From the course: AI Solutions and Techniques for Help Desk Operations

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Integrating proactive strategies into workflows

Integrating proactive strategies into workflows

From the course: AI Solutions and Techniques for Help Desk Operations

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Integrating proactive strategies into workflows

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- [Narrator] The value in proactive communications and how to implement them were covered in the previous video. Now it's time to consider how to integrate those into help desk workflows. First, you'll need to develop a framework. Start by getting a good understanding of your current help desk processes. Map out processes in order to see them clearly. For example, you may want to map out the workflow of how tickets are received, triaged, resolved, and closed. From that point, you should be able to identify friction points like reoccurring issues, long resolution times, or frequent user complaints. Analyze historical ticket data to spot problem trends, such as common software bugs, frequent hardware failures, or user errors. Tools like ticketing system reports, or analytics dashboards can help. Be sure to establish clear objectives, which will guide your next steps. And whatever goals you set make sure they align with the broader customer service strategy, and with business objectives.…

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