Improve Support Workflow With Microsoft Teams
Integrate Your AI-Driven Help Desk With Teams
Enterprise service desk displays welcome card (adaptive card) within the MS Teams application
Chat with your service desk using Microsoft Teams and build chatbots, FAQs, and route to agents - all using a SaaS application
Introduction: Exploring the Benefits
Many of our customers come to us with the requirement ‘our employees spend a lot of time using Microsoft Teams, can we also use Microsoft Teams to allow our employees to chat with our service desk?’ Chime V5 is designed to allow employees to use Microsoft Teams to quickly connect to your enterprise service desk - and use AI to help with common questions.
Before delving into the details of how to use Microsoft Teams as a help desk, let's first understand the reasons behind utilizing this platform. Microsoft Teams offers some advantages, including:
Seamless integration: By using Microsoft Teams, employees can seek support without having to switch to a different application. This is particularly beneficial as Teams is already widely utilized for chat, meetings, and collaboration.
Simplified ticketing process: Unlike traditional methods, employees no longer need to create tickets and wait for help. Instead, they can initiate a chat to receive immediate assistance. The service desk will then handle the routing process, directing queries to appropriate agents or providing self-service options through artificial intelligence.
Ease of deployment for IT managers: The integration of the service desk within Microsoft Teams simplifies the deployment process for IT managers. Service desk solution can be deployed to Teams environment to all employees within organization quickly from Teams Admin Dashboard. Pin the service desk app to Teams navigation to make accessing it just one click away.
No training required for end users: Another benefit of using Microsoft Teams as a help desk is that end users do not need any additional training. Since Teams is already a familiar platform for most employees, they can easily navigate and use the service desk without any learning curve. This eliminates the need for extensive training sessions, saving time and resources for IT managers.
How to use Microsoft Teams as help desk for your organization
Design your help desk workflow
Picture a scenario where a user seeks assistance. What happens afterwards? The key to providing effective support lies in having a well-structured help desk workflow. The task is to establish a system that seamlessly handles questions, directing them to the appropriate agents or providing self-service alternatives. It might be beneficial to collect essential information before redirecting to AI or live agents. The capability to personalize this procedure is crucial, guaranteeing that it perfectly matches the needs of your organization.
Integrate your help desk with your ticketing system
Typical ticketing procedures usually require manual actions, which can cause delays. The objective is to smoothly combine your customer support platform with your ticketing system. The aim is to make it extremely easy to create tickets, whether it occurs before a chat or automatically following a conversation. As a result, customers receive faster assistance without the inconvenience of manually inputting data.
Connect employees to designated service desk agents
One important aspect that your help desk should offer is the ability to direct users to the appropriate support agents. It is essential to have skilled agents who can effectively handle specific issues. Your help desk will have the capability to direct users to agents based on their expertise. For instance, when it comes to inquiries about resetting passwords, they will be connected to agents with expertise in "IT Problems," or users should be connected with agents who can communicate in their preferred language. This efficient routing system guarantees that users receive prompt and best assistance.
Conclusion
In conclusion, integrating help desk with Microsoft Teams can greatly improve your organization's help desk system. By utilizing the familiar platform of Teams, employees can easily navigate and use the service desk without the need for extensive training.
To effectively use Teams as a help desk, it is important to design a well-structured conversational chat workflow that seamlessly handles user questions and directs them to the appropriate agents or self-service options. Additionally, integrating the help desk with your ticketing system can eliminate delays and make it easy to create tickets.
Lastly, connecting employees to designated support agents based on their expertise or preferred language ensures that users receive prompt and efficient assistance. Overall, ChimeV5's integration with Microsoft Teams provides a streamlined and efficient help desk solution for IT managers looking to improve their organization's support system.