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Keep Your Customers Delight With Timely Support From Your Help Desk

Customers contact the Help Desk when they have a question or a problem. An employee from the company then addresses the question to the customer’s satisfaction. In reality, all you need is a well facilitated means to reach out to someone from a company when some help is needed.

Help Desk software keeps track of all your customer conversations across multiple channels in one place, so your help desk team can support your customers better and faster. A cloud based help desk software also helps you get real time insight about the messages you’re receiving from customers and how your team is performing.

How Can a Cloud Based Help Desk Software Suite Your Kind of Business?

Any business, big or small, strives to get 100% customer satisfaction. A powerful tool like online help desk software makes that goal reachable, as it helps in addressing customer grievances on time and agents’ saves time by automating routine tasks.

For Small Businesses

Help desk software for small business

For small and medium businesses, help desk ticketing software can help you make the best use of limited resources.

Self service

A help desk ticketing software allows you to set up your own Knowledge Base, with FAQs, “How to” articles, and more. This way, your agents can focus on tickets that really need their attention. You can empower your customers to find answers they need using your help desk tool, even before they call your customer support center.

Automation

Automate day to day tasks so your staff can spend their time driving more customer requests to closure using a help desk software. Set up automatic assignment rules to route tickets to the right agents, create Service Level Agreements to escalate issues, set notification rules to keep agents and customers updated about their issues’ progress, and write macros to carry out routine tasks on any ticket you apply them to.

Mobile Apps

Help desk software comes with mobile apps that allow you to stay on top of things without being tied to a desk 24/7. Using the mobile apps, you can get instant updates about tickets, view customer information, and respond promptly.

For Enterprises

Help desk software for enterprises

For enterprises, a help desk software must be able to identify bottlenecks and give management better insight into the customer support system.

Customization

You can make your help desk software your own by customizing it to fit your needs. You can change the templates of ticket forms, emails, and notifications to create ones that resonate with your customers. Help desk ticketing software lets you define the status of a ticket from creation to completion.

Advanced process automation

As you grow, it gets harder for your team to adhere to the process flow. With powerful process automation offered by help desk software, you can set up all your internal processes within your help desk, implement them automatically, and instantly spot bottlenecks that are causing delays. A good help desk ticketing tool ensures that your processes stay on track.

Analytics and insights

Spotting delays is the first step. To fix the issue, you need to know why the delay is caused. That’s where the reporting and analytics part of your help desk software come to your aid. With customizable dashboards and reports, most ticketing tools allow you to schedule reports to your inbox on a regular basis, so you can keep track of every function, review the data, and make the right decisions at the right time.

Artificial Intelligence

A help desk software not only helps you with your current customer support goals, but also simplifies your processes for the future. The intuitive chat bots and Artificial Intelligence features learn from the data your system feeds it, and in turn, answers customers when they need help, notifies managers when there are unusual patterns in the daily ticket traffic stats, and analyses the customer sentiment in every ticket to help agents prioritize their work accordingly.

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What Are the Key Functionalities of a Help Desk Support Software?

Most companies give out an email address and/or a toll-free phone number to their customers. Customers can reach the company through these when they need help. Help desk software simply automates as much of this as possible.

Generally, customer service help desk software consists of at least 3 parts, and together these 3 functionalities help desk’s operations.

Ticket Management

This is the quintessential part of any support software which helps organize customer requests and helps you cut through the clutter. Here’s how:

The support software pulls customer emails from your customer support email address and lists them in a single place online almost like rerouting emails to a more organized tab.
It allows the help desk executive to answer calls from customers and log them on the cloud, easily.
It allows customer support executives to read and respond to customer feedback on social media, such as Facebook and Twitter.

The essential aspect of ticket management is that your help desk team can see all the customers who’ve reached out for help, and keep records of their responses.

Automation Suite

A good service desk software goes a bit further, enabling better assignment and implementation of work. That means:

You can ensure that questions from customers are redirected to employees who are capable of answering them well.
You can set up automatic notification rules, which alert you when the customer has replied or left some feedback.
When a support executive hasn’t responded to a ticket, or when a ticket is taking too long to get resolved, SLAs can ensure that these are brought to your notice and taken care of immediately.

This is how a service desk software automates certain tasks, thereby ensuring the quality of service.

Reporting and Optimization

This part of ticketing software constitutes the most important function of customer service. It pulls pertinent information about all the critical aspects of the web based help desk. Managers and leaders can track and understand things like:

Ticket load on the customer service team.
Turnaround time and resolution rate of each member of the team.
Average customer happiness levels.

and much more. Metrics like these in a ticketing software give managers a quick perspective of how things are faring and let them make changes for the better.

Benefits You Get From Our Help Desk Solutions

Higher productivity.
Offer multi language features to avoid language barriers in support.
Increase supports productivity by providing remote support to access a client’s desktop from your place.
Manage your resources efficiently with an intelligent reporting system.
Ability to resolve incidents and issues of end users quickly.
Gain insights on actionable data.
Quicker turnaround time and resolution rate.