Running a MSP practice is hard work. Keeping customer satisfaction is critical – and it starts with excelling at service desk. Every interaction is an opportunity to move the needle forward. It’s also an area of the business where we rely too much on lagging indicators – the survey result – the CSAT score.
What if we could score active and open tickets – to determine which ones are likely not going well – so that a service desk manager could intervene and course correct those issues before it’s too late?
This is precisely what our new service desk manager solution offers. Our proprietary AI technology reviews and analyzes each ticket based on a six point system:
- End User Sentiment: Understanding the mood and satisfaction level of the user, ensuring any negative sentiment is flagged for immediate action.
- Communication Cadence: Monitoring the frequency of interactions between the service desk and the user to prevent delays.
- Communication Clarity: Ensuring that the information exchanged is clear and easily understood to avoid miscommunications.
- Disruption to Workday: Evaluating how much the issue is impacting the user’s productivity, prioritizing tickets causing significant disruptions.
- Empathy: Gauging the level of empathy shown by the service desk team, which is crucial for user satisfaction.
- Engineer Competence: Assessing the effectiveness and expertise of the engineer handling the ticket to ensure the right skill set is applied to each issue.
Beyond Identification: Actionable Insights & Communication Plan
Our AI doesn’t stop at identifying problem tickets. It goes a step further by summarizing the ticket, suggesting next steps and action plans, and even drafting a suggested customer communication. This means your service desk managers can swiftly move from problem identification to problem resolution with minimal effort.
At xop.ai, we believe in harnessing the power of AI to transform service desk operations. Our new service desk manager solution is a testament to this commitment, providing your team with the superpowers they need to excel. Embrace the future of service desk management with xop.ai and see the difference for yourself. Stay ahead of the curve, empower your team, and elevate your service desk capabilities to new heights with xop.ai’s revolutionary AI solutions. Experience the superpower of AI today! For more information about our new service desk manager AI solution and how it can benefit your organization, visit https://xop.ai/msp to learn more and to schedule a demo.
