Blog

Let’s face it—today’s customers have higher standards than ever. They expect fast responses, seamless self-service, and support across all channels and devices. There is a greater need for efficient and advanced service desk software that can meet the new and ever-changing standards of today’s customers.

To “wow” customers in 2024, you need forward-thinking service desk software that utilizes the latest technology and best practices.

Best Service Desk For 2024 Should Look Like

Conversational Self-Service

Self-service conversations will feel more natural and intuitive through the use of evolving technologies. Chatbots and virtual agents with advanced natural language processing will understand customer issues expressed in everyday language. They will utilize machine learning to improve comprehension and responses. Knowledge bases will also proactively surface helpful content based on the customer’s questions. This automation will handle more routine support, reducing agent workloads.

• Bots will use machine learning to improve language and response capabilities.
• Knowledge bases will surface the most relevant articles and procedures based on the customer’s question.
• Predictive analytics may even proactively notify customers of solutions before contacting support.

Augmented and Empowered Agents

While bots may handle common questions in the future, human agents will remain critical for handling complicated issues. AI may serve as a collaborator to improve agents’ productivity and knowledge. AI assistants will handle information lookup, documentation, and basic troubleshooting to supplement human agents. Agents will focus on difficult emotional, and interpersonal interactions, and automation will handle routine technical issues and transactions.

• Automation technologies will handle repetitive, low-level support tasks to help agents focus on higher-value work.
• Agents will use automated tools to streamline research, documentation, and customer data analysis.
• Smart systems may provide the next best action recommendations and relevant knowledge resources to agents during service interactions.

Customized and Relevant Conversations

Utilizing customer data and automation, service desks will provide highly tailored and personalized support experiences.

• Interactions will be customized based on communication style, technical setup, location, business value, and individual preferences.
• Issues get properly routed to the right channel—chat, phone, etc.—based on user context.
• Customers enjoy personalized service despite automation.

True Partner Ecosystems

Service desks in the future will integrate with expansive human and automated partner networks to solve niche problems quickly. By utilizing ecosystems of human and AI partners, service desks can provide the necessary support for each situation. Service desks will connect customers to experts from a network to solve unique issues. Customers will have access to knowledge, skills, and capabilities through the service desk’s networks.

• Collaboration with cross-industry experts offers customers on-demand access to experts.
• Crowdsourced knowledge communities and forums provide support at an enormous scale.
• Integration of external tools and services expands service desk capabilities.

Focus on Relationships

Without transactional work in the future, agents can focus on building human connections and being advisors. Agents will be better positioned to provide personalized suggestions based on better customer understanding. Without repetitive tasks, agents can have more helpful conversations focused on the customer’s entire experience. With some automated transactions, service desks can nurture human connections and provide an emotional, supportive experience.

• Providing expert guidance and not just fixing problems.
• Driving loyalty through outstanding hospitality and relationship building.
• Moving from robotic transactions to more meaningful interactions.

The service desk continues to be a critical function for supporting employees and customers. However, the role of the service desk has evolved thanks to new technologies and approaches.  Today, the service desk is expected to be a strategic partner, a proactive problem solver, a multi-channel communicator, and a process-driven quality provider.

To meet these expectations, you need a service desk that can simplify your support. You need Vision Helpdesk! Book a demo and find out how our software can simplify your support and improve your customer engagement.