Customer Service
Leveraging the IT service desk for superior customer support
In the era where 52% of customers will be quick to switch to a competitor after just a single negative interaction with the brand, prioritising customer experience and satisfaction has become imperative. The rapid advancements in technology are equipping businesses with tools, such as chatbots, self-service portals, and IT service desks, to help deliver a superior IT customer experience and stand out from the competition.
Leveraging technology for superior customer satisfaction in IT
As technology has advanced, it has opened up multiple avenues and opportunities to enhance customer service. However, this goes beyond merely adopting the latest tools; instead focuses on understanding evolving customer needs and using the technology wisely to meet them.
From AI-powered chatbots offering 24/7 intelligent support, cloud-based solutions providing flexibility, and social media platforms facilitating real-time engagement to advanced analytics tools supporting hyper-personalisation and omnichannel presence for a seamless experience, these tools are adding to the IT customer experience.
IT service desks: Capabilities and benefits
IT service desk is one such key tool in the arsenal of customer support teams in IT which not only offers necessary support but also acts as a communication link between the IT department and the users. With the objective of offering enhanced customer service within the stipulated time, modern IT service desks have vital capabilities such as:
- Addressing and managing new service requests
- Handling incidents with little to no disruption
- Tracking IT assets of the organisation
- Monitoring IT performance and health
- Troubleshooting any issues or questions
Businesses can choose between a centralised, local, virtual, or follow-the-sun IT service desk, depending on their support needs. Choosing the right IT service desk model can help you ensure a smooth IT customer experience and offer benefits like:
- Enhanced AI-powered predictive analytics to understand and anticipate future incidents.
- A centralised point of contact to ensure seamless communication and collaboration for efficient service delivery.
- Reduced mean time to resolution through proper incident handling.
- Improved productivity through optimised workflows and incident management.
- Enhanced customer satisfaction through efficient issue resolution and improved customer experience.
- Enhanced overall reliability of customer support operations.
- Improved AI asset management for efficient use, minimal breakdowns, and minimal disruptions.
- Better alignment between business and IT goals.
These contribute towards an enhanced IT customer experience, resulting in higher customer satisfaction levels, thus allowing you to build a loyal customer base that can be a crucial source of strategic competitive advantage.
Service desk best practices for enhanced customer support in IT
Although the benefits of IT service desk in delivering enhanced customer support in IT, some key practices can be the differentiators between efficient support operations and the ones that fail to meet customer expectations. The service desk best practices that can be this differentiator include:
- Establishing clear Service Level Agreements (SLAs) to set expectations and build a trusting relationship with key stakeholders.
- Exploring intelligent automation opportunities within the service desk workflows for faster resolution times and enhanced customer satisfaction in IT.
- Focusing on the key IT service desk metrics for continuous performance monitoring and improvement.
- Improving information sharing and knowledge management practices to support self-service options and reduce wait times.
- Diverting non-IT tasks away from the service teams to allow efficient resource utilisation.
- Building a customer portal to simplify the ticketing process and offer visibility into the ticketing lifecycle.
- Focusing on employee training and development to build an efficient, dedicated, and engaged support team.
- Leveraging IT service desk tools to offer multichannel support.
Being proactive in implementing these best practices and building support strategies accordingly can help you stand out from the competition and keep up with the changing customer expectations.
How can Infosys BPM help deliver a superior IT customer experience?
IT service desks are an integral part of the support operations of any business and the IT customer experience they want to deliver. Infosys BPM service desk services offer a suite of next-gen tools encompassing end-to-end ticket ownership, persona-based support, service personalisation, and much more. Equipped with a smart user environment, robotic process automation capabilities, problem analytics, and self-heal capabilities, our help desk services can help you deliver value-added customer service and ensure enhanced customer satisfaction in IT.
