About 75% of companies plan to invest in automation technologies such as Artificial Intelligence and Process Automation when it comes to technical support teams.
That is just a start, you might lose yourself in an attempt to chase the pace of the innovative ideas growing around the technical support.
Because, obviously, this is an age that shows all the signs of robust obsession with experimenting.
And if you fail to keep up with the evolutions, I am sorry but you are losing it!
But fear not, for we’re with thee.
Never forget that there is a friendly neighbourhood solution called helpdesk support outsourcing.
We have clustered up 10 innovative ideas for technical support you to look out for while rewiring your systems, continue skimming through the article, for your sake, please.
- Revamp Your Onboarding
- Get a Grip on Knowledge Management
- Reset, Unlock, Sign Out, Repeat!
- Automated Answers and Solutions Won’t Hurt
- Let Things be Handled by the Right Hands
- Enhance the Frequency of Your Status Updates
- Escalate Complex Issues
- Keep Track of Productivity
- Put an End Card to the Tickets
- Feedback Speaks a Lot
1. Revamp Your Onboarding
Understanding your goal is necessary before you can overcome your onboarding challenge. You should be aware of the distinctions between setup and onboarding because they are two distinct procedures.
But with the correct self-service technology, you can automate both. For instance, using straightforward drag-and-drop functionality, applications that provide simple process templates can assist you in orchestrating and automating.
By improving the user experience across all devices around technical support, knowledge workflows, for instance, can promote uniformity. This can assist:
- Reduce the delivery time
- With role-based bundles, complexity can be reduced.
- Lower support and asset costs
- Make sure the control goals are attained
2. Get a Grip on Knowledge Management
Knowledge management is essential for service desk automation.
Knowledge management enables everything to become more structured, organized, and standardized, from simple chores to complicated procedures.
Use tools that enable you to make knowledge more engaging and interactive in order to go beyond what a conventional knowledge base allows.
Knowledge will be more dynamic and can take into consideration a variety of criteria, including who is requesting help and even what device they are requesting help for, with the help of a tool that can create decision trees with automated workflows.
And reportedly, a significant proportion of customers prefer knowledge bases over all other self-service channels.
3. Reset, Unlock, Sign Out, Repeat!
Nowadays, almost everything requires a password to access, and individuals frequently forget their passwords. As previously mentioned, end customers can do the necessary steps to recover their password without clogging the service desk by using automated workflows powered by knowledge.
This would enable your users to fix their own problems using automated knowledge-based processes supplied through a responsive portal, drastically reducing level 1 tickets and increasing user happiness.
By storing all employee credentials in one place that can be accessed with only one master password, password managers can also assist reduce the workload support staff must bear, as technical support is not a department that can be taken lightly.
This is where Virtual Machines (VM) and Virtual Desktop Infrastructure (VDI) enter the show!
4. Automated Answers and Solutions Won’t Hurt
Once more, appropriately utilizing knowledge management is the key.
Think about a worker who wants to install a program on their company computer. If the employee asks for the relevant software from the service catalog, there may already be a procedure in place that enables the employee to start the installation.
Instead, the employee chooses to get in touch with the service desk, where they will unavoidably be instructed to use the service catalog by a service desk representative.
Even while it might not seem like a single request would have much of an impact on productivity, it diverts IT’s attention. Additionally, these “small” interruptions have a tendency to occur frequently.
Employees can ask inquiries and receive responses without disrupting service desk workers by using the right self-service automation tools.
Without using the service desk at all, knowledge workflows can be simply integrated into self-service portals, applications, community platforms, and chatbots.
5. Let Things be Handled by the Right Hands
How often are tickets sent to the wrong IT personnel? How much time do employees spend each day triaging new tickets? This is a waste of time for support teams and negatively impacts the customer experience.
Work with an IT service management platform with built-in features that automate the process of getting issues to the right departments from the get-go.
Some of these features may include creating personalized dashboards and rules that automate an entire ticket flow which will eventually streamline the cycle of technical support.
6. Enhance the Frequency of Your Status Updates
Not knowing the status of their issue or how long it will take to be fixed is one thing that most end consumers find frustrating. You can set up guidelines for giving timely updates to your clients about the status of their tickets or requests using several automated tools.
You can lower the number of inquiries the support desk receives by keeping your consumers informed. This can be done by simply setting the timer in any one of the tools of your technical support team.
You can set up automated warnings that will escalate to the highest priority status if a ticket resolution falls short of your service-level agreement (SLA), ensuring that nothing slips through the cracks.
7. Escalate Complex Issues
While some firms do offer 24/7 support teams, the majority do not.
Typically, nobody is actively keeping track of system issues or tickets at certain hours in the evening and on weekends.
In this situation, having an automatic system that elevates serious problems and occurrences to the appropriate parties when a solution cannot wait for regular business hours is crucial.
8. Keep Track of Productivity
Consider a comprehensive assessment of your team’s performance rather than manually collecting metrics. You might automate the gathering of the following datasets, for instance:
- Rate of first-contact resolution
- Number of monthly or weekly tickets logged
- The number of service requests that are logged monthly or weekly.
- Percentage of escalated cases with a problem status
- Rate of SLA compliance
- Lost working hours
You can show some of these indicators in personalized dashboards for every member of your team, even those outside of IT, with the correct ITSM tool. Executives may obtain a rapid overview of performance, while service desk supervisors can get a more detailed perspective of individual performance.
9. Put an End Card to the Tickets
Some requests take longer to complete than others, but you shouldn’t merely let that delay have an impact on your KPIs (which is the immediate cousin of technical support).
You can implement rules that cause particular service desk software to automatically close tickets that haven’t been touched by the client for a predetermined amount of time.
10. Feedback Speaks a Lot
As we have already mentioned, there are many ways to gauge service desk performance. But if the kind of service you offer is subpar, none of those measures matter. Regularly creating and sending surveys to your customers is one solution.
Automating the process is the greatest method to guarantee ongoing consumer feedback collection. Tools are available to assist with automatically gathering feedback and gaining access to it as needed to assess performance and quality.
The above-mentioned are not just some DIY innovative ideas for technical support but are essential practices around technical support which you should definitely consider adopting.
As a CEO who does not let things slip through the cracks, you should know that these are the technical support practices that made many companies taste the elixir of triumph.
Leverage at least five ideas from the above ten to reimagine and empower your technical support team.