Your Service Desk always used to cope with the load of customer and/or internal tickets but lately you are getting rumblings that people aren’t happy with the experience, stress is increasing. Take a look at 6 reasons below that, it’s time to review your service desk solution.
1. Increasing Ticket Volumes and Delays
Increased Ticket Volume: A rising number of tickets due to inability to clear or increased volume, causing backlog.
Long Response Times: Delays in responding to tickets, frustrating users and customers.
Slow Resolution Times: Tickets remain open for extended periods.
2. Inefficiency and Resource Strain
Repeated Issues: Frequent occurrence of similar issues without a permanent solution.
Overwhelmed Staff: Help desk staff are consistently overworked and stressed.
High Employee Turnover: Increased turnover rate due to job dissatisfaction and stress.
3. Poor User Experience
User Complaints: An increase in complaints regarding the help desk service quality.
Low NPS Scores: Poor feedback from satisfaction surveys.
Difficulty in Ticket Submission: Users find submitting tickets overly complicated/rigid/unsuitable.
4. Technology and Integration Challenges
Challenges in collaborating with other departments to resolve complex issues.
Lack of Integration: Difficulty integrating with other essential business tools (CRM, ERP, etc.).
Poor Reporting and Analytics: Inadequate reporting tools and difficulty in tracking performance metrics.
Unable to customise or adjust forms, workflows processes.
5. Labour Heavy Tasks
Limited Self-Service Options: Absence of a comprehensive knowledge base or self-service portal.
No Automation: Lack of automation for repetitive tasks, such as ticket routing and common responses.
Inadequate Multi-channel Support: Difficulty managing tickets from multiple channels (email, phone, chat, social media).
6. Security and Compliance Issues
Security Vulnerabilities: Existing help desk system has security weaknesses.
Compliance Issues: Difficulty meeting industry compliance standards (e.g., GDPR, HIPAA).
If you are experiencing any of these issues, it's worth considering hearing about what a new or redesigned service desk would offer. As specialists in installing and configuring help desks, we also bring expertise in process redesign and best practices to ensure you get the most out of your new service desk. Drop us a line.
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