Prabhjinder Bedi
Chief Growth Officer - Business Process Services
Tech Mahindra

Businesses are evolving and adapting to the ever-changing technological landscape; there is a growing need for a next-generation service desk to support their operations effectively. To achieve this, organizations must focus on scaling their business operating model and leveraging advanced technologies to provide their customers a seamless, efficient, and personalized service experience.

Typically, service desk support is attributed by first-line support through employees. And it goes without saying that this siloed approach can pose challenges like high call volumes, long waiting times, repetitive tasks, and poor first-call resolution. Many service desk agents still read through a script to answer customers’ questions and move the customer on to second or third-line support only when expertise is needed.

An intelligent service desk consist of tools that seamlessly integrate with support systems to empower employees as well as customers while improving CX standards. Let’s talk about the top service desk trends that businesses across the world are observing.

1. Service Desks to Support Hybrid Teams

The post-pandemic work models have created the need for service desk technology that supports hybrid teams with employees working in different environments. The right service desk tool must be able to adapt to all machines either in office or in some other location. And this must include support tool integration with mobile devices.

An advanced service desk solution will be ideal for both employees working at home and office. This is an added advantage for companies that use flexi work models, which may also require connecting the service desk to employees’ own machines. They can successfully lower the overall operating costs while increasing support availability for customers.

2. Self-Service Chatbots and Knowledge Base

AI-powered chatbots and predictive analytics can streamline service desk operations and provide faster and more accurate responses to customer queries with personalized experiences. By blending components like AI, machine learning and cognitive capabilities, this technology enables flawless customer interactions where customers can instantly get a valid response.

Chatbots and knowledge base do not only have the potential to dramatically reduce the call volume but a solution like this can also improve the rate of resolution right during the first contact.

3. Automation to Eliminate Repetitive Tasks

Using high-value employees for low-value tasks is one of the biggest mistakes that companies can make, irrespective of the process. But with the business process automation, they can streamline and manage repetitive tasks without human intervention. For example, all staff members can be sent automated reminders when they need to follow up with a customer. Similarly, automated responses can be sent to update customers when tickets are resolved. Automation can also enable identifying customer complaint trends so issues can be prioritized. The applications of automation in customer care support are truly admirable.

4. A Wide Range of Support

In the support ecosystem, immersive experiences effortlessly stand out. Therefore, we are looking forward to a completely digitized solution that supports both customers and employees. Your modern helpdesk may consist of video guides to walk customers through a process. Similarly, you may introduce instant escalation options so customers can request a call back. Virtual reality guides are also looking like they may have a huge impact on the customer support industry. Wouldn’t it enhance customers’ experiences multifold when a VR guide walks them through troubleshooting tasks and user manuals, mirroring one-on-one support? The better the range of support available, the more high-quality care you can offer to your customers.

Tech Mahindra’s Service Desks of the Future

The growth of cloud technology and shadow IT along with post-pandemic work models encouraged initiatives such as bring your own device (BYOD), corporate-owned, personally enabled (COPE), and choose your own device (CYOD). So, at Tech Mahindra, we leveraged our global footprint and capabilities to offer NXT gen service desk that supports all technology.

Hosted on cloud, our desk solutions enable virtual agent and chatbot implementation so there is a significant reduction in call volume. Our intelligent service desk features the use of automation, which resolves customer queries in the shortest span of time, thus enhancing the customer service experience. Our key offerings include:

  • Automation of service catalog items
  • Service desk consolidation; availability on any device in the world
  • Multilingual support automation to maintain global service delivery standards
  • Performance dashboards and personalized views for CIO, directors, and project managers

Our state-of-the-art solution helps stakeholders to achieve a hybrid approach of work-at-home and on-premise flexi staff to manage volumes in unpredictable times. Remote communication suite with persistent chatrooms enables remarkable customer experiences. Similarly, the comprehensive framework supports customer service operations as well as detailed analysis of agent performance and effectiveness.

Our service desks of the future are part of Tech Mahindra’s NXT.NOW framework that is designed to transform processes with CX at the heart. If your business places high importance on seamless processes and flawless customer experiences, then it is time to integrate our next gen support desks into your systems.

About the Author

Prabhjinder Bedi
Chief Growth Officer - Tech Mahindra Business Process Services

Bedi has over two decades of experience involving launching start-up ecosystems, scaling-up businesses, and successfully taking products and services to market across industry verticals, spanning telecom and media, hi-tech/new economy, financial services, retail and consumer goods, manufacturing, and life sciences. Having spent over 16 years at Tech Mahindra, Bedi is currently responsible for taking our existing and new-age service offerings to global markets and adding meaning to our shareholders, partners, and customers. Bedi is a bachelor’s in engineering from IIT, Benares and a Master of Business Administration (MBA) from IIM Calcutta.