Which Customer Help Desk Software WIll Work Best For Your Business?

qnaJacqueline runs an online women’s accessories shop and it is doing well. But like any growing enterprise, she encounters the usual problems like keeping track of her inventory, following up on orders, answering emails and concerns from her customers. Jacqueline is certain that she needs to level up the way she does things. And so she asked this question –

Hi. I really feel the need  to professionalize my business. Everything right now is manual and traditional. Being a web based venture, I need a system that can do the following:

  • track a customer’s transaction history with us, including support tickets logged
  • give me detailed information about each customer
  • see who among my staff are assigned to particular accounts, and the work they’re doing
  • compile commonly-asked questions posted by clients on our website  and draft pre-approved responses to these

These are just some of the things I’d like the system to do. Of course, the more functions, the better. Anything you can recommend for me? “ Jacqueline, LA

Hello Jacqueline, a customer help desk software will be perfect for you. It is cloud hosted, and this is made possible through a service portal that your customers can access whenever they need to communicate with you or encounter some problems. Needless to say, it is an indispensable component of your business.

Here are some features to look for when scouting for a good  customer help desk software:

  1. Support in multiple languages address the diversity of your internet customers’ geography or the places they come from. As such, English may be the default language but communication is also possible in other major languages like German, French, Chinese, Japanese, Russian, and others.
  2. Macros are part of the industry best practices in customer help desk software. They allow your customer service agents to perform multiple actions with just one click. Macros can be pre-configured so that they will allow you to change the status of a a ticket or respond to a request or concern with a standard reply.
  3. Help Center and Knowledge Base enable your customers to answer their own questions when accessing your site. This is made possible by incorporating  Frequently Asked Questions (FAQs),  Resource Guides and Community Forums in your pages.
  4. Leading customer help desk software these days like Zendesk provide social media integration. Whatever your customers are saying about you on Twitter and Facebook, you can monitor these and even convert the feedbacks into support tickets. Moreover, if your company has a Facebook page, you can link it up with your software for easy monitoring and conversion.
  5. Live chat and voice or phone support provide another channel for your customers to interact with you. Through this feature, you can establish your presence in real-time, record conversations and even set up customized greetings.
  6. If you are already using third party apps, you can sync them with your software to make the work easier. You can use a variety of tools for CRM, e-commerce, analytics of your customer data, project management, email marketing and many more.

    P.S. For further reading I recommend the following: what’s the best help desk software for it?; is cheap help desk software good for business?; and how to choose customer service help desk software.

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Category: Help Desk Software, Questions & Answers

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