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Today’s employees are empowered to work remotely, and use laptops as well as mobile devices to complete their tasks. An increasing percentage of their work is being done on tablets and even smartphones. In fact, multiple surveys show more business and personal email (54 percent in 2017, according to Litmus) is read on a mobile device than on a laptop or desktop.
Based on the growing adoption of mobile devices, it only makes sense that your service desk solution should be available on a mobile application to accommodate your employees and to meet the demands of their role. If your existing provider does not offer a mobile solution, you should consider finding one that does, so that your employees and IT team can be productive whenever and wherever needed.
A good mobile app services solution essentially provides users and their employers with five primary benefits: mobility, simplicity, efficiency, productivity and information.
Here are some tangible examples of the benefits of providing your users with a service desk mobile app:
One of the biggest advantages of having a service desk mobile app is the ability of your employees to efficiently and effectively solve their own problems 24/7 with a robust knowledge base or by unlocking their own passwords. Users are also empowered with quick links to help with submitting tickets, receiving updates and even chatting with an agent while on the go. Whether they are at a customer site or riding the bus or subway, your employees can get the support they need to stay productive, regardless of their location or the time of day.
Tailored for smaller screens, service desk mobile apps should offer simple-to-use interfaces that display the most frequently used tools and basic fields that can be filled out quickly and easily. The more intuitive an interface is, the more likely an app is to be widely used, because of the effective and efficient user interface it provides. Also, mobile apps often make self-service options easier to navigate, enabling employees to troubleshoot issues on their own any time during the day (or night) without needing to request service, which can save your business money. Similarly, you should also provide flexibility in terms of which contact methods you offer, so that you can direct users to lower-cost self-help versus higher-cost calls to the service desk.
Users of a mobile service desk app provide integrated information upfront that agents can instantly access when their assistance is requested. The employee’s identity is verified and the agent will be able to help more quickly. There’s no need to answer questions about who is calling or provide a history of service requests. The agent will automatically be able to access the employee’s basic information when they receive the request.
Finding the help ticket location is one challenge, but submitting it can be another. When there are many fields to fill out, employees may procrastinate on submitting their support ticket until their problem escalates and they need immediate assistance. Mobile service desk solutions can negate this issue by auto-filling saved fields in each ticket. When an employee is signed into his or her account on a mobile device, the basic fields are already captured. This means employees spend less time away from their work filling out forms, and can use that time to be productive and drive the business forward.
Emails are constantly flooding your employees’ inboxes, so how do you effectively keep users updated on the status of their tickets? Mobile service desk solutions should have the option to give employees notifications on their mobile devices so they can stay up-to-date on the status of their tickets. Employees can opt for text messages to alert them about updates instead of, or in addition to, emails. This also helps employees respond more quickly to an agent if follow up is required.
You can provide round-the-clock benefits of a service desk in the palm of your users’ hands by offering them a robust, yet easy-to-use mobile app service desk solution.
How would such a solution impact your organization? Check out the SmartDesk Solution Savings Calculator to find out. Please share your thoughts in the comments.
Publish Date: April 24, 2017
Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.
With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.
With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
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