You’re a help desk agent, dancing on sleepless nights and roller coaster rides.
You join before 9 a.m. and stretch after 5 p.m. Throughout the day, you hop on urgent calls, ride through email inboxes, and convenience customers at your lowest. Sometimes, you get the ear-to-ear smiles as you’ve accomplished what you wish, but still be a little skeptical to keep things away from getting bizarre.
Think about it: You’re running a business, and your employees are going through the same. Simply, this distraction will cause your employees’ average performance and a frustrating experience for your customers.
And this is non-negligible. Because, today, 80% of customers emphasize how their experience is equally important as a brand’s products or services are.
Therefore, you absolutely need AI-driven support to enhance your help desk management and calm your mind.
The key to successful help desk management isn’t only how fast and smart you’re resolving issues with simplified processes but also providing a delightful experience for both your internal employees and customers.
So, if you’re ready to turn the table and leverage all benefits, start scrolling and reveal the facts!
What is Help Desk Management & What AI Can Do with It?
Chris' words would be enough to explain what help desk management is. But when this same task is implemented with AI tools, it enables intelligent workflow automation to execute various benefits in a single place, which are likely:
- Fasten prompt responses to your customers so that they don’t hate your service for longer waitings and delayed interactions.
- Remove mundane manual tasks to not only eliminate errors from the process but also improve your customer service agents’ productivity.
- Allow your internal agents to troubleshoot issues remotely while facilitating collaboration to resolve complex issues without jeopardizing the situation.
- Enhance service quality and drive scalability by analyzing customer feedback or their behavior and prioritizing effective customer-centric solutions.
- Most importantly, when automation takes place with AI intelligence, it reduces operational costs and dependency on extensive human-based management.
5 Ways AI Can Support Help Desk Management
Now, let’s peek behind the curtain and spill how you can grasp AI-driven support for smart and super cool help desk management that has already been tried and tested.
Implement 24/7 Chatbot Support
Whenever it comes to help desk support enhancement, the first obvious thing that comes to mind is using an AI-powered chatbot as the most promising communication medium.
For example, when you land on the website of India’s top beauty and fashion brand, Nykaa, a chatbot always stands by to serve you consistently. The benefit? It can attract you with a well-crafted onboarding and product experience.
In fact, a CNBC report states that in upcoming days chatbots will handle 75% to 90% of help desk requests. Why not, especially when there are significant reasons behind it:
- First and foremost, your customers can interact with you beyond 9 to 5, as these chatbots won’t take rest, unlike human beings, and help out in dire need outside normal support hours.
- When working as text to voice generator tools, these chatbots are igniting customer experience by converting written texts into spoken words.
- These chatbots are so intelligent that they continue to learn through training and conversation history, providing smart and personalized recommendations and refining responses based on them.
- And, even these AI chatbots understand user intent, extract relevant information, and do sentiment analysis to drive higher customer engagement and trigger buying psychology.
But remember, despite a handful of benefits, avoiding AI hallucination is a must to save your customers from annoying experiences. And, there you can integrate AI chatbot support with Command AI and feel the differences.
Leverage AI for Efficient Ticket Management
Whether you have an outstanding B2B SaaS brand or B2C brand, traditional ticketing systems can hone you like nightmares as managing hundreds or more tickets with smaller teams isn’t a feasible task.
For instance, you’re registering your baking business with an umbrella market seller like Amazon and targeting door-to-door delivery with their agents. However, if you’ve seen continuous technical glitches while updating your product stocks or customizing prices, you’ll not bear it at all. Right?
The same can go with your customers too, which you must overcome with AI support, as it helps you do
- Automate ticket categorization and prioritization
- Fast track accessing relevant ticket information
- Personalize agent routing
- Smooth ticket assignment
- Forecast ticket raising volume weekly, quarterly, or monthly.
Therefore, you can avoid going back and forth to promptly resolve issues within a promised time frame without beating around the bush. Also, leave no room for harassing your customers or discouraging them for reliability.
Enforce Multilingual Support
Let’s be honest, the same thought goes perfectly when your help desk services are equipped with linguistic barriers that may include different national or regional languages, dialects, or technical jargon.
Isn't it? And, then, your customer service agents encounter hurdles, likely operational inefficiencies and providing misleading information due to miscommunication.
For example, you’re an Indian IT company, having efficient field service automation software and targeting global expansion to boost sales. Now, what if you’re receiving an enormous interest and response but your Indian employees are not sufficient to grab it accordingly?
This is where AI-supported help desk management takes place as one of the most prominent communication channels. Why?
- It can detect and interpret various human languages despite its localities and technical difficulties.
- It can understand the intent and response in languages that your customers prefer.
- It can differentiate cultural nuances to simplify and fine-tune responses as much as it can.
So, when you’ve to deal with a broader audience and diversify customer support at its best, tie your process with AI, allow it to translate text into multiple languages, and break the traditional conversation.
Equip Self-Service Knowledge Base
Implementing AI-powered self-service knowledge-based isn’t less than a blessing as it can easily make the information searchable and accessible to users and reduce ticket volume at the same time.
And, today, 61% of customers demonstrate that self-help customer service would be enough to resolve simple issues. But you must contain enough essential data on your website to make AI work, that can be,
- How-to guides
- FAQ pages
- Product tour
- In-app tutorial
- Toolkits
- Video tutorial
- Informational learning articles
- Webinar with live chat facilities
- And, even DIY guides.
For example, your product is all about leveraging facial recognition API, and your customers query about whether they can customize it to fit their business or how they can do a password reset to save them from data breaches. There, your contribution to a step-by-step knowledge guide on customization and password resetting can help developers understand the process without contacting your supporting staff.
Well, it’s a pretty straightforward repository for information that doesn’t create noise but breaks the code of customers’ rejoice.
Automate Data Mining & Predictive Analysis
By leveraging AI in help desk management, put your brand there out for scrutinized feedback, psychological analysis, and trend adaptation.
Implementing it is undoubtedly a simple yet effective and actionable approach to extracting customer perspectives, data auto segmentation, and making the right replacement or adopting new changes.
For example, by backing quality customer data, you know your customers' demands, their expectations, the reason behind their objections, and satisfaction. Also, by analyzing the same data, you can predict their next step and based on it, you can design organic and paid campaigns, upselling and cross-selling strategies, incentives programs, and more.
Your benefit? Eventually, you can perform better in boosting customer engagement, retaining them, reducing churn rate, and gaining customers’ advocacy without piling up paperwork and misplacing or misinterpreting data.
Improve Help Desk Management with AI & Delight Your Audience
Now, you’ve got the arsenal of AI-driven help desk management to implement it as an integral part of your business. To save your business from cluttered communication, chaotic management, or filthy customer service experience - AI-driven support is an absolute necessity for today and tomorrow.
Well, it’s not rocket science to crack, all you’ll need to do is follow the right path as discussed. After all, it’s in your hands how you build more traction and make your brand reputation more viable.
So, up your sleeve and build an amazing help desk customer service in your users’ tongue that is admired by all!
