What is HR Help Desk?

HR help desk software is an application or HR service portal that streamlines, standardizes and manages employee issues and requests. Anytime your employees have questions concerning company policy, their benefits, payroll, or anything else your HR team manages, this type of software saves time and allows team members to request help through a help desk platform.

Without HR help desk software, employees have to send and sift through a bunch of emails just to get an answer to a simple question or get some HR support on an important matter. Emails take time, and sometimes employees don’t have time, especially when they need to request medical leave.

The bottom line is that HR help desk software streamlines internal operations by prioritizing employees’ needs. You can use the software to provide a self-help portal, automate responses to common questions, and more.

In this video, we demonstrate how Aisera’s AI help desk efficiently addresses employee inquiries about their 401K and seamlessly connects them to a human agent when necessary.

When you implement HR help desk software, you’ll be streamlining your HR process and improving employee experiences and drive engagement at the same time. Part of the reason employees become disengaged is because they have to jump through frustrating hoops to get answers and solutions to their problems. When your employees become frustrated, they’re likely to start looking for another job.

There are three ways frustrated employees negatively impact your business:

• Loss of productivity
• Loss of profitability
• Higher rate of absenteeism

Disengaged, frustrated employees lack loyalty and hurt your bottom line. Some companies lose billions of dollars just to absenteeism alone. However, this problem can be solved by implementing a cloud-based HR help desk software.

When you standardize the way HR receives, processes, and responds to employee requests, your team will be happier, productivity will increase, and the streamlined process will make them feel like a priority leading to higher employee satisfaction (ESAT).

HR help desk software is generally comprised of three components:

• An HR ticketing system
• A knowledge base
• Powerful analytics

These three components make up a powerful tool your HR department needs, and here’s why.

1. HR help desk software helps you identify recurring issues

When you have multiple support requests flowing into your help desk, you have the opportunity to spot patterns in the type of requests employees are submitting.

When the same question comes up multiple times, you’ll know which issues need to be addressed at the root. Instead of your team wasting time always handling the same issue, you can be proactive by implementing standards and processes to eliminate the issue outright.

2. You can’t manage a high volume of HR requests manually

The days of manually managing HR requests are over. It was never that easy to begin with, but today’s HR departments manage far more employee processes than in the past. This means you don’t need a large company to become overwhelmed with HR requests. If you spend your time handling these requests manually, you’ll be wasting payroll dollars.

When you need to manage a high volume of employee requests, the ideal solution is to use HR help desk software. The best software will automate basic tasks like routing each request to the right person, sending out automated emails to ask if the problem has been solved, and closing tickets that have been abandoned. Just automation alone will save you a significant amount of money.

3. HR help desk software keeps employees engaged

Engaged employees are the key to efficiency because they tend to be loyal and committed to doing a great job. On the other hand, disengaged employees tend to become lazy and let things slip through the cracks. For example, a disengaged employee is likely to show up late, perform far below their capabilities, and miss deadlines.

All of these things have a negative impact on your bottom line and can also affect your reputation and customer satisfaction. For instance, if your customer support or service team is disengaged, your customers will get the short end of the stick when they request help.

Employees become disengaged when they feel like they aren’t a priority or when just doing their job becomes frustrating. For instance, one of the most common ways employees become disengaged is when they put in a request for personal time off far in advance, and they never hear back about their request. Meanwhile, they’ve been waiting to buy plane tickets and now they have to pay more. In the end, their request was approved, but someone forgot to let them know.

Another problem with time off requests is that sometimes requests aren’t honored in the order they were submitted. In this case, when two people request the same days off, the first person who submitted their request gets denied while the second person gets the time off. This type of situation can make employees bitter and indifferent to your company.

HR help desk software helps you manage time-off requests in the proper order in which they were received and helps you avoid these types of mistakes. It also helps you respond to requests quickly and clearly, which makes employees feel valued.

Watch this video for a real-world example of AI-powered HR Help Desk Software in action.

If you’re ready to implement an automated HR help desk system within your business, we have what you need. Our AI-powered digital help desk solution is perfect for businesses that need to manage and streamline HR processes from employees.

The Aisera AI service experience (AISX) platform is exactly what you need to help your HR department stay on top of employee requests. Our HR help desk solution will make it easy for your employees to get the support they need faster, without having to chase an endless back-and-forth sea of emails. See Aisera in action by scheduling an AI demo today!