There has been a lot of talk about Helpdesk software in the recent years. Most companies have started implementing these solutions with an aim to improving their customer support and helping their customers better. However, there are still a few companies that do not really know how helpful this software can be for the business.
What is a Helpdesk Software?
A service desk or Helpdesk is the first point of contact for your customers that provides them with a one-stop solution to all centralized information along with the support management services that are needed for a company to handle its internal as well as external queries. This Helpdesk software allows the company to resolve pending customer grievances more efficiently and faster. All the company needs to do is automate the complaint resolution process with the help of a ticket management system.
Helpdesks come in different types depending on the needs of the customer as well as the company. It also depends on the size of the business and the function of its customer support team. Here are a few of the main types.
Web Help Desk
This is the kind of help desk that is cloud-hosted or is a Software-as-a-service (SaaS). This means that the company usually rents our the solution on the basis of subscriptions. This kind of Helpdesk ticketing system is easy to scale and is also more cost effective for most businesses.
On-premise Help Desk
It the company hosts or owns the system this company will have complete control over the working of the Helpdesk and is also responsible for its operation and maintenance.
Enterprise Help Desk
This is not your standard kind of helpdesk. Its features usually go way beyond just finding solutions to the customers’ queries but also helps improve the overall efficiency of the company.
Open source help desk
In this kind of help desk solution, the developer does not need any license or permissions to access the source code of the program. It helps to reduce any type of dependence on a single person and makes the code easier to modify and enhance by anyone who thinks they can improve the program.
Importance of Help Desk Solutions
Most customer issues are time sensitive, and your customer support representatives need to be able to provide them with quick responses whenever possible. Faster responses mean happier and more satisfied customers which would at a later stage reflect well on the business itself. You need to ensure that there is minimal or no downtime when you are a software solutions provider. Irrespective of if it is your customers or your employees no one really appreciates system failure and it becomes even worse if they are put on hold when they call to give a complaint.
By choosing to have a Helpdesk, you can leave a more positive impact on your customers with multiple facets such as an increase in customer satisfaction, an increase in the amount of productivity from your agents and other operational and business benefits.
Here are a few more details about each of these benefits and how it can be a boon for our business.
The customer either wants to solve the entire problem themselves for which you have to provide them with an extensive knowledge base, or they want their problems to be fixed at the quickest with the least possible effort they can put in. You can thrill your customers by ensuring them FCR, i.e., First contact resolution. This simply means that the customers are kept informed of the status of their complaint by sending out timely updates. At the same time, the customer can reach out to the customer service department from whichever channel they prefer thus making it easier for the customer as they do not need to go on a hunt for the customer service number or the email id. A helpdesk solution will be able to create a ticket for the complaint and assign it to the right agent without having to worry about its source or missing out on a complaint by mistake. The more satisfied your customers, the better it is for your business.
The productivity of the agents
Gif you automate a repetitive task you can free up your agents to do more complex tasks that are more fulfilling to them. You can use the knowledge base where an agent can gain access to a repository of information that helps them solve the customers’ complaint more effectively and quicker. In addition, by having a unified interface, you will provide your support team a comprehensive idea of the customer and their needs. This option can help them serve your customers better in the long run.
It can sometimes be challenging for managers and supervisors to be at all places at once or keep track of what is going on in the office. At times like this you can streamline the operation and meet the SLAs better, you can also prioritize certain actions whenever they seem fit. This kind of software gives the supervisors intuitive datapoint and graphs that can monitor the functioning of the contact center more effectively. With a bird’s eye view, the manager or supervisor will be able to take more informed decisions.