What is a Help Desk Software?
Help desk software is a computer application which automates front desk task in hotels, offices reception and service counters. It can be used to address the complaints and queries of customers supports efficiently. This helpdesk ticketing system is a customer support software that helps complaint resolution process with ticket management tool.
As the market competition is increasing, the importance of customer support is increasing by the day. Customers are the ultimate driving force towards the success of any organization. Therefore, it is highly important to gain new customers and retain the existing one by supporting them with their issues and problems. In earlier days, people used to juggle within the manual processes of maintained a spreadsheet for each and every issue, or simply write them down on a sheet of paper. There was no proper management within the system which leads to hiring more resources and consuming more time. Helpdesk ticketing software enables you to do exactly the same. It provides a unified interface which reduces manual work, enables call management and helps in performance analysis.
Why Do We Need Help Desk Software?
You might think why should I need a helpdesk ticketing software. Well if you are a service-oriented company, whether its B2B or B2C, you need a helpdesk software to resolve and answer your customer's complaints and queries. Helpdesk ticketing software is extremely important to increase the efficiency of your customer relationship-building efforts. It reduces manual work to a great extent. There's no need to maintain manual registers or huge spreadsheets as it generates tickets automatically. If you miss a call, you are missing a potential customer. Helpdesk software helps you connect with customers and log their information into the system. It has a built-in call management system which helps in faster ticket resolution and the multi-channel customer support feature enables resource optimization. Helpdesk ticketing software allows you to generate timely reports about the calls received, answered and missed. You can also use these reports to evaluate your service agents' performance regularly.
Features of Help Desk Software
A ticket is basically a customer's query or complaint. A ticket is raised through call, email or social media. The customer support executives then answer these queries to resolve the customer's problems or to handle their enquiries. Status of these tickets can be tracked or updated in the system at any point of time.
The ticket system acts as an online database. It contains information about the customers that the helpdesk executives can use to solve and answer their customer efficiently.
You can send a customer's queries or concern to the desired person, whether he/she is in IT, operations, marketing or sales directly through helpdesk software. This ensures a smooth flow of processes and increase efficiency.
There will never be a situation where a query or concern of the customer is lost. Helpdesk software ensures that you achieve 100% attainability and that no client is lost in the process.
Queries can be assigned automatically with the help of ticket tools software. It can also notify you when a query is not answered or is taking too long to be resolved.
You can keep a tap on what your customer service reps are doing with a helpdesk software. You can also specify roles and assign specific tasks. This way, your resources can be optimized and your team can perform effectively.
This feature is very helpful to the customer support executives. Most ticketing software let you create answer templates on the basis of frequently asked questions. This will make the work of executives easier, as they don't have to answer the same query every time and they can focus on other critical customer queries. Customers can resolve their queries by referring to the knowledge management database directly. The responses to these queries will be generated automatically.
Customer support executives can now resolve tickets faster by connecting with the in-house experts and accessing the product description in a second. They can also categorize tickets on the basis of their priorities and send the most urgent ones to the top, so that they can be resolved at the earliest.
The best practices of resolving a query or a complaint are recorded in the form of audio or written notes in the helpdesk ticketing system so that they can be referred by new and existing customer service associates as and when needed.
All reports related to the team, their performance, tickets raised, tickets missed, resolution rate, etc. can be generated for important insights. You can create customized reports as per your organization's needs. If you are a supervisor, you can generate reports on executive performance and customer satisfaction. As a technician, you can generate reports on ticket status and ticket resolution. You can also schedule automatic delivery of these reports to your employees through email.
Benefits of Service Helpdesk Software
Among the several benefits of the helpdesk software, here are the few that will make a major difference in your business and its functions:
Reduces manual work
Remember when maintaining a register or an excel sheet for all the customer queries was such a task? Not anymore! Ticketing tools enable you to redirect customer inquiries and complaints to the staff who can solve them. This feature ensures that every ticket is resolved as soon as it is generated. It sends automatic notifications from time to time as well.
Enables call management
It can be a daunting task to manage calls, particularly if you receive a lot of them. The chance of missing out on a caller means that you might lose a customer. Helpdesk ticketing software lets customer service executives to receive and answer calls from the customers and log all their information into the system. It also helps service reps to connect with their customers and answer their queries through social media.
Faster ticket resolution
Using spreadsheets for handling customer queries is extremely messy and slow. However, your customers wouldn't care if your system is slow or you lost the file. Ticketing software helps reduce the monotonous tasks by making the process faster.
Having well-informed customers
Customers also like to know where their request is and if it’s proceeding or not. You can send out regular updates to the customers via? so that your customers stay well informed and satisfied.
Multi-channel customer support
Ticketing tool software gives liberty to your customers to connect with customer support executives through multiple channels. It can be voice, email, social media, etc. With the integration of helpdesk software with CRM, email marketing, social media management tools, businesses can manage their customer service holistically. The software further converts queries into tickets to be assigned as per the priority to service desk agents.
Customer support executives can now view everything at one place, be it customer's information or interaction history, transfer calls to any desired individual, and also access information about any product or service that the customer wants to know.
Ticketing software can record and archive the most asked questions and the solutions to exceptional questions for the customer support executives' reference.
Helpful in monitoring and reporting
It enables you to supervise various activities and generate reports and charts. You can analyze the performance of individual customer service executives with the help of these reports.
Creation of tickets, assignment of tickets, merging of tickets, editing customer's information and resolution of tickets can be done seamlessly through helpdesk ticketing system software.
Helps in performance analysis
Back in the day, you didn't really have a system for generating timely reports or analyze the performance of your employees. But with the help of ticketing software, you can now capture all the crucial information and data and later use them at your convenience. Managers can take the help of this data to drive their workforce effectively.