Nowadays, no company can thrive without paying attention to quality customer service, as it is. The competition shows no sign of slowing down and the new age customers are way smarter than the past. They have become picky and product aware and know what they want. If your customers feel the service is not up to the mark, it will not take long for them to shift to another brand. To enhance the level of customer support, several companies now use help desk solutions. The benefits of deploying such software solutions are numerous. However, like many types of technology, Help Desk Software keeps changing and new features are added to such tools to meet growing customer expectations.
There are a number of trends that experts think will be perceived in upcoming helpdesk solutions in the near future:
1. Automation to be deployed in a massive way in helpdesk industry
In service desk sector, the two happening words are AI and Automation, these days! As of now, automation in this sector is at a nascent stage and adoption rates are not that high. However, experts feel that will change in the near future. From the handful of technology giants and MNCs, automation usage will spread to several midsized ventures for enhancing helpdesk service. Till now, companies have used automation by integrating chatbots in existing live chat setup and through email autoresponders. However, the future generation of help desk applications will have more complex automation features. These tools may be equipped with AI aided self-learning mechanisms. Eventually, the workload of support agents will be reduced when these tools are deployed. This will also lead to faster grievance resolution and reduction of running cost.
2. Enhanced focus on developing the knowledge base and self-service portals
There was a time a majority of business relied on telephonic support to address customer grievances and resolve their queries. That is no longer the case and technological evolution has given the companies many other means of offering support to the customers. The penchant of customers is not the same across regions, demographics as well as age groups- even for the same company. Nowadays, customers do not always dial the helpline number or write email when they face a problem with services or products. The younger customers, who like technology a lot, prefer resolving their problems without relying on others. They prefer self-service portals and this is one reason its importance in helpdesk segment has shot up. With time, more companies will develop such portals with a knowledge base for both employees and customers in their websites. This is another effective weapon to reduce the workload on the support agents.
3. Migration to Cloud-based SaaS
With time, the number of companies adopting Cloud-based SasS solutions is growing up. This is true about helpdesk applications and the software that is often linked with the category apps. There are several advantages of moving on to cloud services and more businesses are going that way. It helps in cost reduction as well as simplifies infrastructure management. With time more types of apps used by the business are being made available in SaaS form, including security software, productivity apps, database, etc.
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4. Enhanced focus on mobile usage
Like many other online services, help desk solutions are also becoming a mobile device friendly. This is natural since the majority of web users now use Smartphone and tablet and similar devices over regular computers. The present generation smartphones can be used to perform almost all tasks online including accessing support portals and helpdesk apps. So, the help desk portal of your brand should be mobile friendly. This makes things better for both the employees (more so in companies where BYOD is followed) and the customers.
5. Agent agility and flexibility is need of the day
There was a time when most companies recruited support agents to reply to customer emails and attend calls. As a matter of fact, this is what a section of agents do in most organizations, across the world. The constant evolution of IT support desk solutions along with shifting customer needs for interaction has transformed things. The agents now have to don multiple avatars at work and they will have to become more agile. Apart from offering support to the customers through various modes including social media channels, they also engage in cross-selling services from time to time. So, agent agility is going to be an important part of support desk operations in the future.
6. Tighter social media integration with help desk solutions
Businesses have already realized the huge potential of social media platforms and they are using such platforms in various ways for service and product promotion and reaching out to prospective buyers. The present generation IT Help Desk Software is compatible with social media services like Twitter and Facebook. Some of them have automated feed and post to ticket conversion features embedded. Those integrations will be more deep-rooted in the next generation helpdesk tools. This will be useful for catering to the needs of millions of social media savvy customers who love to do nearly everything online from their social media profiles! Resolving service and product related issues without leaving the profiles will be welcome for them.
7. User-friendly UI and features
A section of existing IT Service Desk solutions sports a somewhat complex interface though things are improving with the release of new versions. Next generation helpdesk stools will be made with a focus on making the UI more user-friendly. From navigation to UI customization, things will become simplistic.
8. Enhanced focus on business processes and operations
The way technology is becoming an inherent part of business operations, the role of IT service desk is also shifting. The tools will be designed with more focus on business processes and operations than software features and data.
9. Reduced reliance on legacy hardware devices and peripherals
There was a time the hardware setup used in companies for offering support to the customers comprised of workstations, hardware networking devices, servers, telephones, and accessories, etc. The drawbacks of such legacy hardware setup include running cost, resource consumption, and occasional repair and replacement cost. This acts as a burden on support operations. With time, the evolution of helpdesk tools will result in a reduced need to depend on the legacy hardware setup. The helpdesk solution can be accessed from mobile devices too. The networking is no longer limited to wired setups. Advanced VOIP solutions which can be embedded into helpdesk software eliminates the need to rely solely on typical telephone devices. The companies switching to BYOD model will eventually spend less on the hardware front.
10. Enhanced analytics features to reduce the prospect of glitches
Till now, a section of Service Desk Software users spends enough time in keeping things running smoothly. If the software is laden with features to detect patterns that precede snags and problems in processes, the need to troubleshoot will be reduced. Future generation service desks will ship with advanced analytics features. Software monitoring will reach a new level.
Summing it up
The next generation help desk solutions will make things better for both support agents and targeted customers. Automation and AI will have larger roles to play behind this evolution. The support agents will have an agile and proactive role to play.