Whenever your clients come across a problem with your product, they will get in touch with a help desk, the most obvious place where they expect to have their issues resolved. Businesses have developed various help desk solutions to manage complaints from their clients including tracking and taking phone calls and offering a solution to their problems. These can be done by email, phone, social media or chat.
It is the system that automates the help desk process to satisfy customers’ complaints or queries. Current help desk software products are often cloud hosted or web based.
Before making a comparison review of the best help desk software, whether for B2B or B2C, a large enterprise or small business, make sure the help desk software’s objective is clear to you: it just automates the process of addressing customer grievances. You still need to develop your knowledge base content, FAQs, escalation funnel (how to handle simple to extremely difficult cases) and case handling techniques.
What is the best help desk software for a small business may not be for a large business because different vendors offer different versions. Some help desk software products are stand-alone, while others are integrated to a CRM system. Some are accessible online, while others are hosted in client server. The variations notwithstanding, they all have three main functions:
The module assigns an ID to a customer call, email or chat. A customer service agent logs the ID and associates it with the conversation, which helps the manager to track the progress and outcome of the interaction. Newer help desk software can tag social network accounts that interact with the company through @mentions or private messages, so companies can easily spot their online ambassadors or critics.
This module directs the customer call to the employee who is qualified to provide the answer. Often, a coordinator accepts the call and forwards it to the concerned department. For instance, technical questions go to the I.T. support team; while delivery issues to the logistics staff. You can also assign roles to employees who should answer basic and technical concerns. Likewise, the Automation Suite alerts the coordinator of the status of customer interaction, such as: if a call is left unattended; whether the case is solved; or if the case should be escalated up to merit a manager’s attention.
The module collates relevant information from the other help desk modules, including nature of conversations, response time, duration of interaction, and number of calls received and solved. These insights help managers to calculate the help desk team’s workload, peak and low seasons, turnaround time, bottlenecks, and resolution rate. The objective is to further improve customer service performance or make it more cost-efficient. This module is also helpful to crafting knowledge base material by collating the most common customer concerns that you can base your FAQs or downloadable handbooks on and free customer service from time-consuming recurring customer queries.
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