Service desk automation is a ITSM software that automates the support service desk functions in an organization. The package automates several of the common support service desk functions such as managing and billing customer calls, managing and filing inventory information and tracking progress on certain projects, sending e-mails or faxes to customers and reminding them of the status of a particular transaction. With the automated functionality provided by service desk automation, it enables service desk professionals to focus their time and attention on more important customer support activities. However, it also has some limitations that make it more practical for organizations to implement.
The first limitation is related to the amount of data that can be input into the service desk application. Since most service desk automation packages are equipped with pre-defined modules, it requires very little customization or configurability. However, the information needed may still be entered manually. This makes it possible for an authorized person to go through the files and manually enter the data that needs to be input in the support service desk application.
The second limitation of service desk automation is related to the level of interaction that takes place between the service desk personnel and the customers. Automation provides for automatically generating and sending e-mails or faxes to customers, but there is still some room for human intervention. A service desk professional still needs to manually send these messages back to the customer, and this may still be a source of frustration for some users. If this becomes a habit, it could also increase the annoyance of the customers, so service desk automation may not be the best solution.
One service desk automation feature that can significantly improve service quality is the notification of the service desk customer when his/her session is about to end. This ensures that the customer remains informed about the status of the service desk transactions. This feature is very useful because most service desk transactions do not last very long. By setting up a regular notification for the customer, the service desk professional can ensure that the customer remains informed about the status of the transactions for at least several hours.
Another limitation of service desk automation is that it can only be used for simple transactions. Some service desk automation systems provide reports on the number of queries processed during the particular period. These systems may have limited capabilities to process more complex transactions such as bulk orders. The lack of advanced features in a service desk automation system may make it unsuitable for complex transactions involving large sums of money.
To overcome these limitations, service desk automation systems come with more advance features. Most service desk automation systems provide customer profile reports that allow the service desk professional to better understand the nature of the transactions handled by his staff. It also allows the service desk professional to set up goals and targets for his staff to meet. Advanced systems also allow the service desk professional to set up an automated customer recall system. The system may also allow the service desk professional to generate reports that contain all sorts of information, such as the number of new or potential clients that came to the service desk during a given time period and the number of calls that were answered, left unanswered or transferred to another department.
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