By
Jyoti Tejpal
Leading online software Better customer relationship Solve tickets easily Fully customizable Reach customers on any channel Agents with history of interactions
Unifies conversations from emails, phone, web, chat and social Helps resolve issues across channels effortlessly, Automate workflows, Offer self-service options
Award-winning, Context-aware multichannel capabilities, Advanced multi-stakeholder process management, Embeddable self-service, Powerful AI assistant team tools
Help desk software gives organizations a fair chance to respond to clients more efficiently. These systems provide an answer to technical and functional questions by offering improved methodologies for any ticket tracking, IT management, and customer service support.
By coordinating and integrating the elements, help desk software enhances customer service departments’ ability to offer an easy, fast and effective support system to employees, end-users, and customers. Help desk system facilitates the flow of new information from users, contributing to an organization’s existing knowledge base. Help desk software is called IT ticketing systems.
They have enhanced customer satisfaction. High satisfaction leads to better overall service and product, increasing customer loyalty and retention, and up-scale revenue. One of the best methods to increase customer satisfaction is getting your overall customer service with an enhanced & friendly experience. Help desk system offers to ensure that customers get first hand focused, customized support and that their tickets don’t fall through the cracks.
They have enhanced employee productivity. When preferred to be used as an internal, IT support tool, help desk system always provide more uptime for in-house technology systems and offer the IT team better track and organize incoming requests for help. Researches have been proving that help desk systems significantly affect ticket resolution time, agent productivity, and agent job satisfaction.
Knowledgebase management: A searchable pool of typical questions/issues and previously resolved problems. It can be publicly available to customers or reserved for internal use.
Ticket/issue tracking: Tracking interactions and automating the issue resolution process.
Alerts/escalation: Automating email or SMS alerts, ensuring urgent issues are communicated promptly, while escalation allowing reps to advance the problems to managers.
Self-service portal: Allowing customers and employees AND tracking their tickets, solving issues themselves via the knowledge base, and communicating with service agents.
Service level agreement (SLA) management: Creating, tracking, and applying the best and accurate service level agreement to the right client or site.
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 that often have unique features.
Integration with existing customer tools. If the user’s company already has a customer relationship management (CRM) system in place, make sure any help desk system user consider is compatible with that prevailing CRM system. If the networks can’t coordinate, not only will user effort will duplicate, but the user may also lose data when toggling between modes.
Try before you buy. As with any software buying, take advantage of trial periods and free training before making any monetary decision. Many help desk packages are cloud-based, allowing faster test drive.
Be realistic about the budget and total cost of ownership. As far as business software goes, help desk software is not particularly expensive. But don’t let that you thought it’s cheaper than it is. Help desk software buyers spent around $1,500 or more on average in a year than they are expected. Be sure to check the total cost of ownership before committing to any system.
A large portion of the amendments and advances happening within the customer service and support industries are related to helping desk software. Here are a few help desk technology trends to make you understand to future proof the buy:
Conversational user interface and maintain desk chatbots. Alexa and Siri have been on an unbeaten run with the idea of a conversational user interface—using user voice and natural language to control a computer or retrieve information from one. While client service teams are already using chatbots and other time-saving tools, close your eyes and expect to see more help for voice-based UIs that help clients solve their issues and access knowledge base resources. 70% of 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 cakes in just about every industry right now and have some exceptional applications in the help desk technology too. Machine learning algorithms trained on customer data and service tickets to enable anticipatory client service, letting user resolve a customer’s issues before they even know there are any. 60% of SMBs are using or plan to use AI technology within the next one to two years.
