IT Services, Thought Leaders

5 Benefits of Help Desk Software

March 2, 2020

by Jill Ross

Content Crafter, Wowdesk

Help desk software can be a lifesaver when trying to manage your customer support. Automated processes such as ticket tracking and assignment are just some of the ways the solution can streamline your customer-facing efforts.

Help desk software has the ability to manage all of your company’s important operations, making the management procedure much easier. Think of it as a web-based ticket system that handles all support processes. Its applications help track and process customer requirements. As a result, customer issues can be addressed easily and resolved in no time.

Businesses small and large need to have a proper customer support system, not just to resolve issues but also for building firm communication. 

Help desk software has been specially designed to do that. It’s convenient for both customers and employees. By recording, tracking, and managing customer inquiries, help desk solutions require less manpower to operate. This allows your team to focus their time on other areas of the business.

Let’s take a deeper look at some of the different ways help desk software helps businesses thrive. 

5 Ways Help Desks Software Can Benefit Your Business

  1. Automate parts of your customer support
  2. Get the right customer support staff on the ticket
  3. Offer self-resolution options to customers
  4. Track help staff performance
  5. Collect customer feedback on your team

1. Automate Parts of Your Customer Support

One of the main benefits of help desk software is process automation. A good solution can help reduce human errors and duplicate requests while simultaneously increasing ticket accuracy and time efficiency. 

Automated processes can include: 

  • Confirmation emails
  • Internal reminders
  • Issue categorization and prioritization
  • Customer information reporting

With the software solution handling half of the work, your customer service team’s focus changes. They have more opportunities to find new ways of delivering an improved, personal customer experience instead of spending too much time on administrative tasks.

2. Get the Right Customer Support Staff on the Ticket

Help desk software tracks all tickets and solutions. This comes in handy when the same type of problem is reported more than once by the client.

For example, a typical software solution will categorize help tickets based on the type of request, the customer name, the person addressing the ticket, and the ticket status. 

Wowdesk is a customer service software solution.

Source

If one particular client is consistently running into similar issues, you could assign a specific person to that account who is familiar with the client’s situation. This can reduce the amount of times the client has to explain the issue.

3. Offer Self-Resolution Options to Customers

Ticket management is also helpful for cases when multiple clients face an issue with a known solution. Rather than dedicating a resource to solving those basic issues, you can leverage the software to provide basic problem management solutions. 

A good help desk system ensures that customers can help themselves and do not rely on agents every time an issue arises. 

Find a cloud-based software that can host helpful troubleshooting resources for anyone to access. You can use your help center to:

  • Update customers on changes to services and products
  • Host how-to pages that explain fundamental processes
  • Answer frequently asked questions (FAQs) by customers

If a customer needs to further escalate a particular issue, the system can also give instructions on how to do that.

The software will then rank the inquiry based on its urgency before transferring it to the proper department to be resolved. This decreases the overall manual labor and makes the work even easier.

4. Track Help Staff Performance

Beyond customer issue tracking, it’s also important to evaluate your employee’s performance when addressing inquiries

Externally-facing staff need special training before joining the customer support team of any company. That’s because there is a certain set of protocols that need to be followed when interacting with the customers directly. 

Managers will be able to maintain a record of each team member’s performance, from their ticket resolution times to their communications. If there’s any inappropriate behavior or activity, proper measures can be taken. 

This, in turn, will help employees stay more productive and enhance the workflow. 

5. Collect Customer Feedback on Your Team

Getting feedback reports is one of the most important activities for a customer experience team. You need to gauge your staff’s ability to communicate with customers and assess their customer satisfaction rate.

You can do this by configuring different dashboards in your help desk software to visualize the relationship between key data points.

Zoho offers dashboards that help users digest useful data insights.

Source

A well-designed software helps to:

  • Gather information from recorded phone calls, e-mails, and social media platforms
  • Generate timely reports regarding the various issues raised during a specific period
  • Track response and ticket resolution times

Using a dashboard to visualize your company’s customer satisfaction data is a good way to see what’s working and what’s not.

Help Desk Software Is Essential for Any Company

An actively responsive software can assist your support team as they serve your customers. Useful automation tools combined with ticket management functions make for a powerful solution. 

With help desk software, you can automate some of your support processes, better manage your help tickets, and provide self-service options for common issues. Take advantage of your software’s dashboards and tracking capabilities to understand your team’s performance, too.

Several companies use help desk solutions to improve their operations. It might be time for your business to look into them and see what they have to offer.

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