By Interactive Northwest, Inc.
It’s not uncommon to pick up the phone in an attempt to solve a problem. Even within a company, employees frequently make a call when they want a new version of a computer program, to reset a password, or to report a network outage. For most organizations, handling such questions requires an internal helpdesk infrastructure and the active assistance of an agent. While some issues take more time and expertise to solve, others are of a constant, more predictable nature.
“Can you reset my password?”
Organizations spend a lot of time and resources on this regularly occurring request. Consider this real-world example: a major healthcare provider with 33,000 employees experiences an average of two calls per employee per year just to reset their passwords. At an average cost for password reset of $10 per call, these calls alone cost the company $132,000 a year.
With an effective automated password reset program like INI IDReset™, employees are able to answer personal challenge questions to reset their own passwords without the involvement of an agent, saving valuable time for the employee and resources for the company.
“Is the network down? I can’t access it.”
Most of the time, a question like this is easily answered with a short status update. A dynamic messaging product like INI Alert Messaging™ allows administrators to configure alerts on the fly, informing the employee without the need to speak with an agent. A simple but elegant solution, INI Alert Messaging allows helpdesk supervisors to deflect calls during high-volume incidents, resulting in a win-win for both users and agents.
“I’m getting an error message when I try to install the software.”
Error messages, installation instructions, and how-to directions consume an inordinate amount of helpdesk resources. Lengthy descriptions, often given step-by-step, must be repeated by the agent until the employee’s issue is solved. But with a configurable menu product like INI AudioMenus™, Frequently Asked Questions are easily offloaded to the IVR. INI AudioMenus puts employees in control of the process, allowing them to navigate one message at a time, replaying each as needed. Administrators can adjust menu options based on seasonality or popularity, ensuring that employees always receive the most relevant information.
“I can’t find the answer I need. HELP!”
Of course, not every request can be handled by automation. For those times when employees simply must speak with someone, a popular proactive solution for the helpdesk is a callback product like INI SureConnect™. For helpdesks plagued by long hold times, callback applications reduce employee frustration by giving employees the option to be called back rather than waiting. This allows employees to get back to work while maintaining their place in queue, and enables the helpdesk to more effectively balance spikes in call volume. Best of all, according to research by Forrester, 75 percent of customers find the option of callback “highly appealing”, giving callers what they actually want.
With effective automation in the IVR, both your employees and your helpdesk will benefit, freeing up agents to take care of important matters, while providing significant time savings for busy employees. Whether it’s an alert messaging product, automated password reset, dynamic FAQs, or a callback product, INI has you covered with an innovative call center solution that will exceed expectations, increase ROI and wow your users. Schedule a consultation and begin improving your helpdesk efficiency today.