What is a helpdesk software?
A helpdesk software is a tool for maintaining good customer relationships once the sale is completed. With features that allow both agent-to-customer interactions and self-service capabilities, a helpdesk provides an opportunity to rise to your customers’ expectations.
What is a customer service automation software?
A customer service automation software incorporates automation into support activities and cuts down on the time wasted on the repetitive tasks.
What is a self-service portal?
A self-service portal is a platform for a business’ customers to obtain necessary information about a product or a service without interacting with the business by direct means.
What is a knowledge base?
A knowledge base is a library of self-help articles that either aims to provide answers to commonly asked questions, or deliver technical information about a product or service.
Why do you need a helpdesk software?
Running a business is a challenge especially in an era where opportunities come knocking from different channels. If you are determined to deliver the best customer experience when possible then here are certain issues that you might be facing.
• Everything is centralized in one place: Unlike email, a helpdesk system allows you to keep the track of all information coming your way. No, you can just just open a ticket and see all the relevant information.
• Provides built in tracking and reporting metrics: With built in reporting metrics you can track information and hold people accountable for individual tickets. It makes tracking progress really easy.
• Enables collaboration: Using a helpdesk system multiple people can work on the same ticket and can track individual progress, all in the same place.
• Ensures continuity: Reorganization is a breeze when a team member leaves, as you can easily look through his tickets and can assign pending tickets to other agents.
What features should a helpdesk software come with?
Access your customers on a wide range of channels, and serve them better on each of them without losing efficiency. Multi-Channel Support aims to bridge the gap that arises from bad communication, or the lack of interaction in general on a multitude of different channels.
• Social Media
Intelligent Ticketing System
An intelligent ticketing system enables you to resolve queries coming your way in the swiftest manner possible. A helpdesk system accomplishes this my employing the many tools that it has to its disposal. Tools like automated responses, assign, auto assign, merge and resolve tickets, multichannel support, smart workflows, a robust knowledge base and insightful graphs and reports.
FAQ and Knowledge Base System
Your helpdesk software should come with an FAQ system, using which your support team can easily build and maintain a knowledge base repository for frequently asked questions. The FAQ also comes with a built-in self-help service for your clients. This reduces the need to contact the support team for queries, which in-turn reduces the burden on your support team.
Right from the ground up your helpdesk should be designed to be compatible with your existing systems. The flow of information from your existing system, which could be your cloud telephony provider or your live chat extension, should be seamless.
What is a ticket?
The term ticket is used to define a query or request received through e-mail or another internal message system.
How does it help me improve my customer support?
The reports generated by your helpdesk enables you to measure, analyze and derive insights, using which you can improve your customer care.
Your helpdesk report dashboard presents you with volume, status and priority of the tickets that are coming your way. This helps you improve your product and service quality.