If you are a part of the fast growing and highly competitive business world, you are certainly aware of the importance of making and keeping your customers satisfied with how you communicate with them and what you offer to them. On top of that, satisfied customers directly lead to bigger revenues.
However, achieving this is practically impossible without good and reliable customer support, and these days, it’s hard to have it without the use of an appropriate software solution. That is where help desk software comes into play, as your biggest ally in acquiring and maintaining high quality customer assistance.
Read on to find out more about this powerful tool, and all the benefits it brings to the table.
What is help desk software?
Help desk software, often referred to as ticket management software or ticketing system, is a tool which is used to address and resolve customer issues and concerns in an efficient manner and, together with a set of collaborative tools, manage tickets from receipt to resolution.
Reportedly, more than 40% of customers expect to get a reply within an hour or less, so that is why more and more businesses are deciding on implementing help desk software to their operations.
What are different kinds of help desk tools?
As other types of software, this one also has a few varieties. First of all, based on the way it can be deployed, it can be found in the form of a cloud based or on-premise solution. Furthermore, there are 3 general categories it can be divided into: basic, enterprise and open-source.
Basic software solutions are usually SaaS solutions which use a base ticket system to address customer complaints with a possibility to add some additional features, but you have to pay extra for them. Such features may include reporting, chat, mobile access, and knowledge base. A major advantage of this type of software is its affordability which makes it a great tool for when you are just starting your business.
Enterprise solutions, on the other hand, offer more built-in features and can also be used to solve IT related issues. They have a bigger database, more contact points, SLA, IT, account management and a possibility to be further customized.
Open-source solutions are free of charge and their source code can be modified by users in order to customize their processes. Vendors who offer this type of software usually offer free technical services as well.
What is it used for?
There are usually 3 basic features this software offers, such as ticket management, analytics and contact channels, however, they can include some other important features, so let us see how they all work.
Ticket management – It is a system which records customer complaints and then organizes them into tickets to track their progress. Good help desk systems can show the ticket status and who is dealing with it, in order to avoid any duplications.
Analytics – Used to organize customer queries visually so that they can reveal information related to market demographics, buying preferences or complaints about products.
Contact channels – This feature refers to how you customers contact your customer support, and that can be done via email, phone, chat, self-service or social media platforms. Some systems have multiple channels while others have separate add-ons.
Knowledge base – This is one of the most essential features as it gathers questions from customers and turns them into FAQs which are retrievable. This helps your support agents focus on more important tasks while providing the best service possible, instead of having to deal with repetitive questions all the time.
Dashboards – They are used by support agents to find out the most crucial data, such as pending tickets and urgent tickets or incoming calls, when they log in. They can also provide some key metrics for supervisors such as the support agents’ performance or number of issues which have been resolved in a months’ period.
Automation – This feature refers to automating repetitive tasks such as administrative tasks or customer questions.
Which benefits does it offer?
You already know that help desk systems allow you to track and solve any customer complaints, but let us examine the precise ways your company can benefit from implementing such software.
Effective tracking and monitoring – This software allows you to track and monitor the current status of your customer complaints or requests in the most efficient way. In other words, it provides you with a complete cycle a problem resolution goes through.
Enhanced relationships – Providing high quality customer support allows you to strengthen relationships with your already existing customers, keep them happy, and attract some new customers as well.
Improved support quality – Help desk solutions directly help businesses advance the quality of their customer support by using various features and tools to ensure satisfaction.
Convenience – Different customers prefer different kinds of interactions with customer support, and a help desk system allows them to have a choice, whether it is via email, or via social media platforms when it comes to younger generations.
Improved reputation – Providing good customer support is the key for achieving customer satisfaction. A satisfied customer becomes loyal and, in most cases, they wouldn’t hesitate to recommend your brand to others.
Factors to consider
When you are choosing the right software solution for your business operations, you should pay attention to some factors in order to make the best decision. These factors may include budget, integration, security, database and tracking system capacity, email compatibility, collaboration tools and customization.
Taking all of these elements into consideration when you are making your choice will enable you to make clever judgements and investments in order to both make you customers happy and to take your company to the next level.
To sum up, a help desk system isn’t the only solution, but it certainly is the best one. Do your research carefully, compare different software and their features and invest in something that will completely change how you do business and how your customers see you.