3 Best Help Desk Software with Buyers Guide
Complete solution for tickets & support-related processes Hosted online solution Provides solutions for Ticket Email Social Media Live Chat Self-Help Knowledge
Solutions to CRM E-mail Marketing Live-Chat Helpdesk Push Notification Web/Browser FAQ All-In-One Customer Engagement Support platform to get new engaging leads
Business to Business. All industries except FMCG. Web-based system that offers activity and diary management, quotes automation, opportunity tracking, contact and document management
Help Desk Software
Help desk software lets organizations respond to users more efficiently. These systems help in reply to technical and functional questions by providing improved methodologies for ticket tracking, IT management, and customer service support.
By integrating the elements, help desk software improves customer service departments’ capability to offer speedy and practical support to employees, end-users, and customers. Offer desk system also facilitates the flow of new information from users, contributing to an organization’s existing knowledge base. Help desk software is also called IT ticketing systems.
Benefits of Help Desk Software
Increase customer satisfaction: Increased satisfaction leads to a better overall product, increased customer loyalty and retention, and more revenue. One of the crucial ways to get customer satisfaction is improving the overall client service experience. Help desk system helps ensure that customers receive focused, tailored support and that their issues don’t fall through the cracks.
Improve employee productivity: When used as an internal IT support tool, help desk system can ensure more up-time for in-house technology systems and help the IT team better track and manage incoming requests for help. Research shows that help desk systems impact ticket resolution time, agent productivity, and agent job satisfaction.
Features of Help Desk Software
Knowledgebase management: A searchable repository of typical questions/issues and prior resolved problems that can be generally available to all the customers or reserved for internal use.
Ticket/issue tracking: Tracking interactions and automating the issue resolution process.
Alerts/escalation: Automating email or SMS alerting to ensure urgent issues are communicated promptly, while increase allows reps to advance the problems to managers.
Self-service portal: Offers customers and employees to track their tickets, solving issues themselves via the knowledge base, and communicating with service agents.
Service level agreement (SLA) management: Creating, tracking, and applying the correct service level agreement to the right customer or site.
Cost of Help Desk Software
Most of the products available in the market are priced on a “per agent, per month” basis, and can be broken down into three pricing tiers based on their starting price. A premium plan is priced higher than basic ideas generally have additional features.
Points to Ponder during Help Desk Software
Integration with existing customer tools: If the company already has a customer relationship management (CRM) system in place, make sure any help desk system user wants to have compatible with that system. If the systems can not coordinate, not only will you duplicate effort, but you might lose data when toggling between modes.
Try before buying: As with any software purchase, take advantage of trial periods and free training before making a financial purchase. Many help desk packages are entirely cloud-based, allowing a more easy test drive.
Be realistic about your budget and the total cost of ownership: The business software of help desk software is not particularly expensive in comparative view. But don’t have that lull you into thinking it’s cheaper than it is. The help desk software buyers spent a lot in a year than expected. Be sure to research the total cost of ownership before committing to any system.
Help Desk Software Trends
A large portion of the changes and advances happening within the customer service and assist industries are related to helping desk software. The help desk technology trends to understand to future proof the buy:
Conversational user interface and maintain desk chatbots: Alexa and Siri have popularized the idea of a conversational user interface—using the voice and natural language to control a computer and retrieve information from one. While customer service teams are already using chatbots and other time-saving tools, expect to see more support for voice-based AIs that offer clients solve their issues and access knowledge base resources. Small and midsize businesses (SMBs) are using or plan to use conversational user interfaces within the next one to two years.
AI and “anticipatory customer service”: AI and machine learning are hot topics in the industry right now, and have some intriguing applications in the help desk technology realm. Machine learning algorithms trained on customer data and service tickets could enable anticipatory customer service, offering the user to resolve a customer’s issues before they even know there are any. SMBs are using or planning to use AI technology within the next few years.