In general, phone calls are the common and standard way users can report their technology-related problems to IT technical support and make their requests. However, when the team spends all day answering phone calls, other important tasks can suffer, such as managing ticket escalation, training, or creating important documents.

To resolve this issue, technical support managers are continually looking for ways to relieve their agents’ pressure without harming user support quality. In that sense, did you know that there are ways to reduce phone calls to the IT Help Desk?

In this post, we present 3 ways to ensure quality service to users and customers. Read on for all the details!

1. Self-Service Portal

The creation of a self-service portal is an excellent way to reduce phone calls to the IT Help Desk, especially since, in this mode, users and customers can open their calls on their own, without having to make telephone contact with the area of technology.

In this case, instead of making a phone call that requires an employee to answer, the user can access an online page and request help or open a call to, for example, make a request or report an error.

For the self-service portal to achieve the desired success, it must have a simple and intuitive user interface, which transmits all the necessary information so that the user does not have to make a call to find out how to use it.

An excellent way to get the user to provide the necessary information about their request in the initial contact is to insert mandatory fields and help text describe what needs to be inserted in each field. For example, in the case of a user who must fill in his computer model, he already receives instructions on how to find this information inside the field.

Thus, this is an excellent way to reduce phone calls to the IT Help Desk since users register their tickets and, consequently, do not need to call their technical support agents frequently.

2. Easily available knowledge base

Another way to reduce calls is to use a knowledge base, an online solution resource that can be accessed by customers, and technical support staff. In general, it presents information such as user guides, lists of frequently asked questions (FAQs), and technical documentation.

By providing a knowledge base that is easily accessible to users, they are encouraged to search the available information on their own for ways to resolve their technology-related issues.

This way, whenever the manager notices that a particular question is asked very frequently, he writes a document explaining the answer and makes it available in the knowledge base instead of answering each case individually.

This is the case of creating a guide to learn how to make an email signature or how to clear your browser’s cache. In general, having a knowledge base that is easily accessible to users reduces phone calls to technical support considerably. The user can quickly find the answer to their need and only follow simple instructions to solve their problems.

However, for the knowledge base to obtain the expected result, it is essential to ensure that:

• users are aware of the knowledge base, and it is, therefore, necessary to encourage them to access the document;
• the knowledge base is easy to use; otherwise, users will continue to call technical support.

3. Chatbot based on Artificial Intelligence to open requests

Finally, one more measure that can be used to reduce phone calls to the IT Help Desk is using an Artificial Intelligence-based chatbot to open requests.

The AI-based chatbot work as a “robot” that can use a messaging platform autonomously and productively. It can answer users’ questions without depending on a human to assist you and solve problems within specific contexts.

The technology applied in chatbots consists of complex algorithms that can be integrated into a program, application, or even in social networks that have a chat service, such as Twitter or Facebook, or even your website.

In the IT Help Desk’s specific case, the idea is to program the robot to answer questions, open requests and calls independently. In this way, instead of calling the technology area, the user makes his request directly with the chatbot, in case he has not managed the solution in the knowledge base.

In general, this tool is already being used a lot in the corporate environment, mainly in virtual SACs or for user support, since artificial intelligence has made chatbots more efficient and dynamic and can also be applied to reduce phone volume calls to a company’s IT technical support.

Now that you know 3 ways to help reduce phone calls to the IT Help Desk, put our tips into practice as soon as possible to free up your technology team members to focus your efforts on other, more strategic tasks without losing sight of the quality of support.

If you liked this post and want to go deeper into the subject, continue to visit our blog and understand how Artificial Intelligence in companies can influence customer behavior!

Reference:
https://www.sysaid.com/help-desk-software/what-is-help-desk-software