Employee Support: why you should prioritize it now
Employee support is no longer just an IT helpdesk or a reactive HR function. Instead, it is about giving your teams the same level of care, speed, and convenience you offer to your customers. That means seamless systems, smarter workflows, and faster answers, all of which lead to higher productivity and better results across the board.
In this post, we will explore why prioritizing internal employee support is essential, how it impacts business outcomes, and how solutions like Zendesk Employee Service are changing the game from the inside out.
What is the meaning of employee support?
Employee support is the foundation for a productive, engaged, and connected workforce. It’s about giving people the tools, guidance, and seamless help they need to do their best work, wherever they are. And in today’s business landscape, that makes all the difference.
According to Zendesk, 86% of IT leaders say improving employee support has become a higher priority over the past three years. Moreover, it now reaches the same level of importance as data privacy, security, and even customer service.
What is behind this shift? Companies are realizing that delivering seamless internal employee experiences goes far beyond simply meeting employee expectations. It directly impacts critical business metrics such as retention, satisfaction, and productivity, results that no organization can afford to overlook.
Therefore, employee support is not just a service but a strategic investment in business success.
Boosting employee experience with AI
One of the most powerful tools to elevate employee support today is Artificial Intelligence. AI is transforming the workplace by optimizing workflows, improving work quality, and driving innovation across teams.
To scale and deliver faster, more accurate employee service, IT leaders are increasingly turning to AI. For example, 85% of IT leaders plan to implement or enhance AI solutions for employee service experiences, according to recent research by Zendesk.
With the right tools in place, support agents and internal teams can focus on strategic, sensitive, and high-impact tasks. Meanwhile, AI handles repetitive processes, responds to common questions instantly, and keeps operations moving efficiently in the background.
As a result, this shift does not just improve speed and scale; it creates space for more human, high-value work.
Top benefits for employees when EX becomes a priority
When companies invest in employee experience, employees feel the difference every day.
Firstly, support becomes easier to access, questions get resolved faster, and there is less need to chase answers or repeat information. That means less stress, fewer bottlenecks, and more time, as well as mental space to focus on meaningful work.
Secondly, it helps reduce overload. With smarter systems in place and AI taking care of repetitive tasks, employees can concentrate on what really matters without being constantly interrupted or stretched thin.
Additionally, when employee experience is taken seriously, it has a direct impact on overall morale. People feel heard, supported, and empowered, which creates a more positive and engaged workplace.
In the end, better employee support means a smoother, calmer, and more empowering work experience.
Zendesk Employee Service: support that works from the inside out
Delivering great employee experience doesn’t have to be complicated; it has to be connected. That’s where Zendesk Employee Service comes in.
Built on the same platform trusted by customer service teams around the world, Zendesk empowers internal teams like IT, HR, and Finance to deliver fast, consistent, and personalized support to employees.
Everything happens in one place: tickets, knowledge base, self-service tools, and AI-powered automations. Employees can get help through the channels they already use: Slack, Microsoft Teams, email, or a centralized help center, without jumping through hoops.
Zendesk Employee Service also includes powerful features designed to streamline and enhance internal operations, such as:
- Approval workflows for efficient and secure request handling
- Service catalogs to guide employees to the right resources and actions
- Task lists to manage and track employee journeys end-to-end
The result? Less friction, fewer delays, and more autonomy for everyone.
Zendesk Employee Service brings the best of customer experience to the employee journey, helping companies take care of their people so their people can take care of the business.
Taking employee experience to the next level with Zendesk and Aktie Now
Delivering exceptional employee support requires more than just technology; it demands trusted partnerships that truly understand your business and your people.
Aktie Now is proud to be a Zendesk Premier Partner and an expert in customer experience solutions across Latin America. Together, we bring cutting-edge tools and deep expertise to help companies transform how they support their employees.
Our partnership has been recognized with the Zendesk Partner of the Year 2024 award, which is a testament to the results we have driven for our clients, including Magalu, Electrolux, and Tramontina.
With Zendesk’s powerful platform and Aktie Now’s proven experience, your company can create a seamless, human-centered employee experience that fuels productivity and growth.
Let us take care of your people, so they can take care of your business. Contact us today.
