Regardless if you are a small company or a big enterprise you must realize that if you want to buld client trust in you brand you must be able to solce complaints and answer questions from your clients both quickly and reliably. What happens if you client base if very big and you get lots of contacts at the same time? You can try to offer a faulty manual response to these queries or you can invest in a help desk software. If you’re still not sure “Why do I need help desk software?” this article will discuss the most important reasons to switch to such a solution.
You need a system to keep tab of all calls, emails, chat requests, and social network query posts you receive every day. Help desk software not only automates the mundane process like receiving calls, emails, or chats and lining them either on FIFO (first-in, first-out) or case-to-case scenario, but the system can also organize a multi-tiered customer query handling. Basic questions can be assigned to the frontline, while more specific or technical queries can be forwarded at once to the right department. Moreover, difficult questions or complaints can alert the team leader or manager for a quick response. You can also create a knowledge base site for recurring queries to free your frontline of repetitive, time-consuming calls.
Help desk uses a ticketing system to track conversations between customers and your agents. This system allows you to clearly see when issues are left unaddressed or delayed and the employee responsible for the bottleneck. When it’s not a human error, the bottleneck can be in the process itself, such as, allowing an open-ended conversation between agents and customers instead of following a sequential process. Help desk software record these conversations, which can unearth the problematic pattern.
This benefit is likely the best answer when someone asks, “Why do I need help desk software?”. When doing a comparison review of the best or top help desk software, look for the reporting and optimization feature, which collates various data across the customer service pipeline. This feature allows you to measure important areas, such as, response time, turnaround time, and resolution rate, and enable you to improve your customer service’ cost-efficiency. You can even sort the nature of queries based on various factors like degree of urgency or severity, location, customer type, time and season. It’s next to impossible measuring these metrics without an automated process provided by help desk software.
Since most help desk software products today are cloud hosted or online and can work via a mobile platform, it is easy to provide an all-around technical support. Technically, you can provide a 24/7 help desk access to customers even if you deliver a scheduled response. That’s because customers are willing to wait given that they know their query has been acknowledged and ticketed for a later response.
Help desk software also provides non-technical benefits, which are critical to growing your business.
It’s the ultimate goal of help desk: make customers happy. In many cases, customers get angry not because they can’t get the right answer, but they feel ignored, unappreciated or taken for granted (especially afters sales) when their query is unattended. What is simple case like retrieving a log-in password can escalate into a crisis if the customer’s request is left hanging. Help desk software allows you to respond fast; thus, creating confidence in customers that they are important to you.
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