What is Service Desk Software And How Does It Work?

help2When a company deals with hundreds or thousands of customers calls and requests there’s definitely a need for a help desk system implemented. Also refered to as help desk software, it allows you to automate and streamlines the business process of dealing with a significant amount of client queries, while enabling you a personal engagement rather than just a mechanical response.

Before you buy service desk software or make a comparison review based on technical specifications (like cloud hosted features, mobile capabilities, app integrations), remember that it is first a business decision. After all, what is service desk software without an objective? Whether you’re a B2B or B2C small business or large enterprise, you the aim is to keep customers satisfied in this volatile and competitive business environment.

What is service desk software’s process?

Taking customer query

A single-point of contact is provided to customers either via phone, email, IM chat, or a combination of channels.  On the other end, a customer service agent receives the query and IDs the message for easy tracking. For basic questions, the agent can provide immediate feedback. At times, the agent can act as a coordinator for more difficult or technical questions by forwarding customer query to the right department. Technical questions can be sent to an I.T. team, while order issues can be forwarded to the purchasing department.

Addressing customer query

To monitor the interaction, the service desk software can alert the coordinator or manager for queries that are left unattended or unresolved. Good service desk software can prevent issues from escalating by helping the customer service agent to identify bottlenecks at the frontline—nothing can be more annoying to a customer than being left hanging on the phone or her email unanswered for a week.

Moreover, service desk software can alert team leaders or line managers when their decision is needed to address difficult customer complaints (for example, asking for a refund or rebooking outside company terms).

Improving the process

The duration of conversation can also be clocked and query types categorized to help team leaders, managers, or owners calculate call volume, turnaround time, and resolution rate. These insights help to make customer service more cost-efficient. For instance, common customer complaints or queries can be identified and answered via a knowledge base page that customers can visit instead of making a call or shooting an email.

Non-technical Essentials

Aside from looking for service desk software with top features, make sure to include the best practices in customer service industry:

  1. When using knowledge base, customers should be able to rediscover previous incidents or queries by other customers fast or in a logical manner
  2. Make sure you don’t repeat the problems, glitches or bottlenecks identified by the service desk software to avoid agitating more customers
  3. The desk service department should have direct access to customers’ user-password credentials (instead of tapping a separate database from the I.T. department) to ensure rapid response to customers with password problems
Read more:  Future Of Help Desk Software: Expert's Insights On 4 Developing Trends
Category: guide, Help Desk Software

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