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Sample employee responses to “How could your help desk experience be improved?”
· Speed up wait times”
· “It works about as well as it could”
· “By making it easier to use it”
· “Fewer auto-responses, more personalization”
· “I wish it could give immediate solutions for issues”
· “Data should be up to date”
· “The user interface can be more attractive”
· “The reply speed needs to be high”
· “Have an automated system that can immediately and correctly solve common troubleshooting problems”
· “To decrease the wait time and to give multiple solutions for a problem”
· “Clear and short answers”
· “Make it more user-friendly”
· “More self-service”
· “Quicker answers that are actually helpful for more complex questions”
· “A robust integration of the Help Desk Support with the various software platforms we
use for work could make things easier”
· “Have more help desk operators
· “Make the chatbot more active”
· “More website concentration. That’s where I work, online.”
· “Better trained reps”
· “Instant response. No queue. Availability of experts.”
· “Limit the systems we have to access to solve the problem”
Our survey findings make it clear that internal help desks have room for improvement. The good news? There are solutions out there for all the problems regarding the future of work. You can read the full report in PeopleReign’s resource section.
Catie Bull
Marketing Campaign Manager at PeopleReign
Catie is a data-driven demand generation and marketing professional who has written articles on a wide range of topics for Chief Learning Officer, Training Industry, and other publications.