For our open text box question, “How could your help desk experience be improved?” we received an overwhelming number of variations on “Speed up wait times” and “make it easier to use.” As well as a few disheartening “a total revamping of everything” responses.
Other top contenders for
improving the help desk
experience included advice to have a better chatbot and hire more people — which is not as diametrically opposed as it might sound. By having a better virtual agent interface, staff would be freed up to answer more complex issues more quickly.
There were also calls for help desk staff to be more patient and more readily available. Some employees also damned with faint praise: “It works about as well as it could.”
“Improve the language and learn from others” and pleas for better (longer) help desk opening hours point to the need for multiple language