About 492 tickets are received by the internal support system on average! And the teams can resolve only 69% of them in the first go. The stats we just threw light on is considerably and completely unhealthy for businesses to trigger growth based on customer satisfaction.
Ask us why
79% of consumers want to receive a fast response. They really love to get to the solution part of their problems without having to jump through a million hoops.
To cut to the chase, U.S. companies lose more than $62 billion annually due to poor customer service.
And achieving the knack for providing the enhanced customer service does not come easy, that’s why it is crucial to address the most pressing challenges around it.
Top 8 Common Help Desk Challenges
We have mustered eight such challenges of helpdesk for you to beware of, continue reading to face them fully armed.
1. Plethora of Requests and Interruptions
Without effective processes in place, it can be challenging to handle issues and duties in a cost-effective manner without compromising quality because IT services are expensive.
This is so that the service desk may focus more on fixing problems rather than spending more time taking calls, sorting through email requests, or even dealing with requests made in person.
Calls take a long time to resolve and quickly swamp queues, making them particularly
Time-consuming. This is not just unpleasant for the IT support staff but also for the users who anticipate a quick fix.
They frequently stand in a long line before speaking to someone, which ruins the customer service experience and creates dissatisfaction.
2. Lost Issues and Long TTR
Instant troubleshooting becomes increasingly important as technology becomes more integral to a company. When the service desk is receiving too many requests to handle and lacks the required communication tools, this can soon turn into a problem.
For instance, according to a TechValidate survey, up to 43% of IT help desks manage user queries via email. Staff must manually sort through these requests, which slows productivity.
The IT service desk also misses out on the chance to collect data that might aid in identifying typical issues and, eventually, speed up future resolution times, without a defined ticket intake procedure and request tracking tools.
3. Repetitive Tickets
Unresolved, ongoing problems are a headache that is directly related to our previous difficulties.
Help desks are unable to quickly discover systemic issues without effective record-keeping and data analysis tools, which results in a waste of time and resources on repeatedly investigating and addressing the same issues.
It is challenging for the team to develop suitable plans to handle these interruptions and lower the volume of submitted tickets to address the root of often reported issues by users if important data is not collected.
4. Putting a Tag on the User’s Assets
Problems are frequently related to the user equipment, thus understanding these assets is necessary to develop solutions. While tiresome, this teaches the support staff how to handle particular issues.
By evaluating service histories, the IT desk would be able to address issues when users with the same assets ask for help, for instance, rather than having to go through the same troubleshooting process each time.
This significantly boosts efficiency, yet according to a TechValidate analysis, just 33% of IT help desks actually track assets. When tracked, they are frequently noted on antiquated software and spreadsheets that, if improperly curated, might produce incorrect data.
5. Tasks That Feast on Your Time
The help desk typically needs to deal with a number of frequently asked inquiries and issues on a daily basis.
This implies that spending a lot of time repeating the same tasks wastes time. The majority of help desk calls, or an astounding 20% to 50% of them, are for password resets.
When the end-user has access to the necessary knowledge or automated procedures, they may frequently remedy the problems that the help desk handles. A lack of these can seriously limit the capabilities of your department and result in excessive costs.
6. Rapid Tech Evolutions
Numerous new technologies have arisen and considerably advanced over the last ten years. While this is fantastic for businesses, their clients, and their staff members, it also presents a number of difficulties.
Your personnel must regularly pick up new skills and have access to pertinent information articles if you want your IT service desk to stay informed and keep up with the newest technological advancements.
They will be able to quickly transition to using cloud-based or mobile applications, which will boost their productivity.
7. Missing Out on Multi-Tasking
Failures in IT services can have a significant financial impact on enterprises, and downtime can hurt the operations of your clients. In order to handle issues quickly and still uphold quality standards, it’s critical to have an IT service desk and effective protocols in place.
But doing so can be challenging because IT support personnel frequently spend more time on the phone or responding to emails than they do actually resolving problems. Phone calls can be particularly challenging because a service desk analyst can only speak with one customer at a time. Before you know it, there is a line of frustrated consumers wanting to be picked up and spoken to.
Live chat is a totally different matter; it enables service desk analysts to manage many clients at once. The average wait time for live chat is only 45 seconds, so be aware that while individuals would wait 11 minutes on hold before hanging up, they have far higher expectations.
To do this, which can be costly, you must enlarge your staff in order to serve your clients’ needs. Implementing Chabot’s is a more cost-effective alternative because these clever algorithms can serve multiple clients at once, cutting down on wait times and freeing up support workers to concentrate on problem-solving.
8. Unavailability of Useful Self-Service Tools
The majority of the issues that the IT service desk has to handle are quite routine, time-consuming, and tedious.
For instance, password resets makeup 20% to 50% of IT service desk calls; yet, if users had access to the necessary knowledge and tools, they could easily resolve this issue on their own.
A user-friendly password management application could help IT support employees save a lot of time and effort.
However, self-service technology has a lot more to offer. A FAQ section, for instance, can be used to make quick, step-by-step films and other helpful resources available.
This will help users get answers more quickly and relieve pressure on the IT support desk.
All Things Considered,
Acquiring, training, and retaining techno wizards is nevertheless the chief challenge here!
Although employee turnover is a problem that many companies struggle with, it can be particularly difficult in the IT sector.
Namely, you need to identify trustworthy replacements for the developers and system administrators who created and managed your systems.
However, they might only stay long enough to gain some experience and entry-level abilities before leaving to work for another organization.
Therefore, it’s crucial to have a retention program for your IT support staff, which entails providing them with excellent benefits and investing in their growth and development.
This is a tried-and-true method of keeping them on board and ensuring that your IT service desk is consistently operational and productive.