The Aon Helpdesk is a critical component of Aon's commitment to delivering exceptional service to its clients. As a leading global professional services firm, Aon provides a wide range of risk, retirement, and health solutions to its customers. The helpdesk plays a vital role in ensuring that clients receive timely and effective assistance with any issues or concerns they may have. In this article, we will delve into the details of the Aon Helpdesk, its features, and the benefits it provides to clients.
Overview of Aon Helpdesk
The Aon Helpdesk is designed to provide fast and friendly assistance to clients, offering a single point of contact for all their queries and concerns. The helpdesk is staffed by a team of highly trained and experienced professionals who are equipped to handle a wide range of issues, from simple inquiries to complex technical problems. The helpdesk is available 24⁄7, ensuring that clients can access assistance at any time, from anywhere in the world.
The Aon Helpdesk is built on a robust technology platform that enables efficient and effective issue resolution. The platform provides a range of tools and features, including incident management, problem management, and knowledge management, which enable the helpdesk team to quickly diagnose and resolve issues. The platform also provides real-time reporting and analytics, enabling Aon to continuously monitor and improve the performance of the helpdesk.
Features of Aon Helpdesk
The Aon Helpdesk offers a range of features that make it an indispensable resource for clients. Some of the key features include:
- Multi-channel support: Clients can access the helpdesk through a range of channels, including phone, email, and online chat.
- Personalized support: The helpdesk team provides personalized support to clients, taking the time to understand their unique needs and concerns.
- Technical expertise: The helpdesk team has extensive technical expertise, enabling them to quickly diagnose and resolve complex technical issues.
- Knowledge base: The helpdesk has access to a comprehensive knowledge base, which provides detailed information on Aon’s products and services.
| Feature | Description |
|---|---|
| Incident Management | Enables the helpdesk team to quickly diagnose and resolve issues |
| Problem Management | Enables the helpdesk team to identify and resolve underlying problems |
| Knowledge Management | Provides the helpdesk team with access to a comprehensive knowledge base |
Benefits of Aon Helpdesk
The Aon Helpdesk provides a range of benefits to clients, including:
Improved responsiveness: The helpdesk is available 24⁄7, ensuring that clients can access assistance at any time. This enables clients to quickly resolve issues and minimize downtime.
Increased efficiency: The helpdesk team is equipped to handle a wide range of issues, from simple inquiries to complex technical problems. This enables clients to quickly resolve issues and focus on their core business activities.
Enhanced customer experience: The helpdesk team provides personalized support to clients, taking the time to understand their unique needs and concerns. This enables clients to feel valued and supported, which can lead to increased loyalty and retention.
Performance Analysis
The performance of the Aon Helpdesk is continuously monitored and evaluated, using a range of metrics and key performance indicators (KPIs). Some of the key metrics used to evaluate the performance of the helpdesk include:
- First call resolution rate: The percentage of issues resolved on the first call.
- Mean time to resolve: The average time taken to resolve issues.
- Client satisfaction rating: The overall satisfaction rating of clients with the helpdesk service.
| Metric | Target | Actual |
|---|---|---|
| First Call Resolution Rate | 80% | 85% |
| Mean Time to Resolve | 2 hours | 1.5 hours |
| Client Satisfaction Rating | 90% | 92% |
What are the hours of operation for the Aon Helpdesk?
+The Aon Helpdesk is available 24/7, ensuring that clients can access assistance at any time.
How do I contact the Aon Helpdesk?
+Clients can contact the Aon Helpdesk through a range of channels, including phone, email, and online chat.
In conclusion, the Aon Helpdesk is a critical component of Aon’s commitment to delivering exceptional service to its clients. The helpdesk provides fast and friendly assistance, offering a single point of contact for all client queries and concerns. With its robust technology platform, multi-channel support, and personalized service, the Aon Helpdesk is an indispensable resource for clients, enabling them to quickly resolve issues and minimize downtime.
