5 tips to Automate Support using a Helpdesk



Turning a Customer Support team into a service delivery powerhouse that consistently delivers the right solutions to your customers need not be a pipe dream. In fact, a highly performing Support crew can be a highly effective competitive differentiator for your business.

You can find a few tips to leverage support desk automation ideas to blow your competition out of the water with optimal service delivery.

1. Invest in a helpdesk support system

Out-of-the-box, these applications offer rich features and functionality that enable improved visibility of service delivery performance and will easily scale as your business grows.

2. Make it easy for customers to contact you

When your customers or end users are contacting you for support, you’re already on the back foot. They have a problem that needs to be solved as quickly as possible and customers are turning to you for help. The last thing they want is to face difficulties contacting your support team.

Make sure you provide your customers with multiple contact options that include the traditional routes (email and telephone) and the channels that provide more immediacy, including social media and live chat.

3. Automatic escalations

When things don’t go to plan, it’s reassuring to know that a Plan B is in place. Building workflows into your support processes is a smart way to make sure nothing falls through the cracks.

For example, support requests that have gone unanswered or unresolved for a pre-determined period of time can be automatically escalated. End user requests that meet some certain criteria can be routed to specialist teams or individuals. This results in your customers getting the right kind of support, in the shortest amount of time.

4. Help customers to help themselves

If you’re a provider of technology solutions, chances are you have customers located in different parts of the world, across multiple time zones. This is a challenging business case , where providing a responsible level of service on a shoestring budget with a very limited staff.

One way to offset this challenge is to help customers help themselves when they have a problem. For example, many companies have well-established knowledge bases and active user communities where common (and not-so-common) troubleshooting hints, tips and tricks can be shared specifically for your application suite.

5. Customer surveys

Customer feedback can be a great tool for improving support processes, identifying trends and monitoring the performance of your support team.

Nothing beats a direct call after a support event to ensure your customer was satisfied with the experience. Surveys should ideally be sent to customers at the conclusion of the support call while the experience remains fresh in their minds.

Automated workflows can be hugely beneficial on this front. For example, when your support agent closes the call in their ticket system, this would trigger an automated email to the customer or user with a link to a survey that requests a small number of responses from the customer. The results of the surveys can be fed into service delivery reports and even linked to support team bonuses or rewards.

Just make sure your surveys are not long :)

These are just some of the ways to boost the performance of your support function and turn it into a service delivery powerhouse!