By Chris Ezekiel, Founder & CEO
Talking about the end-to-end digital customer experience is nothing new. Over the past several years we’ve seen organisations take on the challenge of how to serve highly connected, always on customers. While this has certainly not been an easy undertaking, companies are now understanding the importance and necessity of providing customers with a complete digital experience and are embracing it throughout the organisation as a key part of their overall customer experience strategy.
What has been missing from this conversation for many organisations has been the end-to-end digital employee experience. The good news is that recently this has started to change, and I’m seeing a real maturity happening within organisations. Companies are now looking internally as well as externally and considering the employee point of view. They are recognising that employees needing support don’t want to find a phone to call the service desk or be constrained by the working hours of live agents any more than customers want to have that disjointed support experience. They are also realising that forcing employees to make a phone call or rely on the availability of live agents for every service desk contact is having a negative impact on overall productivity. In today’s increasingly digital workplace, the employee experience is something that organisations can’t afford to ignore.
Today Creative Virtual officially launched the newest addition to our suite of Smart Help solutions: V-Person Service Desk™. Our development of this self-service solution was in response to the growing need we saw for organisations to deliver quicker, easier service desk support for their employees without incurring the extra cost of additional live agents. In the service desk space there is a focus on shifting work left, and that’s exactly what V-Person Service Desk is designed to do. By giving employees the proper tools to troubleshoot instantly, they are empowered to self-serve, when and where they require support, without needing to contact a live service desk agent. This reduces service desk support costs while improving productivity.
Like our other V-Person solutions, the virtual agent understands questions asked in natural language and provides an instant, consistent answer every time. V-Person Service Desk is also designed to be complementary to the systems and processes organisations already have in place. It can be easily integrated with existing Single Sign-On (SSO) and ticketing systems, third party databases and live chat systems. By integrating with your SSO system, the virtual agent is able to provide employees with an extremely personalised experience based on pieces of information unique to each user, such as their name and location, which devices they have, the system they run on, and applications to which they subscribe, with no extra effort needed from the employee seeking support.
You can learn more about this service desk solution and download a product overview on our V-Person Service Desk page.