Help Desk Software refers to a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. It is what makes customer-care service efficient and enterprising.
Companies began to set up call centers and also train staff to receive and handle customer inquiries in an organized and efficient manner. This was the era of Interactive voice response (IVR) which became a big boost to telephone customer service system. Later on, Desktop PCs and email significantly improved help desk systems. Customers could communicate their problems by email, bypassing paper forms. Help desk agents could provide status updates and resolutions by email as well.
Customers contact the help desk when they have a question or a problem. An employee from the company then addresses the question to the customer’s satisfaction. A help desk software keep track of all your customer conversations across multiple channels into one place to support your customers better and faster. In reality, though, it’s just a means to reach out to someone from a company when some help is needed.
For small businesses help desk software solutions can help make better use of limited resources.
Every customer needs instant and accurate answers. This can be done without the need of an agent behind every answer. A help desk ticketing software allows you to set up your own Knowledge Base, with FAQs, ‘How to’ articles and more. This way, your agents can focus on tickets that really need their attention.
Apart from self-service, ticketing software comes with smart automations that can further ensure diligent use of your man-power. Automatic answer suggestions, ticket tagging and sorting can help your agents save time on routine tasks and get straight to the pain points. Setting up automatic assignment rules, SLAs and tasks can help your managers focus more on building customer relations while ensuring that work stays on track.
Automations aside, there are somethings that can’t replace human interaction. However, that does not mean being tied to your desk 24×7. Helpdesk software apps let you perform most ticketing functions via your mobile phone. So you can help your customers without the necessity of being present in an office.