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The Benefits of Help Desk Software

In today’s fast paced business environment, would-be straightforward tasks like maintaining customer relations have become more complex.  With some companies, the support center consists of one or two people who answer the phones and handle all incoming problems.  As you would imagine, call volumes and customer expectations often exceed what the staff is able to deal with it.  In the typical scenario, a customer sends a support inquiry via email, never knowing what to expect or if they will be acknowledged at all.  Perhaps they try to get help by phone, only to end up being put on hold and shuffled through different agents.  This wastes the time of both parties, the company and the customer.  When this process is disrupted, customers are left frustrated while the image of the business suffers a crucial blow.

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Whether you are running a small company or large corporate network, your business can’t survive without delivering quality support to your customers.  Help desk software can be a powerful tool that allows you to effectively manage relationships with existing customers as well as potential clients.  This type of program gives you a centralized platform to handle email inquiries, live chat and issues received via a support ticket among other methods.  This article will explain some of the benefits help desk software can offer your business.

Help Desk Features

Help desk software acts as your web-based support center, streamlining the facilitation of inquiry management and other vital support processes.  A good program contorts to the novice, reducing the amount of training time while allowing junior level support members to become experts in no time.  With the ability to solve problems quicker, staff can boost productivity by assisting more customers.

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Some of the features commonly found in help desk software include:

– Efficient ticket system that lets customers track their open issues.  Sometimes people just don’t feel like talking on the phone or communicating through email.

– Built-in knowledge base for storing helpful tips and articles.  Not only does this act as a great self-help resource for customers, but also a nice reference for employees as well.

– Ability to prioritize inquiries and route requests across the network to appropriate personnel departments.

– Flexible reporting, tracking and problem resolution tools.

– Web-based interface accessible from any computer with an internet or intranet connection.

– Seamless integration into your existing network environment.  When incorporating a help desk solution, there should be no need to reorganize your infrastructure.

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– Scalable platform capable of meting your current needs with functionality that supports the natural growth of customer demands.

– Quality technical support provided by resources within the application as well as prompt support from live representatives.

Conclusion

Help desk applications have quickly become one of the most widely deployed types of software available.  When considering all the benefits, it is a must have for any company doing business online.  Increasing revenues is key but nothing is more important than keeping your customers satisfied.  Help desk software helps to ensure that the clients are happy and the support team is content.  This is a win-win situation for everyone involved.

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7 Comments

  • Avatar for Sam Makad Sam Makad says:

    Great Post

  • Avatar for Jay Purohit Jay Purohit says:

    I strongly agree with the points mentioned above about the benefits of Help Desk Software. Starting from generating tickets, Tracking and providing integration works to improve customer satisfaction and success and that is the reason I started using a SaaS for my business expansion. Try Acquire (https://acquire.io)

    The best part is that they let you try it for FREE & once you are sure of the benefits it might bring in for you, you can decide whether you wish to continue or not.

  • Avatar for Kylie Dotts Kylie Dotts says:

    I like how you mentioned that a good program can be used even by the novice. This would be important in ticket management software and things that are being used to benefit clients. You could hire someone with little knowledge and still have them be able to effectively help your customers get what they need with as little hassle as possible.

  • Avatar for carson carson says:

    Very nicely point out about the key Benefits of Help Desk Software. I really learn something from your post. Thanks and best of luck for new post.

  • Avatar for bharathi bharathi says:

    One of the other important feature of any help desk software is automations and workflows. For eg, if you look at http://www.servicedeskplus.com, once email from the customer is sent, the system has complete automation in place to have the email automatically converted as an incident, auto-assign to specific skilled technician, execute SLAs based on defined criteria and notify customers automatically through email/SMS on every action happening inside the incident.

    I strongly recommend to look at automation processes before choosing any help desk software.

  • Avatar for Tom Harding Tom Harding says:

    That was quite comprehensive, cheers. We couldn’t be more happy with our Web Help Desk Software. Well worth testing if you don’t use it already! 🙂

    Hope this helps!

    Tom

  • Avatar for Robert Johnson Robert Johnson says:

    Taking care of your customers is critical to business success, and that’s one of the reasons we created TeamSupport.com (http://www.TeamSupport.com).

    TeamSupport is a hosted help desk application which meets or exceeds all of the criteria laid out in this article.

    The first three users are completely free for either small teams to use, or larger teams to evaluate the product.

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