Solutions to Give Customers Hope

The most important time for fast support is when a user has a question. Questions come to customers almost automatically when they visit a page, so the answers should be provided automatically as well. Meaning, customers get confused (sometimes even when there is no reason to be) and their questions pop up immediately. That’s where automation comes in.

  • You get speed and availability
  • Less complaints about information
  • And every customer feels their needs are important

An automated helpdesk should have an added layer of helpdesk support, like a knowledge base. A typical helpdesk for an eCommerce store allows customers to fill out a ticket, email or call a rep, and then the rep resolves their issue. This works just fine, but that added layer of support gives the helpdesk a form of automation that quickens the process. 

It could be the make or break for a customer. Without that automation, they may not stick around long enough to get answers.

Automatic answers and solutions won’t lose your audience. 

Routing Tickets

Helpdesk automation should be able to route tickets to the correct locations on its own. Without automation, a ticket may just sit in the queue of an agent until they can route it to the correct location. Automation organizes and places tickets where they need to go from the start. 

Organization is key in customer service, and you don’t want your tickets to just float around until an agent can get to them.

Whether that be connecting a user to an agent (if the problem is more complex) or routing the user to an automatic answer, the system should be able to do so all on its own. Without the automatic routing, there are risks:

  1. You lose tickets. 
  2. If you lose tickets, there will be customers who have unsolved problems. 
  3. With an unsolved problem, a customer will leave or complain.
  4. Complaints cause more problems.
  5. Leaving causes a decrease in sales.

Status Updates

Customers can be notified of updates in their tickets and agents can be notified of the customer responses. All of this can be automated, and you can even customize the notifications to look and feel the way you want.

If your support staff is busier than usual with customer requests, your staff and admin can stay informed. With helpdesk notifications, they will know about any other tickets created, customer replies, staff assignment, and more. 

There are many different notifications you can automate in the system so that your agents can be more productive. For example, your agents can be notified immediately if there has been a change in any of their support tickets. That way, they are able to prioritize and start working on something else instead. You can even use reporting and feedback to help guide what updates need to be sent and where. 

Supporting Features for Helpdesk Automation

Automation is key to running a successful helpdesk system, but you should also consider include the following features. These features will supplement and support the whatever automation is in place. Every piece of the system works together to create the best possible user experience. 

Reporting

Good reporting highlights data trends and communicates important information. Automation improves the accuracy of said reporting, and therefore increases productivity levels. 

With a helpdesk, you can schedule reports on a recurring basis so that they are actionable and manageable with automation. You can put things like sentiment analysis in your reports to understand more about the customer experience, and allow your status updates to automate from the results. 

Feedback Loop

An automated feedback system enables customers to better their own support by asking for periodic feedback. You can prompt feedback when the helpdesk interaction is complete to allow customers to unload their sentiments. 

Feedback responses can trigger automated customer email notifications or internal notifications to your support team. It also blends well with reporting to measure the impact of your efforts. 

Knowledge Base

As far as automation is concerned, a knowledge base is one of the best ways to implement a self-service resource for customers. It holds all the information they might need and therefore automatically provides them with answers. 

In addition, a knowledge base gives employees a common location to find answers for customers who want to talk to them through the helpdesk. 

What Will Helpdesk Automation Do for Your Business?

It will create faster response times. 

Your customers don’t have to wait on agents and your agents don’t have to juggle multiple tasks and customer service requests at once. The answers get there faster whether the problem is complex or not. 

Whether your agents are answering the questions or your helpdesk is automatically providing them, automation allows better time management overall. Customers are being helped faster than ever and their support is more accurate than ever.

It will create higher productivity.

The company’s productivity levels will be much higher, and so your customers will be less angry with wait times. Therefore, the feedback given will be much more accurate. There won’t be anything clouding their judgment. 

It will save money.

Less time equals less money. You don’t need as many agents and you don’t need as many resources. That being said, in this case, less is more. Usually, the more time and money you pour into something, the better it will be. However, automation doesn’t work that way. You get all the benefits with minimal effort.

On top of that, automation is growing exponentially. Investing in one will not only save you money, but may give you the opportunity to increase your profit as well. 

It will strengthen your brand’s communication.

When you have access to feedback and status updates, your company is more aware of what is going on. You can communicate with each other and with customers more easily because of this communal awareness.

A helpdesk is a huge undertaking. Try adding ChipBot as a knowledge base in front of your helpdesk to reduce the incoming common questions.

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