What is Help Desk Software?

By 2 months ago

Help desk software is a single point of contact that provides consolidated information and support management to handle externally filed enquiries for a corporation. Prioritization, categorization, automated routing, service level management, and escalation capabilities help with this.

What Types of Help Desk Software Exist?

The help desk systems on the market can be classified in a variety of ways, including deployment, business size, and customer support function.

Web help desk software

The vendor’s remote server hosts a web-based help desk that can accommodate a big influx of visitors and give tech support.

This form of help desk may be accessed using only a web browser, making it the simplest and most accessible alternative for customer support teams.

On-premises help desk software

The corporation owns and hosts the system with on-premises help desks, and it has complete control over the program. When the help desk is housed on the firm’s premises, the company is fully responsible for its upkeep and operation.

Enterprise help desk software

Enterprise help desk software includes typical help desk functions as well as features that boost overall company productivity, allowing it to resolve client concerns at a faster resolution rate.

Open-source help desk software

The developers of an open-source help desk do not require user licenses or permissions to view the source codes. This lowers dependencies and makes it easy for developers to change and improve the source code as needed.

What are the Common Features of Help Desk Software?

Some key aspects of help desk software that can benefit users are as follows:

Customer portal: To enter tickets and connect with personnel, help desk software provides a configurable, customer-facing interface or customer portal.

Automation: When a customer first inquires, response automation enables for an automatic, consistent response. Custom ticket or task reminders are among the other automation options that can help streamline process.

Social media integration: This allows customers and representatives to communicate with one another via social media. Social integration improves approachability and allows customers to receive answers to their questions promptly.

Ticket tagging: Managers may simply distribute tickets to agents by using ticket tags to make it easier for them to know which tickets they have been allotted.

Customers can obtain a speedy response to their question or problem with live chat help. Customer support employees can be contacted if their question needs to be escalated or clarified.

Templates: Templates are pre-made, auto-populated response templates that let you answer to tickets faster. Templates can be customized to reflect the company’s identity and customized to meet the specific demands of the consumer.

Management of service level agreements (SLAs): SLAs specify the expected outcome of each customer query. Managers and agents can maintain track of outstanding tickets by monitoring SLA times.

Self-service portal: A self-service portal is a mechanism for clients who don’t have time to wait for an agent’s response to discover solutions to simple questions fast in a specified knowledge base, such as a forum or series of articles.

Ticket Collaboration, Email to Case, Attachments/Screencasts, Mobile User Support, Customer and Contact Database, and Voice Capabilities are some of the other features of help desk software.

What are the Benefits of Help Desk Software?

To provide organized customer care, businesses of all sizes benefit from employing help desk software. For various reasons, using a help desk platform improves day-to-day operations for agents and management easier and more efficient:

Ticket management: Customer service managers can quickly assign individual agents to certain queries. For added efficiency, the ticketing system can be automated by forwarding it to agents.

All tickets end up in one place, where the entire team can see them as well as an agent-specific view. Managers can divert tickets using an overall view if a specific agent’s duty load is too heavy or depending on agent availability.

Tickets are directed to the person who is best suited to help the consumer. Certain tickets can be given priority over others thanks to tiered ticketing.

Customer enquiry tracking: The fundamental purpose of any customer support staff is to keep the customer pleased. Allowing customers to track the status of their inquiries is beneficial to customer satisfaction.

Customer service departments benefit from tracking as well. The status of a ticket gives transparency, allowing management to hold representatives accountable for resolving issues or inquiries in a timely manner.

Internally, tracking also gives liability. Users can look at old tickets to see how the problem was resolved.

Customer enquiries are commonly sent through an email inbox in companies without a help desk infrastructure. This process might quickly become clogged, making collaboration difficult.

Furthermore, one of the key drawbacks of using an email solution is that team members are uninformed when a problem is being investigated by another team member.

All of these processes are aided by help desk software, which allows tickets to be assigned to a specific customer support agent as soon as they are submitted.

Tickets can be distributed automatically or by a teammate. Typically, tickets are assigned to representatives with a specific skill set or who deal with a specific sort of issue.

Finally, allocation boosts productivity by allowing team members to focus on the customer rather than the routing procedure. It also ensures that clients obtain the information they require in a timely manner, without their enquiry getting lost in the flow.

Reporting: Businesses can use reporting to see things like the amount of questions received, turnaround time, and resolution rate per customer service representative.

These indicators give a business insight into how its customer support team is working, allowing team members to address any issues and improve a customer’s overall experience with the company.

Support for integration: Help desk software can be integrated with current IT infrastructure, such as CRM software, social media, and more.

Who Uses Help Desk Software?

Consumer service agents: Customer service agents use a help desk to respond to customer questions about products or the company.

Customer service managers are in charge of delegating and monitoring ticket resolutions as well as escalated situations. Managers can also use reporting to investigate team productivity and use metrics to determine whether workflow changes are required.

Software Related to Help Desk Software

Live chat software allows businesses to engage with visitors to their websites in real time via chat windows. A typical component of help desk software is live chat.

Service desk software focuses solely on IT assistance and is typically used within a single firm.

Customer self-service software provides a platform for end users, prospects, or customers to access information and complete tasks without the need for live chat or customer support professionals.

Social customer care software enables businesses to communicate with their customers and users through social media platforms.

Chatbots: Chatbots, also known as virtual agents or virtual assistants, are computer programs that perform tasks or deliver information in response to written or spoken requests.

Chatbots may already be used as a first line of defense when engaging with clients in customer support tools like live chat, help desk, or contact center solutions.

Challenges with Help Desk Software

Slow response and resolution times: It may be difficult to maintain track of all client inquiries and route them to the appropriate teams, resulting in a reduction in SLA.

Ticket miscommunication: The customer’s original query isn’t always clear, which can lead to confusion and necessitate a follow-up.

Furthermore, it is possible for agents to misinterpret what the consumer is seeking for, resulting in customer discontent. If an agent requires extra information from a client to answer an inquiry, the ticket may go unresolved if the consumer does not provide it.

Inconsistency in service delivery by help desk service operators results in inflammatory evaluations on multiple sources due to a lack of sufficient documentation that outlines clear guidelines or standard operating procedures (SOPs).

Customers frequently ask the same questions or report the same types of events, prompting the support crew to deliver the same responses again and over again.

“How can I reset my password?” is a popular query, for example. This question may appear unthreatening, but it is one of the most difficult to answer in customer service.

An FAQ list can be constructed as a knowledge source for easy reference in such circumstances. This would also allow help desk agents to concentrate on more pressing concerns.

How to Buy Help Desk Software?

Gathering Requirements (RFI/RFP) for Help Desk Software

Whether a firm is buying help desk software for the first time or replacing an existing system, the first step is to create a list of needs that the product must meet in order for the organization to be productive. These specifications will assist purchasers in narrowing down the number of products to consider.

Buyers must first assess the requirement for help desk software by asking themselves the following questions:

  • What kind of assistance do their clients anticipate?
  • What kind of experience do they intend to provide to their clients?
  • What kind of background do they wish to bring to their support team?
  • What aspects of their existing customer service can they improve?

It’s also a good idea to make a list of the features that will be most valuable to the teams who will be utilizing the product.

The organization may require a product that can automate workflows to address client issues without human intervention in order to improve consumer self-service and free up team members’ time. Buyers should think about whether the product will work with any other software their company uses, such as CRM.

Melissa Valentini

I am a journalist graduated from the University of New York. In addition, I write short stories and chronicles as a hobby. I currently write for the Techeneis.