Thought leadership

Meta: Will the integration of automated chatbots and help desks help with your engagement? We took a look here.

Today, we always have to be on the lookout for tools that can be used to boost customer engagement. In the IT sector, two solutions that are often put forward are AI chatbots and helpdesk automation programs. Do they actually boost customer engagement? Let’s take a closer look.











AI Chatbots

AI chatbots are becoming increasingly common across different industries. One of the best things about them is that they can take the place of a real customer service representative. A good AI chatbot should be indistinguishable from the real thing when posed with basic questions.

Customers can use these to manage basic inquiries that they might have for the business. On top of this, they can often be used to gather more information for a ticket before handing the case over to a real representative. They are an invaluable development, and they have helped to simplify many cases.

Helpdesk Automation

When a customer approaches a company with an issue, having effective help desk software can help to make the case that bit much easier to handle. Most of the time, customers have a very simple issue that could be fixed in the blink of an eye. Rather than waste time having a customer service representative look it over, it can often be quicker to feed them through an automated system.

This will show them many of the options that are available to them, and can even guide them to a solution. It is an invaluable tool that should not be underestimated. Computers are now a standard piece of equipment across multiple industries, and these businesses need to ensure that they are able to cater to the health of their machines. A helpdesk might be one of the first places that they turn, and having an automated process will speed the case along efficiently.

Driving Engagement

Both a chatbot and helpdesk automation can help to boost customer engagement massively, as they are introducing contact between the helpdesk developers and the customer at a very early stage. Without an automated helpdesk, a customer needs to sit and wait for a reply from the technician or customer service representative. This can build frustration, and make them feel undervalued as a customer.

Automation and the use of AI starts that conversation at a much earlier time. This crucial opening period can be used to gather information about the case, and can then be used to create an accurate ticket so the customer does not have to repeat themselves when the case is handed over to a real person. What’s more, steps provided by the automation might be all that is needed to complete the query.

All of this means that a customer is more likely to leave the conversation satisfied with their final outcome. They are able to get a result faster than they might have expected, and they might then be more inclined to recommend the help desk to a wider audience. Customer engagement is key for any business, and chatbots and help desks both might be a good addition to your company.

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