A helpdesk software performs several functions that makes it a suitable addition to any office or workplace set-up.
- A single point of contact. A help desk provides internal and external customers with a single contact point in case of problems or issues.
- Answer questions. The customers should be able to use the self-service or contact a desk agent when they need help with step-by-step instructions.
- Free up time. A well-run helpdesk plays a central role in collecting information and centralizing knowledge and provides workflow guidance that makes solving issues faster and easier.
- Measure customer satisfaction. A help desk software provides customers with a way to rate the help desk and offer feedback to improve workflow processes, knowledge base, and more solutions.
When businesses start up, they often rely on email for support. But as these enterprises grow, moving from email-based customer support to remote helpdesk becomes critical. Customer support needs to scale with a business. This implies that as the business grows, it should have a corresponding remote helpdesk capacity to address emerging customer issues. There are common reasons your business needs helpdesk software:
- Your email is a lousy tracking tool. If every help request becomes a string of emails, agents may struggle to prioritize and respond to requests. It implies it’s time to move your conversations from your inboxes to organize and manage your help desk queues.
- Customers want to help themselves. For most companies, helpdesk software offers a simple way to organize a knowledge base and help customers self-serve common questions.
- Monitor the health of support. Helpdesk software can track several metrics like resolution time, customer satisfaction, ticket volume, and even individual performance and work output.