One of the domestic services offered by Turkcell Global Bilgi to its corporate customers, the “Digital Help Desk” offers an end-to-end remote and on-site solution to the problems faced by companies in their business processes. Employees who continue to work remotely are prevented from losing time due to mistakes.With the ‘Digital Help Desk’, which provides on-site and remote support technologies to users at home and abroad, problems are responded to in a very short time with few people. In this way, the ‘total solution time’ is shortened with the remote solution model and technology. While software problems occurring on the employee’s computer are quickly resolved remotely; On-site support is provided for hardware problems, and technical service is offered for part replacement. Frequently recurring problems encountered by the employee are identified and a radical and permanent solution is provided. Thus, business processes are not interrupted due to device problems; It provides up to 93% increase in customer and employee satisfaction.
Problems are detected early
Problems that may occur in the Digital Help Desk are also prevented by the Voice Response System (IVR) technology, another digital service of Turkcell Global Bilgi. The automation software pre-installed on the user’s device sees the problem before the user and solves the problem before the user notices it. The Digital Help Desk, which can be accessed through written and audio channels, also works in interaction with artificial intelligence. Thanks to the robot correspondence application in the system; correspondence is analyzed and a process that does not require human effort is managed by connecting to applications via automation. In addition, it solves the problem by connecting the user who reaches the system via the phone with the “speech to text” technology, which has a listening feature, to the relevant applications. Mobile device support is also offered to users in the Digital Help Desk.
Making statements about the Digital Help Desk service, Turkcell Global Information Technology Operations Deputy General Manager Cengiz Arslan said:
“As things accelerate with digitalization and remote working, the search for digital technical support and solution partners has increased in many sectors. Companies have approached digital solutions for their increasing technical support needs. On the other hand, employees who appreciate their time do not want to experience performance loss that may arise from technical and hardware problems, they want to solve these problems quickly. At this point, as a domestic solution partner with a strong digital safe; We offer unique digital services that provide solutions to our customers in a very short time. With our Digital Help Desk service, which is one of them; While increasing the solution rate of our customers by 60% in only the first 6 months, we provided both operational and indirect commercial benefits by ensuring the uninterrupted operation of business processes.”
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