Help Desk Software For Medium Companies: Experts Explain Its Key Features

Category: Help Desk Software

helpDoing an effective comparison of best help desk software products can be challengeing when you’re a medium-sized company. Regardless if you are a B2B or B2C firm you most likely face a more complex dynamics and customer volume in comparison to smaller companies.

When you’re looking for the best help desk software for medium companies, it’s a good idea to divide the software features into main functions and crucial tools. Small businesses frequenlty can use only the main functions, while medium companies usually require more complex tools.

The Main Functions

These are the basic features that any help desk software should have and any business—large, small, or in-between—should be using.

Ticket Management – allows you to track the status of customer queries from the beginning to resolution. This system will help to alert you of unresolved complaints or escalation of issues, among others.

Automation Suite – allows you to create automatic processes, such as, call routing, dynamic forms, and setting of priorities so your support agent can focus on customer engagement.

Reporting and Metrics – it collates data from different parts of the help desk, including call duration, call volume, and resolution rate. These data can help you assess your customer service performance or identify tight spots that can be improved.

Advanced Tools

Here are some of the more sophisticated features you’ll need to meet a more complex customer base:

Self-service portal – This function, often a dynamic community for customers with questions, can direct customers to self-discover the answers to their queries and relieve workload off your stressed and stretched out support agents. Look for features, such as: customers can submit and track their own records; search for answers in your knowledge base page; or update personal settings.

Service Level Agreement (SLA) management – This tool can calculate SLAs (your promise of minimum support to your customers as stated in the licensing terms) based on your business hours and list of holidays. It can also help you schedule replies and manage customer service costs with greater consistency.

Telephony support –You can install an interactive voice response (IVR) to guide callers to the right support agent; thus, automating the customer service frontline. Likewise, you can set up a voice mail as a backup to your overburdened hotline, or install call recording to retrieve conversations for assessment or as a reference to a dispute.

Social channels – This tool features a unified window where you can access your different social networks, such as, Facebook and Twitter, without having to visit separate accounts. It helps you to quickly respond to social posts by your customers.

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Third-party apps – The help desk software can integrate with third-party apps like web-based email service, popular extensions for spread sheets and documents, and calendars. Some of these third-party apps have more powerful specific functions (e.g., unlimited Gmail or Google Docs bandwidth), so integrating them with your cloud hosted or online help desk system can greatly enhance your help desk.

Mobile platform – It allows you or your customers to access the help desk system through smartphones or tablets. This option can be valuable with more customers surfing the Internet via mobile.

Personalized branding or white label – You can dress up the help desk software using your logo and color schemes to give it a professional look. This flexibility is especially valuable when you’re dealing with B2B clients.

More touch points – With a growing and diverse customer base, you can offer different touch points to access help desk, including a telephony support, email support, live chat, social media, and community. Tracking all these points-of-entry requires a more sophisticated help desk vendor.

How to choose help desk software for medium companies is more complicated than you may have imagined.  What is a simple help desk solution for small companies may not fit your growing business. Instead of behaving like a proprietor, start making strategic decisions like a big company that you are. We hope the tips above will help.

Good luck!

By Jenny Chang

Senior writer at FinancesOnline who writes about a wide range of SaaS and B2B products, including trends and issues on e-commerce, accounting and customer service software. She’s also covered a wide range of topics in business, science, and technology for websites in the U.S., Australia and Singapore, keeping tabs on edge tech like 3D printed health monitoring tattoos and SpaceX’s exploration plans.

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