Summary
In recent years, the emphasis on client care has increased significantly. By 2020, over 90% of organizations reported having a dedicated helpdesk, a substantial rise from the 50% to 70% range in previous years. This surge highlights a broader industry trend, with 72% of businesses identifying the improvement of support services as their top priority.
Why are companies focusing more and more on client care? Studies reveal that 90 percent of Americans consider customer service when making purchasing decisions, and poor service can lead them to walk away—78 percent have abandoned a purchase because of it.
While these statistics do not focus on the Technology Expense Management per se, it is implied that implementing a proactive helpdesk will grow TEM providers’ turnovers and strengthen their relationships with their clients. However, managing a helpdesk for a technology expense management provider is not an easy task. Its main challenges are the complexity of the solutions involved, diverse needs of clients, rapid technological changes, and integration with multiple systems. Additionally, maintaining high standards of service under tight deadlines and ensuring data security further complicate helpdesk operations. This multifaceted environment demands specialized expertise and adaptability to effectively support clients and manage their technology expenses.
How can companies simplify their IT helpdesk processes?
1. Implement a self-service and knowledge sharing portal
A self-service portal allows users to solve their issues independently. This solution can be used for basic issues such as password reset, ordering, and activating specific services. The portal must contain features such as step-by-step guides, FAQs, articles and video tutorials, to help the user solve their problems.
Self-service portals empower users to resolve issues on their own without needing to wait for helpdesk assistance, particularly for basic tasks like password resets, ordering devices, or activating services. This leads to quicker resolutions and minimizes downtime for users, allowing them to remain productive. Needless to say, self-service portals free up time for IT helpdesk agents as well, who in turn can concentrate on more complex tasks.
2. Automate your tickets
Use AI or a rule-based systems to scan tickets upon submission, identifying keywords and categorizing them accordingly. Your automated ticketing system will prioritize requests based on your client’s SLA, the severity of their issue, or the number of affected users.
How does AI automate tickets? By using Natural Language Processing (NLP), AI scans ticket submissions to understand context and categorize issues accurately. It prioritizes tickets based on SLAs, severity, and business impact while routing them to the most suitable agents. AI also predicts escalations, automates responses for routine issues, and monitors SLAs in real time to ensure compliance.
Whereas a rule-based ticket automation process uses predefined “if-then” logic to streamline helpdesk operations. It scans tickets for specific keywords, categorizes them, and assigns priorities based on criteria like SLAs or user roles. Tickets are routed to the appropriate team, while unresolved issues are escalated to ensure SLA compliance. Routine problems trigger automated responses with standard solutions, and specific conditions can initiate actions like follow-ups or ticket closures. While ideal for predictable, structured workflows, rule-based systems lack the flexibility of AI for handling complex or evolving issues.
Automated ticketing systems eliminate delays caused by manual ticket sorting and ensures that issues are routed to the appropriate department or agent instantly, resulting in faster resolutions and more accurate issue handling.
3. Predefine workflows
Create standardized procedures for common mobility tasks — e.g., device ordering, SIM card replacement, roaming requests, data plan activation— across all carriers and device types.
Pre-set workflows enable helpdesk agents to follow a consistent set of steps, which increases efficiency and ensures that issues are resolved swiftly without needing client approval for routine tasks. This consistency also improves overall service quality and client satisfaction.
4. Implement an omnichannel IT helpdesk
An omnichannel IT helpdesk centralizes multiple communication channels, such as email, phone, live chat, and even on-site interactions into one cohesive system. To implement this, you need to consolidate all customer interactions into a unified ticketing system.
Implementing an omnichannel IT helpdesk ensures that clients can seamlessly switch between communication channels (e.g., email, phone, chat) without losing the context of their previous interactions. This creates a smooth, uninterrupted experience for clients and allows helpdesk agents to access all historical data related to the issue, improving response times and ensuring that no information is missed.
Conclusion
Building strong relationships with customers is the cornerstone of any successful business. When clients feel valued and supported, they are more likely to remain loyal. This not only reduces the costs associated with acquiring new customers but also drives long-term profitability. A brand has a 60-70% chance of making a sale to an existing customer, compared to just 20% with new prospects (Source: HubSpot). This underscores the importance of maintaining high-quality client interactions through quick response times and efficient problem resolution, without forgetting to customize your client care based on each individual need. In the end, it’s not just about resolving issues efficiently; it’s about creating a connection that keeps clients coming back, ensuring sustained success for your business.