One of the main areas that often requires help desk support is information technology (IT).
Through advanced ticketing systems, users and IT teams maintain open and transparent communication about response expectations, deadlines and problem solutions.
The Challenge of Traditional Forms
Despite advances, many users still find it difficult to fill in traditional forms. Creating service channels that are user-friendly and accessible is a growing need.
The solution: Omnichannel technology
This is where Omnichannel technology comes in. This approach allows users to open calls through various channels, choosing the one that is most familiar and comfortable for them.
A Practical Example
Imagine you need to talk to your company's support department and you only have WhatsApp as a communication tool. Without multichannel technology, it would be impossible to open a ticket to resolve a technical problem. However, with omnichannel technology, you can use WhatsApp to contact the IT department. The demand is then received on a dedicated platform, allowing the IT team to control responses and deadlines efficiently.
Easy access and control
The best way to handle an IT ticket is to make it easy for the user to open it, without compromising the control needed by the technology team.
User adherence
Another significant advantage of Omnichannel technology is greater user adherence to the ticketing system. Solutions that require a fixed standard of service often face resistance, as they can be complicated to use.
Focus on the User
With technologies that prioritize the user, the relationship between technology and professional services becomes more focused on the user's needs. This creates a more positive experience and a stronger bond with the technology.
Proven benefits
Research shows that user-centered technologies have twice the acceptance compared to those that focus only on business processes and rules.
Conclusion
This integration of interests between users and companies is fundamental to building a more effective control system capable of serving everyone involved in the call process.