What Is Cloud Based Service Desk? 5 Tips On Why Switching To Cloud Is Worth It

Category: Help Desk Software

help6The performance and successful implementation of a cloud-based service desk can be a very good indicator of the overall efficiency of your comapny IT departament, no matter if you run a B2B or B2C company and whether it’s a small business or a big enterprise. Apart from being a popular business solution for developing companies cloud-based service desk will allow you to improve your entire business process. In this article we’ll explain all you need to know about such solutions, and we’ll show you why switching to cloud is a good idea.

 So, what is cloud-based service desk?

A cloud-based service desk generally is a help desk team organized by the company to resolve issues and requests from customers about a product or service with the help of the latest technologies, the Internet, and a cloud-hosted application. A cloud-based service desk can significantly improve customer satisfaction, reduce company costs as well as time to handle and fix issues, and ultimately, keep businesses to run efficiently.

What is cloud-based service desk’s primary aim? It is to restore the normal and optimum services to the users as fast as possible. To put it simply, a cloud-based service desk helps make sure the company to become the best in its field.

What are the benefits of using a cloud-based service desk?

  • Improved perception of customer service as well as customer satisfaction
  • Increased accessibility to support, help, or assistance using a single point of contact, information, and communication
  • Quicker turnaround and better quality requests or issues from customers or users
  • Improved company teamwork and communication
  • Better focus and a more proactive way to service provision
  • Improved infrastructure and control
  • More efficient utilization of IT support resources as well as better productivity of business personnel

General responsibilities of a cloud-based service desk may include:

  • Taking all relevant request details from the customers, and providing categorization as well as prioritization codes
  • Giving first-line monitoring, investigation, as well as diagnosis
  • Addressing incidents/service requests that may not need to escalated in different departments
  • Escalating incidents or service requests which the cloud-based service desk cannot address within the agreed timescales
  • Taking note of all resolved issues, incidents, service requests, as well as other calls
  • Doing customer or user satisfaction surveys or call backs as agreed
  • Constant communication with customers or users, updating them of incident progress, informing them of impending modifications or agreed outages, among others
  • Providing updates to the configuration management system

To have and maintain a fantastic cloud-based service desk, it is important that:

  • The needs of your business are understood
  • The requirements and expectations of your customers are understood
  • Investment is possibly made to train the service desk staff
  • Objectives, goals, as well as deliverables of the company are clearly defined
  • Service levels are generally practical, agreed, and constantly reviewed
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5 tips why you should shift to cloud-based service desk software

The popularity of social media platforms should horrify any company that has bad customer service.

With minimal effort right now, any customer who is disgruntled can use a social media platform such as Twitter or Facebook to vent out their ire to the whole world. As we have seen from several examples of less-than-satisfied customers (including celebrities and other high-profile ones) against some companies, often these grievances can immediately pick up widespread support and even media attention. And that certainly means bad news for the company that was unfortunate enough to be in the crosshairs.

If a company does have crappy customer service, then better service desk cannot help it. However, it could help your company.

Service desk software has changed drastically over the years. It has gotten prettier and varied, for starters, and it has become more accessible. The changes however go beyond features: Companies these days realize that when disgruntled customers want to vent, they are going to do it publicly.

Using cloud help desk software has some advantages, especially since you want your company to be always on the go when it comes to customer service and to avoid negative feedback anytime on the Internet.

If you are thinking of transferring to cloud help desk software, below are five tips to help make this transition successful.

Tip 1: Consider the compliance and security considerations right at the start

With cloud-hosted applications, your organization’s security is a deal between your organization and the vendor. It is therefore crucial to understand which aspects or levels of security are handled by the vendor, and which are should be taken care of your company. Depending on the industry you are in, you may also need to check out compliance issues when transferring your service desk to the cloud.

Tip 2: Prepare your migration strategy in advance

The cost as well as the time involved in switching an existing function to the cloud must be analyzed completely so that everyone, right from the top down to the employee, knows what will entail to do the transition process, when it will start, and how much money is involved. You will also need to know the bandwidth cost of transferring your desk service to the cloud, how long will the process take, and which processes or functions of your business will be affected by the switch.

Tip 3: Prepare to address the “sunk costs” discussions thoroughly

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As soon as you even think of switching your service desk into a cloud-based one, you will need to discuss the “sunk costs” discussions with your bosses or colleagues. Some people may tell you that moving your service desk to the cloud is almost the same as “throwing away” your initial investment. In an ideal world, sunk costs should not have an effect on decision making, but in reality they do. If your earlier on-premise help desk software was problematic, or your colleagues hated it, addressing these discussions about “sunk costs” will be much easier.

Tip 4: Select your vendor wisely.

Choose where you are buying carefully. Get someone or an organization that has a flexible billing scheme to customize the needs of its various customers. Look for the fixed as well as recurring costs.

Look for the performance of the vendor, and the support it can offer. Check out lock-in agreements and if there are risks associated with such agreements.

Tip 5: Many things still need to be done after your cloud migration is complete

Check out your performance after you have shifted your service desk program to the cloud. Constantly review your service desk performance with the professionals in the IT department, end users, as well as the accounting department. Ask the following questions:

  • Has the shift been worthwhile?
  • How could the system be improved?

In case you are interested, Venture Beat recommends 10 outstanding cloud-based help-desk services for you to consider. ZDNet offers a case study of how cloud service desk solutions bring advantages to users.

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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