Reporting tools With this feature, you can track agent and service desk performance and productivity using key metrics your company specifies. Self-service portal The self-service portal is helpful for both internal IT help desk and customer-facing external support scenarios. Top Benefits of help desk software Help desk software has numerous benefits for companies, including:.
Automated tasks The self-service portal available with most help desk solutions saves busy customer service reps and technicians time on small tasks such as password resets, instructions on adding a phone, app downloads and more, since customers or employees can access these themselves.
Single point of contact Rather than receiving emails, calls, texts or online form requests, there is just one place where your IT or customer service team can expect to receive important help desk notifications. Improved customer relationship Quick response time and fast resolution of problems improves your team's customer service ratings and customers' impression of your company. Increased efficiency Being able to monitor key metrics such as response time, ticket volume, customer satisfaction and agent performance can help keep your team on track.
Better performance With the ability to keep track of common issues and automate some easy fixes, help desk software can improve the overall performance of your IT infrastructure. How to Choose Help Desk Software There are many help desk software solutions available, all with different features, purposes and levels of customization.
Know your company's needs Before you start shopping for help desk software, consider what it is your company wants to solve by implementing this solution. Create a shortlist Once you've established your goals and objectives for a help desk software solution, you can create a shortlist of vendors that best fit your needs. Contact vendors Once you've established your shortlist of vendors, it's time to reach out to them. Conduct due diligence Once you've selected your top two or three vendors, ask for references from their current or previous clients.
Here are a few questions you should consider about pricing. Is there a clear plan to judge return on investment?
How many help desk software features do we really need? How many users will need to access the software? What compliance and security features are included? Challenges of Help Desk Software Although help desk software can be extremely beneficial it may present challenges, like:. Getting buy-in Adoption of your new help desk software is crucial to its success. Only needing a few features After figuring out its goals, a company may decide it doesn't need an all-encompassing help desk software solution.
Market Trends As with any software, help desk software solutions will experience growth and change. We've listed a few new market trends for help desk software below. Social media integration Many social media users want to be able to submit a request through Twitter or Facebook Messenger for a customer service issue.
Additional self-service options More and more users are expecting resources to be able to resolve their own problems. GOOD Strong focus on collaboration among internal teams, add-on Freddy AI feature that automates tasks for both customers and agents, scalable pricing plans. BAD Mobile app is not user friendly, limited options with report customization.
GOOD Built-in live chat feature, ability to add internal team members as collaborators, at-a-glance customer journey for additional context. BAD Interface is not always intuitive, a free version is not offered.
GOOD Communication with customers via chat or text, mobile app for responding to tickets on the go, Secure Forms feature that collects credit card information within a ticket. BAD Interface may be regarded as dated, integration with Instagram is not currently offered. GOOD Contextual information that helps agents provide personalized experiences to customers, scalable features, analytics to measure customer satisfaction.
BAD Interface can be difficult to navigate, setting up automated processes can be time consuming. GOOD Blueprint feature that customizes a team's unique processes, ability to set up multibrand help centers, automated tools that improve agents' productivity. BAD Initial learning curve, integrating with third-party solutions can be cumbersome, slow response from tech support.
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