3 Major Challenges Your Enterprise Helpdesk Faces Everyday

By Author: Maulik Shah
Total Articles: 45
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Here’s a question for you.

What does an enterprise helpdesk system is, according to you?

Well if we are thinking of the same thing, an enterprise helpdesk is a platform that provides all-in-one support for providing help to customers and their employees. It has multiple channels for guidance like email, live chat, calls, social media, etc., and a self-service portal.

An enterprise help desk is similar to a general help desk tool. The only difference is that the enterprise help desk is for large corporations having 1000+ employees. Mature enterprises still rely on traditional methods of serving customer service. Thus, they struggle to meet customer expectations. Enterprises need help desk software to manage customer services efficiently.

However, the Enterprise helpdesk faces various challenges while dealing with incoming tickets. Here are the three major challenges that every enterprise faces. Plus, we have also added a solution that can be useful to overcome those issues.

Innumerable Incoming Requests
The customer support department of enterprises gets numerous requests every day. ...
... Most of the queries they receive are simple and recurring. The customer support team spends a lot of time answering these repetitive questions. Hence, the customer support executives cannot give enough time to more important and urgent issues.

Phone calls are time-consuming as they take a long time to get resolved and flood the call queue. Also, without proper data analysis and record-keeping, the executives have to spend time resolving the same issue again and again.

To overcome these issues, you can build a knowledge base filled with content that will let users solve their common queries by themselves. It will reduce the number of tickets to a great extent. Also, building a knowledge base for the support team is quite helpful. You can document issues and their resolutions and refer to them whenever needed. It will save their time from resolving the issue all over again.

In your enterprise helpdesk software, you can add a chatbot that will allow you to handle multiple customer queries. Attach automated replies with FAQs, and it will let customers resolve their questions themselves.

Longer Resolution Time
When you have a large number of tickets coming in, it will take longer to resolve them. Such a huge number of unresolved queries gets difficult to manage. When queries are not categorized, the executives have to keep transferring the tickets to other executives for the right solution. This leads to a waste of time for both customers and the executives.

Customers don’t like to wait. A longer resolution time can make customers change the brand. You need a structured ticketing system and request tracking tool that will sort tickets into various categories, making them manageable. It will help to assign tickets to relevant executives, organize them with labels or tags, and prioritize based on urgency. This will reduce ticket resolution time and help track tickets until their closure.

Lack of Consistency Across Multiple Channels
Enterprises like to offer customer support on various platforms like calls, emails, social media, etc. Handling tickets coming in from multiple channels can be difficult. It might result in unseen queries and delays in solving urgent queries.

Customers like to contact the brand based on their preferences and convenience. They also change between various support platforms. This increases redundancy in data if you don't have a tool that stores the data and lets you continue from where you left. Inconsistency in handling tickets from various channels may lead to insufficient support and unresolved issues.

Having an omnichannel tool in your enterprise service desk software will let you unify tickets coming from multiple channels. Thus, you will have tickets from the various platforms on a single page.

Conclusion
An enterprise help desk will allow you to help customers and your employees with ease. It will let your employees work efficiently and more collaboratively. Customer support experience affects a business's image. The solutions described above will help enterprises to tackle challenges and grow a happy customer base.

DeskXpand has anything you need to communicate effectively with your customers. A full-fledged ticket management system typically provides all of the necessary elements for delivering a flawless and cost-effective customer experience. In the simplest terms, DeskXpand is a sturdy and flexible program that can scale to meet ons’ your organization’s needs.