5 Effective Ways to Improve Employee Experience for A Remote Workforce
January 12, 2023 / Workelevate / 0 Comments
Automation of routine tasks paves the way to creating a self-manageable digital environment, where the system actively handles the end user queries. As we have seen during the pandemic, enterprises were struggling to provide workplace support and improve the employee experience for a remote workforce. Today, things have changed.
Here’s what’s happening –
- Hybrid work (when implemented correctly) outperforms Work-From-Home and Work-from-Office in nearly every way. – Citrix
- As per the Gartner Frontline Worker Experience Reinvented Survey 2022, 58% of companies that have frontline workers have invested in enhancing their employee experience in the past year. Additionally, around one-third of those who have not yet invested plan to do so within the next 12 months. – Gartner
- 30% of employees now work at exclusively remote companies. – Statista
Businesses across the globe are embracing the hybrid work model. One of the top priorities for IT teams today is to get remote workers up and running with no disruptions to their digital workplace experience. The question is – how a manual-only service desk can support higher ticket volumes? How can they possibly cater to crucial employee requests while also working from home?
A truly ‘ticketless experience’ is what an end-user demands. The need of the hour is to accelerate end-user-centric services using the combination of automation and live remote agents that enable 24×7 digital workplace support and avoids the surge of service desk requests.
Let’s explore how you can elevate the employee experience for a remote workforce -
1. Enabling Employee Self-Service
Orchestrating employee support services through a digital workplace service automation platform provides ultimate coverage for the most commonly occurring system faults and application issues. It performs one-click remedies, uses a rule-based chatbot and maximizes self-service, reducing service desk dependency.
Consider an example. One of the most common IT issues employees often face is system slowdown. With no technical knowledge of speeding up the system, they get often frustrated facing a sluggish laptop. It directly impacts their deliverables, and business is adversely affected. Adopting and implementing a digital workplace service automation platform initiates one-click disk cleanup, memory optimization, and disk defragmentation, speeding up the system instantaneously, without the user asking the IT service desk for help.
Another common scenario that keeps the service desk busier is when an employee forgets his password. Here, the omnichannel availability of the platform makes it self-serviceable. The user will either need to reset their password through the web from another device or use the rule-based chatbot, which means no more manual employee password requests.
A Digital workplace service automation platform seamlessly performs several common use cases like account unlocks, software installations, printer configuration, browser optimization, and system optimization. These hassle-free features help remote working employees sail smoothly through the workday without any bottlenecks or hiccups.
2. Making Systems Self-heal Themselves
Self-healing promotes a ticketless experience for employees by empowering them to take control of their system. Generally, a self-heal desktop or mobile application installed on the employee’s machine has a pre-packaged knowledge repository for autonomous remediation of incidents.
With a digital workplace service automation platform, your employees can perform one-click troubleshooters and optimize their system while periodic fixes maintain a self-healing digital environment. This reduces the incoming tickets for the service desk teams, allowing them to focus on more strategic initiatives within the organization.
3. Your workplace chatbot at work!
A rule-based chatbot enables faster ticket resolutions, automates repetitive requests and provides one-click remediations to end-users. Following an omnichannel approach, a chatbot helps an employee access support through the channel they prefer. Having integration capabilities with SaaS applications and messaging platforms, the rule-based chatbot acts as a support companion for employees working hybrid.
It reduces the dependency on service desks and empowers the workforce with robust IT performance. For businesses who have tried help centre solutions, FAQs, and live chat services before, a rule-based chatbot is a faster and more cost-friendly solution that does not deflect end-users but resolves their issues instantly.
4. Full-throttle Support with Live Remote Analysts
Adding human-driven IT support levels to the platform creates a total digital workplace experience for your employees. Connecting with live remote analysts using the omnichannel platform and getting real-time support is a game-changer as it avoids the loss of productivity. Your service desk can use the platform to address the issues live while resolving them in the first call itself.
With a digital workplace service automation platform with humanized support assistance, businesses no longer have to deal with routine issues (up to 85%) as employees can seamlessly deliver their day-to-day work. The combination of platform and live analysts meets the demand for exceptional employee support remotely. While on-site support remains the last resort for some rare incidents, the support services together resolve maximum tickets that lead to cost optimization and elevated employee experience above all.
5. Ticket Management Made Simpler
Businesses must not stop for anything, and certainly not for interruptions in the digital workplace. Managing employee experience demands an IT workforce empowered with the right tools with not just a periodically updated knowledge base for enabling – faster ticket management to resolve digital workplace requests in seconds.
As per the State of Remote Work (2022) Report, the top remote-working benefit is being able to have a flexible schedule. Along with robust support services, the end users can work from anywhere, anytime, and on any device. Businesses can realize the organization’s efficacy and profitability better by crafting an exceptional employee experience, making their remote workforce happier, smarter, and faster.
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