What is help desk software?
The company’s customer support team is the only point of contact for customers who have questions or problems.
If you are starting out, then provide your customers with only a personal email address or phone number to contact you with any questions.
As the company scales, customer service needs to be enhanced so that it is easily reachable and efficient.
A help desk software is a solution to use for customer service by automating as much of the process as possible.
What are the advantages of using help desk software?
There are many advantages to using Help Desk software:
Customer communications are collected and stored in one place, so there’s always someone available if your team member leaves.
Customer communications can be logged and tracked quickly. This means that someone in the company who isn’t necessarily handling customer service directly can still keep tabs on things through help desk software, and see a ticket pop up whenever something new happens.
Customers can easily reach out to your company on social media. Larger companies may have a team dedicated for this type of customer service, but smaller businesses may not be able to dedicate resources that are best left to professionals.
Automated helpdesks ensure customers get responses to inquiries from someone capable of providing them. If you email the CEO of Ford, do you think he will personally reply? I doubt it
Would you still expect some sort of response from the company? Yes. What about when someone leaves the company mid way through supporting a customer – who will make sure this customer gets what they need?
The system for automation is set up to notify our help desk agents when a ticket has been left unanswered. In addition, the system can make sure tickets are routed in front of the right agent.
More and more software for help desks comes with reporting and optimization features. This means that managers can figure out the turn-around time of customer issues and the resolution rate, as well as improve them both.
A help desk software can make it easier to prioritize what matters most when helping customers. One example is support for a customer who does not know how to use their mouse properly.
The helpdesk software helps to encourage collaboration and teamwork. More than one person can handle an issue at a time, without worrying that communications will get lost in email limbo.
Guaranteed customer satisfaction with our quick and reliable, efficient support team. We’ve created a repository of pre-written answers for commonly asked questions; agents can simply search through and use any available answer depending on the question they are being faced with. FAQs can be stored at your convenience in this dynamic database, so you will never run out of responses.
Using helpdesk software can open up the day to day processes beyond the scope of individual problems. Helpdesks are often designed to have a strategic, long-term view; businesses using helpdesks are more efficient and freeing up employees valuable time is a common effect.
The importance of process
Process can sometimes seem awkward and overwhelming, but it’s inevitable in a business world where there is always more than one way to do something.
To be efficient in your business and scale, documenting processes is essential. When you have a documented process, any new employee can pick up on it quickly and keep others focused on the project at hand.
Having a process with a standard operating procedure will provide consistency to your customers, both internal and external, as the company inevitably goes through changes.