Reasons for Automating a
Help Desk
Whether you call it a help desk, technical support,
the problem management center, or even the customer support center, there are several reasons to
consider automating your help desk, so that your company has a systematic process and record-keeping
database to help resolve your customers' problems or issues.
As the quality of issue management grows in
importance, several trends are becoming more inherent to help desk centers being able to quickly and
accurately answer user issues.
Here are some of the more notable trends in the
computing industry:
- System structuring
- Remote computing and/or telecommuting
- Burgeoning supply of software programs
- Growing companies
System structuring relates to the way your
hardware systems and subsequent software programs are put together. These days, most organizations
have a configuration that can include a myriad of hardware and software vendors. With different
systems interconnecting throughout the business continuum, it becomes more difficult to hire individuals
that can address issues for each system within that continuum. An automated help desk can help
alleviate issues with multiple platforms.
Laptops have become almost as ubiquitous as home
computers. Our workforce is spending less time at the physical office and more time doing remote
computing. And it isn't just sales people either. Business professionals of all sorts are trading in
desks for cell phones and laptops. However, ensuring these individuals' connectivity to necessary data
is an important and daunting task. An automated help desk can help alleviate issues with your remote
"computers."
A quick trip to your local Best Buy®,
Circuit City®, or CompUSA®, will confirm what most already know--more and more software
is being introduced every year. And it is slated to increase multi-fold. Newly-installed hardware
or software can produce lots of new questions for your help desk or call center.
Unless a new system directly replaces an old one, the call center will need to continue to track past
issues as well as the new. New software means new features, options, and even specialized users.
Your call center needs to adjust to the increase in support requirements. An automated help desk
can help alleviate issues new hardware or software.
And lastly, your help desk needs change
dramatically as your organization grows. Obviously, a company's growth means more employees and
subsequent clients. More employees usually result in a higher call volume to your help desk.
Regardless of the nature of these calls, a system and process to handle them is a necessity.
An automated help desk can help manage a growing volume of customer requests.
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