The meteoric rise of Automation is transforming customer service. While many companies are embracing this trend by adopting automation for simple, faster, and better support, some are still stuck playing by the old rules.
If you are one of them, this post is for you. Automation is the key to unlock greater heights in CX by allowing you to do more of what is vital in customer experience and less of what can run on autopilot. Read why you should automate your help desk processes and what are the top features to use.
What is Help Desk Automation?
Help Desk Automation is the process of automating repetitive tasks and processes based on pre-set rules. The core purpose of automation is to simplify customer support by reducing manual efforts and costs.
Why Automate Your Help Desk Processes?
From ticket creation to ticket assignment, from performance tracking to status updates, Automation helps you get redundant processes out of the way and focus on delivering faster and better support. Benefits of automation include:
Cost Reduction: Automation helps you reduce cost per ticket by eliminating manual efforts and enhancing efficiency.
Faster Responses: With automation doing the hard work in the background, the support team can be prompt with communications that matter.
Enhanced Productivity: With the time saved in performing redundant tasks, agents can focus on fewer issues at a time. Better support results from working smarter and not harder.
Minimal Errors: Automation eliminates any manual error resulting from the monotony of performing the same tasks over and over.
Organized Support Processes: A robust automation system with easy-tracking and audit functionality helps agents maintain an organized support process that is easy to oversee.
Improved Customer Satisfaction: There is no trade-off between speed and quality. Automation helps agents achieve both in customer support, thus improving customer satisfaction.
Automated Customer Service with HappyFox Help Desk software
Transform your help desk operations with these top automation features.
- Automate Support Processes with Smart Rules
- Track Support Performance with Service Level Agreements
- Assign Tickets Intelligently with Auto Assignment
- Get Notified on Ticket Updates with Ticket Auto-responder
- Automate Ticketing System with Canned Actions
- Automate Ticket Creation with Ticket Templates
- Assist Agents in Problem-solving with Agent Scripts
There are certain tasks to be performed every time a ticket gets created. While inevitable, they can distract support agents from working on the ultimate issue. With Smart Rules, you can define your own scenarios and set trigger conditions. Whenever the prescribed scenario takes place, Smart Rules trigger the appropriate action immediately.
With the flexibility to create or merge a number of logics, Smart Rules can automate any use case. Auto-assign the right ticket to the right agent based on predefined routing algorithms, get notified of the changes being made to a ticket instantly, and send customers periodic follow-ups on progress without any need for manual effort.
Support delivery is not linear. To keep things in order, you need to keep a constant tab on support performance against SLAs. SLA workflow automation will help you oversee the support pipeline for activities that could be indicative of a breach. In case the ticket load increases or responses per interaction is more than usual, SLA workflows will escalate or reassign tickets automatically based on preformatted rules.
Ticket assignment is a commonly automated support process. With Auto-assignment algorithms becoming more intelligent by the day, you can assign incoming tickets evenly with a round-robin method, or use smarter rules to assign tickets based on who is active at that time or even workload. Auto-assignment not just eliminates human intervention, but also enhances the productivity of the support team by distributing the workload smartly.
Timely communication is at the core of successful customer engagement. To take prompt actions, you need to be on top of changes being made to tickets. This can be tough when agents are preoccupied with, say, a hike in ticket volume. You can deploy Ticket Auto-responder to monitor important ticket actions and update you with real-time notifications. From customer responses to ticket escalations, you will never have to miss an event again.
Canned Actions help you automate repetitive processes with templates. You can set the automation rules to assign priority based on the ticket’s nature, complexity, and other factors you deem important. Canned Actions can be used both for internal (agent-agent) and external (agent-customer) communications. Apart from saving time, Canned Actions ensure consistency across communications and eliminate basic errors.
Apart from tickets with rare use cases that crop up once in a while, most incoming tickets are similar in properties. Instead of having to fill in the same information over and over, you can use Ticket Templates to clone tickets. Draft the messages that need to be auto-filled on selecting a ticket template and enable ticket creation at a few clicks. You can include custom fields to tag or remove different team members at the time of creating a support ticket.
Faster response time is a result of agents having the right information at their fingertips. You can achieve this with proper agent training and a knowledge base, or you can skip ahead using Agent Scripts. Agent Scripts assist call center agents with contextual guidance at every touchpoint, making problem-solving much easier and faster. Companies that use Agent Scripts see commendable improvements in customer service metrics like First Contact Resolution (FCR) and Customer Satisfaction Score (CSAT).
Some companies still stay away from automation despite its obvious popularity. They view automation as a code-heavy, robotic tool that is tedious to set up. But in reality, Automation has come a long way — Tools like HappyFox Workflows provide customizable rule-builders that let you automate complex processes without writing a single line of code. HappyFox also lets you generate cross-functional, powerful automation reports that you can use to track your automation gains.
Sign up for a HappyFox demo to learn how to leverage automation tools for simplifying customer support.