April 24th, 2019 | Updated on June 5th, 2023
Wondering why you would need a help desk software for your small business?
You’ve already got a cool group of IT support guys working for your small business – they know their job, respond to your customers’ requests, and work hard to get their queries and issues resolved.
But as your business grows, and your customer base increases, the count of help requests – “tickets” – will inevitably increase as well.
You might think of hiring more customer support guys to answer customers’ emails and attend to tickets raised by them. But your real solution to this ever increasing demand is a smart customer support solution – a help desk software to help your business thrive.
To stay ahead of the curve in our tech savvy business world and to build customer-centric businesses, try relying on automation to increase your responsiveness. In other words, what your business needs, first and foremost, is a help desk software.
What Exactly Is A Help Desk Software?
A help desk software enables you to communicate with customers more smoothly, keep track of user requests, and, more importantly, streamline conversation across channels into one place.
A help desk software can serve as the heart of your great customer service as it offers omnichannel support and synchronized communication across multiple devices, such as phone, chat, email, and social media.
A help desk software will also enable your IT support team to track, prioritize, and solve customer support tickets in the most efficient way.
Customer expectations are ever increasing, and the smallest disappointment can end up as a viral post on social media – that can damage your business’ reputation in a heartbeat.
Your support team them must know how to deal with difficult customers in the most professional and effective way.
Must-Have Features In A Help Desk Software
If you are going to have one help desk system for your support team, you must take into account these must-have features in your help desk system while evaluating potential solutions:
1. Knowledge Base:
A system that allows your team to share their collective knowledge via an internal knowledge base can help you make a significant impact on resolution time and reduce workload.
It provides your team with a wealth of knowledge including tutorials, how-to guides, webinars, FAQs and more in one resourceful place, making all the useful and valuable information easy to find by everyone.
2. Ticketing System:
A ticketing system, at its core, enables managing, assigning, tracking, prioritizing, and, more importantly, resolving IT support queries from multiple channels.
This automated ticketing system acts as a single point of contact between your IT support agents and customers.
It converts all support requests into tickets, assigns them to relevant support agents, improves response times, and allows for prompt issue resolutions.
3. Reporting:
A help desk reporting enables you to monitor your tickets inflow and identify priorities. These useful insights can help you make informed decisions and boost your team’s performance
Advantages Of Installing A Help Desk Software
Now that we’re all on the same page about what essentially makes a help desk, here are the advantages of implementing the right help desk software for your business to better serve your customers:
Quick Response Time
With the right software, agents are able to offer support more quickly, and with greater attention to detail.
Organized Communication
All of your customer conversations — across different teams, emails, social media, or phone calls — are available in one place, making all the useful and valuable information easy to find for everyone.
Better Ticket Management
When help requests build up, your support team can get overwhelmed. The right help desk software keeps your ticket management queue structured in an efficient manner, improving your operational efficiency and users’ overall experience.
Improved Customer Satisfaction
Providing quality support service to customers will win their hearts. Using right help desk system, you can offer prompt support, and will be rewarded with customers’ loyalty.
Summing Up
Choosing the right help desk software is one of the most important decisions you need to make, which will give your business a distinct competitive advantage.
Need more information? Read this complete guide on how to choose a help desk software.
