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Benefits of Providing Service Desk Choices - CompuCom - Blog

Benefits of Providing Service Desk Choices

It’s no surprise the rapid advancement of technology has transformed service expectations and the way users want to interact with their service desk. Today, the user demands more, and you need to provide answers to their IT questions – fast. Why? Service desk support is not one-size-fits-all, and different users prefer different methods of support. Fortunately, with today’s technology, a number of customer contact options are available to help address the needs of your employees. Here are a few that are in demand today:

  • Self-service: Did you know that the most common service call is for a simple password reset? By providing secure self-service tools, password resets and unlocks can be expedited on-demand by the user, while enabling your IT team time to focus on more strategic initiatives. 

    Another option for instantaneous self-service is for users to have access to a thorough and regularly updated knowledge base that also includes answers specific to your environment. Knowledge articles should provide quick resolution to users who prefer to resolve their IT issues themselves. 

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  • Chat: Chat provides one of the most efficient use of users’ time — they can get fast answers while multi-tasking. Using chat provides users with quick responses, often at less than a 60-second wait, without pulling all their attention away from being productive.

  • Digital: A convenient and easy-to-use method to communicate IT questions is to provide an integrated button to send email inquiries to your service desk. Alternately, web-based ticket submissions provide another convenient and integrated option that users can leverage. Both methods are familiar to users, easy-to-use and provide quick resolution. 

  • Telephone: Contacting a service desk directly by telephone is a traditional option, though it is often the most expensive. However, it remains one of the best options for those with urgent needs and provides resolution, even to workers who may not be able to access the internet. 

Why offer multiple options? The benefits of offering multiple contact options, such as those listed above include:

  1. Empower users with choices: Workforces are comprised of a broad mix of age groups, various workstyles, and multiple work environments. Providing numerous contact methods empowers your end users to choose the communication option that best suits their needs at any given time. For example, chatting about a service desk request is a practical choice while in a meeting, rather than announcing a problem over the phone, when the whole room can overhear it.

  2. Cuts costs: Different contact options vary in the amount of effort required to support them and therefore vary in price. Choose a service desk provider that proactively helps you shift users to lower-cost and faster contact methods with ongoing analytics and user education.   

  3. Save time: “Time is money!” We’ve all heard that phrase before. Providing multiple contact methods empowers users to choose the most expedient method to suit their need at the time. Select a service desk provider that offers ongoing analytics and user education to help shift your users to faster (and lower-cost) contact methods. This will save your users time and help your business reduce costs over the long term, so your organization has money for more strategic initiatives.

Today the user is in control and anytime, anywhere workforce enablement is the norm. It’s all about the user experience. Providing multiple contact options empowers users to solve their IT issues or reach out for help in the most effective and expedient method possible, while efficiently saving your company money and returning users to productivity.

Is there a contact option that you prefer? Comment below – we’d love to hear your thoughts.


Publish Date: January 12, 2017

2022 Buyers Guide Automated Call Distributors

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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
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Recent Blog Posts:
Improving Customer Engagement with In-store Selling AdvisorJanuary 21, 2019
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The Impact of 24/7 Service and Support with your Enterprise Mobility SuiteOctober 17, 2017
What to Consider When Selecting an IT Help Desk SolutionSeptember 12, 2017
How One Retailer Deployed Their Enterprise Mobility SolutionAugust 24, 2017
How a Self-service Knowledge Base Empowers Today’s WorkersMay 22, 2017
Why Your Users Need a Service Desk Mobile AppApril 24, 2017
Multiple Time-saving Benefits of Live ChatFebruary 21, 2017
The Happy Help Desk — Oxymoron or the Best Future for Your Mobile Enterprise?January 17, 2017
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