Who has used an auto attendant for helpdesk work?

Question

Helpdesk

Colleagues, good afternoon!
There was a need to make a "buffer" between the user and the support. My support is engaged in both receiving calls, and processing them, and even other works. Therefore, there is an internal conflict between receiving an appeal and other work.
I want to use the Auto Attendant to record user requests in the event that a support employee cannot pick up the phone. For example, here is such a complex: www.sprobot.ru/index.htm
the user calls and if no one picks up the phone, the user writes his message to the answering machine. When the support employee is released, he listens to the recording and makes a decision.
Tell me, do you use such solutions if it is not possible to ensure continuous acceptance of applications from users? If you use, what are the "pitfalls"? How do users perceive such a buffer? Are they comfortable or have complaints. please share your experience.

Answer 1

If this is of interest to someone, I would not pour out my soul to the robot. From support I want live, human communication.
Uralsky A.

Answer 2

To be honest, none of my friends leave an application for an answering machine with providers.
It’s easier to somehow do technical support from 7 am to 12 am.

Answer 3

It strongly depends on the nature of the tasks solved by the support. If this is something standard, in which the client is not competent, and the support can solve the problem without the participation of the client (like “I lost my Internet”), why not. The client does not need to strain, trying to tell the handset things that are incomprehensible to himself (while still not making a fool of himself), and the operator does not need to listen and try to make out this nonsense. Here the barrier, in the form of a simple voice menu, is perceived adequately by everyone.
If direct contact between the client and the operator is necessary, then such things only cause irritation - the support must answer immediately and quickly, and be stupid, calling back when the client is already at a meeting (in the cinema, outhouse, at his mistress, ...).
PS: didn't follow the link)

Answer 4

In a corporate support that has IT specialists in support, it’s better to put a regular answering machine with the message: “Sorry, the specialist cannot answer your call, please leave your number and they will call you back.” Do you need it so that all employees spend hours figuring out the menu hierarchy and spending 10 minutes each reporting that their mouse does not work or the cartridge is over? Employees don't need it, and neither do you. IMHO, of course.