An IT help desk plays a vital role in the entire organization. It’s the customer-facing portal where the company needs to resolve the challenges faced by the customers.
Whatever the issue with your product or services, customers first reach the IT help desk. Issues such as troubleshooting, on or offboarding, signup, installation, and any technical issues need to be handled by the IT department.
In all these issues, chatbots can be a great help for the customers. You can easily integrate chatbots across various platforms and channels such as websites, Whatsapp, Telegram, Messenger, and any other social media platform.
Integration of IT helpdesk chatbots will help you program like-
- Assigning tasks,
- Reserving rooms,
- Verifying technical issues,
- And training new hires on IT applications and services.
All these will help you in addressing major IT challenges and achieve improved organizational effectiveness.
The way customers used to interact with the brands has changed entirely now. Traditional channels, email, and phone are changed to real-time conversations via messaging platforms.
Automation and Artificial intelligence & machine learning have now completely evolved and are already gaining a good go in customer support and other companies’ operations. Chatbots are also widely being adopted for tech support and IT service management.
IT helpdesk chatbots help companies in achieving their primary goals of enhancing efficiency and minimizing cost.
IT helpdesk chatbots provide a familiar environment for the customers as they do on social media platforms and other channels.
People don’t want to spend time filling a long-form in the digital ecosystem and wait to get a response.
Advancement in technologies leads to more practical use cases of artificial intelligence.
Let’s focus on-
Why Should You Opt for an IT Helpdesk Chatbot for Your Business?
IT helpdesk chatbots helps you in-
- Providing fast and effective IT support to employees.
- Enhance SLA
- Drive better user satisfaction
- Lower employee support costs.
- Free your customer support executives from performing repetitive tasks
- Enhance employee productivity and happiness.
What are the Daily Challenges of the IT Help Desk or Support Team Encounters?
- Password resets
- Answering repetitive queries
- Service requests
- Time wasted in creating tickets is at least a 2-3 minute conversation.
- Knowledge or information gap when one executive leaves the job in the middle while handling a particular issue or customer.
- Pressure to reduce budgets
Let’s discuss here-
Various Use Cases of IT Helpdesk Chatbots:
Better Self-Service
Generally, IT support executives need to resolve multiple tickets simultaneously, which is a very daunting task for them to understand and resolve the same.
IT helpdesk chatbots can come in handy in such situations, it can resolve multiple tickets without any delay and avoid the customer waiting in queue for resolving their query.
Generally, chatbots are pre-designed with FAQs, routine incidents, and service requests queries with answers. Chatbots suggest the most probable solution or share some relevant articles that can resolve the issue.
Virtual interaction with customers makes real-time, consistent, and personalized communications, thus enhancing customer satisfaction.
Using IT helpdesk chatbots, you can provide complete satisfaction to customers regarding language, response time, and availability. However, chatbots can complement the customer support executives but can’t replace them.
Chatbots are generally deployed to answer level 1, 2 queries, and complex tasks are transferred to the human agents. It saves most of the customer support team time and makes them feel confident because they can get to know their problems before they encounter them.
Ticket Segmentation and Assignment
Segmenting the ticket based on the issues and department takes lots of time if we do it manually. IT helpdesk chatbots can do these simply with the help of AI and machine learning abilities.
IT helpdesk chatbots with AI capabilities can get insights from the chat history and other details to determine the customer’s intent and can segment them based on them.
Even chatbots hold the capabilities to redirect the user to the concerned department or person via call or message by sharing the complete details of what happened before.
Password Reset
It’s the more common ticket faced by the IT customer support team. It takes a lot of time to resolve this transactional query.
IT helpdesk chatbots with AI capabilities can connect to the back end to create a temporary password for the user. The entire operation is performed automatically by the chatbots without any intervention from the human agent.
AI-driven Ticketing System
Almost 30-40% of tickets get resolved automatically from IT helpdesk chatbots.
Your customer support team can save up to 3-5 minutes per ticket by capturing the correct details—50% decrease in the rerouting of tickets.
Access Provisioning/Deprovisioning
It’s also the most common service request that customers raise. Chatbots can analyze and differentiate the type of request and intent of the users based on their-
- Job title,
- Service type,
- Type of product,
- And many others.
Resolve it accordingly or transfer it to the respective department to resolve the same.
They can provide access to the respective application by authenticating the user and similarly de-authenticate if it currently does not hold an account.
Supports Customer Support Team
Chatbots is a win-win situation for both customer support teams and the customer in solving their issues.
For instance, using chatbots, agents can get the chat history of the particular customer and their complete details. Thus chatbots not only help customers but also support desks to carry out their work efficiently and quickly.
Even IT helpdesk chatbots send notifications and other reminders to the internal customer support team to help them carry out their tasks.
Automation in Workflows
There are so many repetitive tasks that need quick actions, such as service requests and change approvals.
This will not take much time, but because of so many requests simultaneously, agents are not able to serve them instantly. IT helpdesk chatbots can help you with automating this process after verifying them.
Consider another example: Chatbots for HR departments, these chatbots, can automatically onboard/offboard the employees by allocating all the required resources to them.
Knowledge Management
Knowledgement management plays a vital role in boosting customer service. Generally, customers don’t have much technical knowledge about the product or services they use.
To make them educated with the proper knowledge, it’s the brand’s responsibility so that customers can resolve the issues of their own and get back to you when it’s a complex one.
IT helpdesk chatbots can provide the right and timely knowledge to the customers at every stage of their customer journey.
IT helpdesk chatbots can analyze and research relevant information or articles available in the database or internet and provide the link of articles to the customers whenever they ask or when chatbots feel a knowledge gap based on the tickets raised or when they search for such information.
Based on the customer knowledge gap, the marketing team can create new informative articles to educate the same. Such as-
- Smart solution suggestion
- Creation of solution articles
Chatbot Effectiveness
We can say chatbots are suitable to deploy in business. But how can you justify the same? It’s based on some factors such as.
Chatbots coverage- The type of questions chatbots can answer correctly.
Accuracy: The answers provided by the chatbots are helpful to customers or not.
Deflection: The number of questions chatbots can quickly answer queries without human intervention.
Chatbots prove to be effective in every industry. But they will not replace humans. Instead, they assist them in completing their tasks successfully and in less time.
Let’s now move to-
IT Helpdesk Chatbot Benefits
24/7 Helpdesk Availability
Chatbots ensure they are available 24/7 to the customers and provide assistance to employees. IT helpdesk chatbots can manage all the primary level queries of the customer and transfer the complex queries to the respective department.
There are many tasks that a chatbot can handle automatically, such as password reset, answering FAQs, application management, etc.; Chatbots enhance the overall response time of a user’s queries.
Faster Ticket Resolution
IT helpdesk chatbots with AI and machine learning capabilities can resolve the tickets fast, thus enhancing customer satisfaction.
It helps the customers in making further decisions quickly. And it improves agents’ productivity; they can resolve more queries in a day without any delay.
They can also work on more complex or priority tasks apart from answering the FAQs or repetitive questions. All this leads to an increase in customer satisfaction and restoring your business.
Proactive Engagement
IT helpdesk chatbots can understand any violations of rules and incidents that occur suddenly and notify human agents. Proactive support helps the agents in taking quick actions that save their time and cost. And prevents any major service outage.
Cost Optimization
Most level 1 and 2 queries get automatically resolved from chatbots, and agents are left with only complex questions. It doesn’t completely replace human agents with chatbots. However, it reduces the number of agents required to handle the operations.
Automated Notifications
Chatbots can send out automated notifications to agents regarding-
- Assets concerning software updates,
- Tickets raised,
- The status of tickets,
- Reports of a customer,
- Chat history of the customer,
- Asset replacement, etc.;
These tasks look simple to handle in SMEs, but in large organizations, it consumes lots of time and effort from agents’ end; chatbots can provide good relief in these matters.
Intervention Alerts
The Chatbots can solve repetitive queries multiple times and share the right sources to solve their questions.
If a complex issue can’t be resolved, it alerts the agents to continue with the process by providing the necessary details.
It also notifies the customers of the latest offers, discounts and shares the information they are interested in.
Omnichannel Presence
IT helpdesk chatbots can be deployed in any channel or platform. Generally don’t prefer to stick with the same channel or platforms.
Their preference changes, and depending on their moods, they change platform or channel. With chatbots, it’s easy to reach customers in their preferred channel.
How to Get Started With IT Helpdesk Chatbots?
Building IT helpdesk chatbots seems to be advanced, and you might think how complicated it is to build.
But to your surprise, they’re relatively simple to build using chatbot tools.
To build IT helpdesk chatbots, you don’t require technical skills. Most of the chatbots vendors are designed with pre-defined templates, and you can customize them as per your needs.
The first thing to start with is to prepare a list of your business requirements and features required to fulfil that.
Go for a free trial available from different chatbot vendors and analyze how suitable it’s for your business. Based on your experience, you can go with the right vendor.
To suggest you, SmatBot is a well-designed chatbot with predefined templates for various industries and advanced features that can fit your business needs without any coding skills required to build.
It enables you to build, deploy and manage the entire process smoothly, making the scalability of applications easy. You can even improve based on your observation and operational objectives.
Integration of the chatbot is simple, and it can collect complete information from your database and provide answers even to complex queries in a natural way.
If you’re also looking to build a chatbot for your business and have some ideas, experiences, and views, you can share them with our tech team. We are glad to assist you.
TakeAway
IT helpdesk chatbots are a great way to achieve customer satisfaction and engagement rate. IT helpdesk chatbots can automate the entire customer support operations and transfer complex queries to human agents.
Deploying IT helpdesk chatbots can improve overall business operations. It has lots of benefits and use cases irrespective of your industry.
If you haven’t thought of deploying an IT helpdesk chatbot for your business yet, it’s a good time to think of a change and grow your business.
Want to know more about how IT helpdesk chatbots can help your business.
Reach our SmatBot team or go for our 14-days free trial.
In either case, we are glad to assist you.