Three Signs Your Support Team Needs a Helpdesk

signs a business needs a helpdesk

Among popular support team buzzwords such as automation, live chat, knowledge base, and ticket management, is helpdesk. For most professionals, the term conjures up images of headset-wearing SMEs fielding inbound questions about password resets, health coverage details, and the like.

With that said, let’s pause to make an important distinction. Though it can assist with most of the tasks normally handled by desk agents, the term “helpdesk” in this blog refers to a category of AI-powered software tools.

That’s right, helpdesk tools have been infused with AI, and they’re more powerful than ever. In fact, the biggest beneficiaries of AI and machine learning (ML) tech in the workplace are digital helpdesk solutions, but more on that later.

So who is this tool for?

Support expectations are skyrocketing for both consumers and employees. In fact, by the end of 2020, customer experience (CX) will be the most influential factor in buying decisions. Popularized for providing round-the-clock customer support, helpdesk software is having a profound impact on NPS.

And that’s far from the only reason service desk tools are gaining popularity. Fast turnaround time for internal support requests goes a long way towards a great employee experience. As the spotlight on a healthy corporate culture intensifies, helpdesk software will play a crucial role.

You may be thinking, “That’s great, but how do I determine whether or not my org needs a helpdesk?” As the title of this blog suggests, we’re discussing that below! So without further adieu, check out some common support team symptoms that only a helpdesk can cure.

1. Backlogged or delayed help tickets.

As businesses expand, the number of inbound requests for data and knowledge grows in kind. Without assistance from helpdesk software, service management can only do so much. Bound by the ability to type answers and respond to phone calls, service tickets begin to stack up.

If you’ve noticed that a first response to service tickets takes more than 12 hours (a commonly-accepted average) it’s time to consider a helpdesk tool. While waiting a day or two for help might not sound like a big deal, in theory, the irritation of information bottlenecks can reduce customer satisfaction and employee retention rates over time.

The desk difference:

Plugged into your knowledge base, a digital helpdesk empowers teammates and customers to answer their own questions via an AI-powered chatbot. Through a chat window embedded on your site and favorite communication tools, a helpdesk tool returns instant answers.

With a chatbot providing 24/7 support, ticket resolution time plummets, and both internal and external users can go back to the activities that matter.

For your support team, this means:

  • Less help tickets being created in the first place.
  • More positive internal and external interactions.

2. Answering the same questions over and over.

By necessity, your support staff is an outfit made up of subject matter experts (SMEs). Trained by years of troubleshooting and cross-department collaboration, they’ve become well-versed in nearly every facet of your org.

So, why should they burn hours of their day responding to FAQs? If you find your teammates are regularly spending their precious time answering simple FAQs, we’d recommend taking a closer look at helpdesk software.

The desk difference:

Not only can an AI-powered helpdesk lead users to the information they need via guided conversation technology, machine learning (ML) also enables the chatbot to automatically detect and update your knowledge base when new FAQs crop-up.

In some instances, simply offloading FAQs to a helpdesk tool creates 25% more productive time in your support employees’ workday. And if a question can’t be answered via stored knowledge, human-in-the-loop (HITL) tech reroutes it to a dedicated teammate.

Once the internal SME shares the requested info, ML automatically adds their response to your knowledge base for future inquiries.

For your support team, this means: 

  • FAQs are automatically answered through a user’s preferred communication channel.
  • ML automates knowledge base maintenance with new or modified FAQ responses.

3. Managing multiple sources of information. 

Ah, the dreaded information silo. If you’re unfamiliar, we’ll shed some light on this productivity parasite. See, the typical modern enterprise utilizes 460+ custom applications to function, each one of them packed with crucial data and knowledge. Additionally, these orgs will use countless docs and spreadsheets for further information management.

And each app or file has the potential to become an information silo—constraining the information within the native search tool. If this sounds familiar for your support staff, a helpdesk solution could be in order.

The desk difference:

Modern helpdesk solutions offer application integration and document mining as standard features. This marriage of an AI-enabled chatbot and organizational knowledge creates the lowest barrier to information that’s ever existed.

Through the chat window we alluded to earlier, customers and employees can deploy your chatbot into the apps and docs to find whatever information they might require. In mere seconds, Capacity can navigate CRM, e-commerce, or project management software (among MANY others), and return helpful replies to inbound inquiries.

For your support team, this means:

  • Instant knowledge access across hundreds of apps, docs, and spreadsheets.
  • Reduced workload thanks to a drastically increased ability for users to self-serve.

Artificial intelligence, real benefits.

If this blog hit home for you, you’re not alone. Around the world, companies are figuring out how to adapt to increasing customer and employee experience standards. For many, an AI-powered helpdesk solution is the tip of the support automation spear, deflecting FAQs and minimizing wait times.

If you’d like to see what a helpdesk could do for your org, click the button below for a no-pressure demo.

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