In May 2016, Adam Hale, now CEO of Sage People, stated that “organizations invest millions in building their customer engagement strategies but rarely know much about their employees.” This is now more relevant than ever.
It is a no-brainer that organizations that invest in employee engagement see huge improvements to their customer experience. Satisfied employees equal satisfied customers. How/where can you start with improving employee experience?
You can simplify your IT & HR operations with the ticketing system, self-service portal, and knowledge-base that IT & HR support and service management solutions that Manage Engine Service Desk provides, but you can make your IT & HR operations even simpler and faster with AI-powered contextual chatbots with automated workflows that enable 24×7 conversational self-service for your employees on your business’ communications hub like Slack or Microsoft Teams.
Manage Engine Service Desk Plus is a game changer in transitioning IT teams from day-to-day firefighting to providing excellent customer service. It gives high visibility and centralized management when dealing with IT problems, ensuring that organizations have minimal downtime.
Manage Engine Service Desk Plus chatbots use Natural Language Processing to understand a user’s intention or utterances for initiating a conversation with them and extract required data from a user’s query and pass it to the automation to resolve the user’s issue in real-time. So, think of how intelligent chatbots work, but with the Manage Engine Service Desk Plus chatbot, it can not only have those benefits but also extend the functionalities of the Manage Engine Service Desk Plus tool using advanced integration and workflows.
Manage Engine Service Desk Plus is a robust help desk and asset management software that offers help desk agents and IT managers with an effective framework for monitoring and managing the assets and IT requests made by users of an organization’s IT resources. The IT help desk plays an essential role in the delivery of IT services. It is often the first point of contact people have with IT Services when something does not function as anticipated. Help-seeking end-users have a single point of contact at the IT help desk. Without this, a company would likely incur losses owing to the inefficiency
Asset Management and IT Request Tracking are the two primary objectives of Manage Engine Service Desk Plus. Using the following Service Desk modules, technicians and system administrators may quickly address complicated problems, reducing end-user irritation caused by a time-consuming issue-resolution procedure. Using asset management, they may also keep track of the organization’s demands and proactively distribute resources to the appropriate users/departments, enhancing the organization’s productivity.
A Manage Engine Service Desk Plus chatbot can be quite helpful not just for your users but also for the agents, as it helps automate user interactions on repetitive tasks and helps your team focus on more important and complex tasks that require human touch.
With the Manage Engine Service Desk Plus chatbot, you can effortlessly set up Manage Engine Service Desk Plus workflow automation like:
- Creating a request
- Updating a request
- Retrieving details about a request
- Retrieving a list of all requests
- Deleting a request
- Adding a request note
- Updating a request note
- Retrieving details about a request note
- Retrieving a list of all request notes
- Deleting a request note
Workativ Assistant is an AI-powered no-code platform for building contextual chatbots with automated workflows for business apps. Workativ Assistant’s chatbots can be easily added to you Slack/Microsoft Teams workspace so that your employees can self-serve their IT issues on-the-go, anytime.
Integrating Manage Engine Service Desk Plus with Workativ Assistant ensures your employees get the IT/HR support they’d love.
No Code — Free Service Desk Plus Chatbot — Get Started
With Workativ Assistant, you can effortlessly set up Manage Engine Service Desk Plus workflow automation like:
Creating a request — Navigating through the convoluted menus of a self-service portal to create an IT request can be frustrating for employees. Get rid of this by offering your employees conversational IT self-service with Workativ Assistant’s chatbots.
Updating a request — Workativ Assistant’s Manage Engine Service Desk Plus chatbots allow your help desk agents to update the status of an IT request from the comfort of their chat channel.
Retrieving details about a request — Allow your employees to conversationally retrieve details about their request from Manage Engine Service Desk Plus with Workativ Assistant’s chatbots. Employees can know details like the status of their request just by having a quick chat with a Workativ Assistant chatbot.
Retrieving a list of all requests — Enable your help desk agents to retrieve a list of all the requests they got from employees to plan their day out with Workativ Assistant’s AI-powered chatbots/conversational AI.
Deleting a request — Deleting a request can never be this easier. In case an employee accidentally created a request, they can delete it tension-free by asking Workativ Assistant’s chatbots to do it for them.
Adding a request note — Help desk agents can add notes to requests easily with Workativ Assistant’s chatbots so that whenever they hand over a request to another agent, everyone will be in the loop
Updating a request note — Update a request note just by telling Workativ Assistant’s chatbots what to update. As simple as that.
Retrieving details about a request note — Allow help desk agents to retrieve details about a request note from the comfort of their Slack/Microsoft Teams channel with Workativ Assistant’s chatbots there.
Retrieving a list of all request notes — With Workativ Assistant’s chatbots, agents can retrieve a list of all request notes with no hassle or extra steps like logging in and out of their Manage Engine Service Desk Plus portal.
Deleting a request note — Agents can delete a request note if they’d want just by conversing with Workativ Assistant’s chatbots on their business’ chat hub. These are some of the things you can automate when you integrate Manage Engine Service Desk Plus with Workativ Assistant. Why stop here when you can do more?
When you sign up for Workativ Assistant, you’ll be required to name your workspace. You can provide the name of your organization as a workspace name.
Download a prebuilt Manage Engine Service Desk Plus bot from the bot Marketplace
So that’s all there is to the initial set up of your workspace. Next, let’s download Manage Engine Service Desk Plus workflows
Lets download the Manage Engine Service Desk Plus app workflow from the marketplace.
Click on Download from Marketplace
Select the Manage Engine Service Desk Plus application
Select the app workflow
Connect with your Manage Engine Service Desk Plus account
Test the app workflow
Add app workflow to the dialog conversation
Select the workflow
Provide the inputs & save it
Test your Manage Engine Service Desk Plus chatbot
The benefits of integrating Manage Engine Service Desk Plus with Workativ Assistant are countless. Let’s take a look at some of them.
No more repetitive calls/tickets to the help desk or HR. With Workativ assistant’s Manage Engine Service Desk Plus chatbot, you make sure your employees don’t have to wait on endless calls to get what they’re looking for, which in turn leads to your help desk agents’/ HR personnel’s productivity increase, letting them concentrate on the complex tasks at hand that requires a human touch.
2. 24×7, on-the-go, conversational IT/HR support
Since Workativ Assistant’s Manage Engine Service Desk Plus chatbot will be added to your business’ Slack or Microsoft Teams workspace, you enable your employees to take care of their IT/HR needs themselves from the comfort of their chat hub on their laptop/mobile phone, on-the-go. They don’t have to log in multiple times into static portals to do the same.
3. Creating a synergy between existing apps
Like with the Active Directory Service Desk Plus integration, Office 365 Service Desk Plus integration, Jira Service Desk Plus integration, or Outlook Service Desk Plus integration, you can combine your other business apps creating an automated workflow that does much more with those apps in just a single run.
4. Better ROI
By making Workativ Assistant’s chatbot a part of your business’ internal IT support, you ensure that you get the best ROI on your business’ internal workplace support by deflecting unnecessary calls/tickets to help desk/HR, thereby improving overall employee morale.
In conclusion, the Manage Engine Service Desk Plus Chatbot offers several benefits for companies looking to improve customer service & employee service.
Build an AI bot for your workplace in minutes with no coding required using Workativ. Workativ is a FREE no-code SaaS platform that enables businesses to design, automate, and implement conversational AI chatbots in under 60 minutes. Try our Service desk Plus chatbot for FREE.
Disclaimer: This article was originally published here.