Service desk software facilitates the streamlined delivery of customer support at various levels, starting with the front desk that responds to common issues, up to supervisory levels that tackle escalated problems. The solution can be used to monitor and resolve customer issues promptly to ensure user satisfaction as well as their continued business. You can utilize service desk software to provide customer support through common channels such as phone, live chat, email, and social media. The platform stores client interactions, emails, and other engagement records that you can use for reference and to do research on best practices. Plus, you can use its analytics features to monitor and improve agent performance. Explore the top-ranking apps in this category by browsing our comprehensive reviews including that of the current topper Samanage.
Maintaining a 100% vivid, multi-tiered, and operational IT support is very difficult, but that doesn’t make it any less critical for the success of your customer-oriented business. Companies nowadays are requested (not advised!) to adopt the best online practices for end-user needs’ satisfaction, and to turn the work of their IT department into an irreplaceable means for the achievement of strategic goals. Luckily enough, web developers came across the idea of best service desk tools, which make this feasible.
Service desk tools, or help desk software for small business and enterprises as it is popularly called, is designed for IT users experiencing service delivery difficulties, by instituting a multi-tiered troubleshooting approach based on documented knowledge. Hypothetically speaking, they may simplify support to the level of a single technician who needs nothing more to work than his phone and proper internet connection.
Technically, service desk software programs unite multiple strategies for following relevant information, and they therefore include problem resolution, escalation prevention, tracking of incoming requests, consultations, and single contact points of interruption. As a result, communication is streamlined, and every issue is recorded for evaluation. In the long run, the growing efficiency of the IT team is expected to increase productivity, and to make business more convenient for all parties.
It is advisable to sign up for the free trials or demo offered by leading service desk software providers in the market. This will give you an opportunity to test their list of key features and do a comparison before you invest your money in any software. We recommend you register for the free trials of the following three platforms which have received high SmartScore rankings and user satisfaction rating in our service desk software reviews to choose the best Service Desk software for your company: Freshdesk reviews, Freshservice, and JIRA Service Desk.
It’s no secret that service desk software producers are trying to reinvent the wheel, and that an important moment of their competing strategy is to provide advanced features that can unify the working process even more than expected. The truth, however, is that you don’t have to break the bank and purchase ‘futuristic tools’, but look for a basic set of features at a reasonable price:
Ticket management and tracking
As tickets are being created on dot, the system must be empowered to manage them, and to monitor the entire workload in order to increase throughput and to reduce resolution time. The basic things to evaluate in this capacity are whether tickets are logically presented, whether resolution and categorization requires your direct attention, are there sufficient details displayed on the dashboard, and whether the resolution mechanism is enabled to reassign tickets and to include multiple users in the resolution process?
The integrated knowledge base will be the place where all tickets are stored for reference, and where team members share knowledge to help each other. It can have a significant effect on reducing workloads, assuming that creating, maintaining, and searching for articles is made easy.
Reporting metrics and statistics
You should be able to analyze all responses using statistics, graphics, feedback, and technical support, and you should enable users to participate directly in the resolution process.
Intuitive and friendly interface
You won’t make your IT department’s work easier by giving them a tool that requires ages to learn. Go for easily navigated help desk portals that need no deployment complexity, and organize information in a clear and logical way. This is a critical precondition for your efficiency, and also your capacity to evaluate ROI trends.
Reaching ROI goals with your service desk system should be easy, but you would still need an experienced team on the line to help you adopt it. Note that this system will be the company’s face you present in front of your customers, and you are obliged to keep it running in all circumstances in order to make your IT team credible.
Our in-depth comparisons indicate that service desk software tools make life easier in many different ways. It is one of the most popular IT practices for simplifying office work, which is completely understandable knowing how many benefits it has:
Issues can be fixed in a much faster way if there is a centralized location for office employees to submit issues. Relieving the IT team from its manual work will let it focus on more important tasks, and everybody will become much more effective.
Together with significant time savings, the IT team gets to select and prioritize issues and give them to the technician who is most suitable to respond. In fact, each technician gets to estimate which issues can be dealt with at the same time, since they are all gathered in a centralized database.
The basic thing each service desk system allows is for you to name and describe issues, but it includes numerous custom fields where you can separate issues by location, duration, preferences or any other category that is relevant to your business.
The single user portal where tickets can be created, tracked, and resolved is the biggest business discovery related to service desk software. The unified database will help you provide reliable information to your customers, and to reduce the number of unnecessary tickets.
The fact that service desk software can categorize issues according to their severity is an important advantage, since such pre-selection cannot be made manually. The process allows the team to identify high-risk issues and to solve them first, even before they’ve checked them out.
Following IT trends
Each service desk works with a set numerous metrics to measure performance, such as average time spent on tickets for different categories. With time, these metrics will reveal common trends and best practices based on which you can deal with similar issues much faster and more efficiently.
You can create a standardized set of rules for your service desk to follow, and to use as criteria for assigning specific tasks to specific technicians. For instance, if you’ve observed a trend indicating that your colleague Sonya is the best person to deal with ‘password’ related tickets, and you’ve instructed the system likewise, it will assign the next issue to Sonya automatically, without an admin involved.
Aligning time to long-term goals
A service desk on board makes it easy for IT personnel and issue submitters to track the life cycle of their requests, because due dates are automatically assigned, and issues are categorized on the basis of prioritization.
We all know that using old cases as precedents for new ones is desirable, but remembering them or looking for them in large, unclear reports is a real nightmare. The advantage of recording issues in a service desk system is that you get to look for them with a single filter, or by going to the specific database section where they’ve been stored.
Service desk systems don’t only save time, but money too. One of their strongest points is financial leverage, due the fact that they empower outsourcing to boost ROI and to reduce fixed costs.
Service desk systems perform amazingly when given to the right team, so bear in mind that internal issues such as long training, remote personnel, lack of knowledge, or even lack of care can increase the number of drawbacks compared to the benefits.
In order to avoid the hazard and to make the most of your investment, try to prepare in advance:
Identify your mission
Most of the time, it will be one of the following: improving B2B user support, providing internal technical services, or providing customer support. The best service desk systems can handle all of them, but knowing what you want in advance is always a good start.
Set goals that can be measured
These could be your financial goals (ROI, for instance), or service ones such as reduced response time, knowledgeable pre-selection, customer retention, user satisfaction, etc.
Implement your existing categorization (if possible)
Service desk systems will require you to provide instructions for their goals and mission, and the best way to do it is to work with definitions and categories you already have.
The height of your monthly subscription usually depends on the number of agents you want to include, meaning that small companies with just three people in charge could go without paying a single dime. Subscriptions for 3-10 agents fall somewhere between $3 and $300, depending on the features you want to use. For more than 10 agents, expect to pay between something $1000 and $7000. Note that most vendors offer annual plans with significant reductions, as well as a free trial you could use to test their features.
Post by Alex Hillsberg