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Help desk software is designed to provide a customer with information and support regarding a company’s products or services. Customer inquiries are typically submitted via multiple channels including email, phone, or social media. Help desk software is used to organize and track customer inquiries submitted externally. These inquiries become tickets, which can then be allocated to customer service agents. This solution saves time by organizing customer issues efficiently, making it easier for agents to respond promptly. There are a variety of problems that desk software can solve, including reduced response time, centrally organized customer inquiries, and better communication between support teams and their customers.
Why should you use help desk software?
1. Self-Service Customer Portal
Sometimes the best customer experiences happen when customers have the power to serve themselves. Self-service is quickly becoming the most preferred way of servicing customers.
2. Save Time with Automation
Every help desk ticket is automatically categorized, prioritized, and assigned to one of your customer support team members. Tickets can also be delegated to specific agents based upon their expertise. By automating the work-flow process from the initial customer support request to its final resolution, your help desk software can save your team the time and hassle of sorting through each help request one by one.
3. Seamless Integration with Multiple Social Media Platforms
Helpdesk tools can help increase your customer support team’s efficiency by integrating multiple channels into one. You can manage conversations between employees and customers on the phone, email, chat, website, Twitter, and Facebook all on one platform easily. This robust solution allows you to convert each help request into a ticket so it can be organized and tracked.
4. Increase Productivity
Another benefit of using help desk software is that it can increase your company’s productivity through gamification and task management features. The private social hub is a space for agents to communicate and share their knowledge with each other.
5. Better Organisation
Without help desk software, it’s likely that customer complaints will fall through the cracks or go unnoticed. This is obviously bad for business and can seriously compromise your relationship with a customer. With help desk software, you greatly diminish the risk of this from happening. You can even prioritize communications so that you can put off one ticket while taking care of another one.
6. Provides an all-around technical support
Since most help desk software products today are cloud-hosted or online and can work via a mobile platform, it is easy to provide all-around technical support. Technically, you can provide 24/7 help desk access to customers even if you deliver a scheduled response.
7. Build trust between customers and your brand
Keeping your customers happy should be the ultimate goal of every business owner. In many cases, customers get angry not because they can’t get the right answer, but because they feel ignored, unappreciated, or taken for granted (especially after-sales) when their query is unattended.
A help desk software is the first point of contact for customers and employees alike. Customers appreciate a responsive service provider and the help desk is where they’ll get it. For instance, when employees need someone to troubleshoot a printer, upgrade the security on a laptop, or give them access to a new system, it’s the help desk to the rescue.
It allows you to keep track of conversations, resolve issues faster, automate repetitive help desk tasks, provide customers self-help experience, measure and improve efficiency, customize workflows, and unify and manage all support-related communications from multiple channels on a single platform, among others. What are you waiting for? Get your help desk software today!