Remote Help Desk Software: Comparison of Features A Web Based Program Should Have

Category: Help Desk Software

qnaMartin operates a mobile phone distribution business across 12 states. He is wondering if there is software available that can help him deal with his growing number of customers and sub-distributors. So he approached us with this question:

“Hello, the central office of my phone distribution business is being swamped with varying demands from both our buyers and sales staff on the field. In the past, we only had good old facsimile machine, the telephone and email to deal with their needs. As our small business grows, I now see the need for some kind of software that is smart and flexible enough to do the work so that I don’t have to hire additional support personnel and be able to cut on cost. What is the best stuff you can recommend for me? Thanks in advance! “ – Martin, NY

Hello Martin, no problem asking the question. There is a solution for a busy company like yours, and it’s called a remote help desk software. This kind of software is web based but the beauty of it is that you can also access it while you’re on the go. You can even get free or really cheap cloud based help desk software. Here are the features to look for when scouting for remote help desk software.

Easy to install

There is nothing complicated about most remote help desk software because the setup is automated. You can begin using it on the day of purchase. Since the interface is almost always intuitive, little ,or no training, is needed for the staff. In some cases, like in Windows servers, an installer may be used but the process is often painless, even for the least web-savvy.

Live Chat

This feature allows for instant communication with your clients as one would see in applications like Yahoo Messenger or GTalk. They are usually placed in the form of a pop-up in your website or customer portal. They can be customized as well to include personalized greetings and translations in several languages. The whole idea is to answer customer queries as they come in and chat sessions can be saved so you can just use the answers to the most commonly-asked questions for next time.

Email manager

All remote help desk software have a good and simple email management system. It’s built-in to provide the most user-friendly access to customers. Emails can be instantly logged as support tickets, complete with Service Level Agreement (SLA)  functionality to ensure that all concerns are acted on fast.

Read more:  Guide To CRM Software Vendors: How To Choose The Best One For Your Company

Call Management

Apart from emails, most customers still prefer to use the telephone to elevate their concerns. Most help desk software have features that make it easy to record conversations, play back, and log in all details related to the call.  Moreover,  software like ReadyDesk integrates with Asterisk, a free PBX system that runs on Linux.

Remote desktop

Otherwise known as ‘screen sharing’, this enables you to connect and access your customer’s online computer to know what’s troubling them or see what issues need to be fixed. Such a feature is usually encrypted for security and works through most firewalls and proxies.

P.S. For further reading I recommend the following: how to choose a SaaS help desk software; and which customer help desk software suits you.

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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