What is help desk software?

Trying to get an understanding of what a "help desk software" can do for your business? Here's a complete overview for you to get started easily.

Take a free trial

So, what is this "Help desk software"?

Customers contact the help desk when they have a question or a problem. An employee from the company then addresses the question to the customer's satisfaction. A help desk software keep track of all your customer conversations across multiple channels into one place to support your customers better and faster. In reality, though, it's just a means to reach out to someone from a company when some help is needed.

Why does your company need help desk software?

     
  • For small businesses
  • For enterprises

For small businesses

help desk software solutions can help make better use of limited resources.

Self-service

Every customer needs instant and accurate answers. This can be done without the need of an agent behind every answer. A help desk ticketing software allows you to set up your own Knowledge Base, with FAQs, 'How to' articles and more. This way, your agents can focus on tickets that really need their attention.

Automations

Apart from self-service, ticketing software comes with smart automations that can further ensure diligent use of your man-power. Automatic answer suggestions, ticket tagging and sorting can help your agents save time on routine tasks and get straight to the pain points. Setting up automatic assignment rules, SLAs and tasks can help your managers focus more on building customer relations while ensuring that work stays on track.

Mobile App

Automations aside, there are somethings that can't replace human interaction. However, that does not mean being tied to your desk 24x7. Helpdesk software apps let you perform most ticketing functions via your mobile phone. So you can help your customers without the necessity of being present in an office.

For enterprises

help desk support software can help keep track of all support efforts and identify bottlenecks at the right time.

Team collaboration

When your support team needs to interact with multiple teams like finance, sales and marketing, there tends to be a lot of data and even more confusion. With a good customer support tool, you can ensure all team conversations are streamlined, through a team feed where all important announcements can be seen by your workforce, or through team chats where conversations are private and organized.

Advanced Process Automation

While your teams function together easily, there can be unidentified bottlenecks that end up delaying your customer service efforts. With powerful process automation, you can set up all your internal processes within your help desk, implement them automatically, instantly spot bottlenecks that are causing delays.

Analytics and insights

Spotting delays is the first step. To fix the issue, you need to know why the delay is caused. That's where help desk reporting and analytics come to your aid. With customizable dashboards and reports, most tools allow you to schedule reports to your inbox on a regular basis, so you can keep track of every function, review the data, and make the right decisions at the right time.

Artificial Intelligence

Bigger the scale of operations, higher the number of customers you have to pay attention to. With intuitive chat bots and Artificial Intelligence, customer service management becomes several notches easier. AI learns from the data you feed it, and in turn, answers customers when they need help, notifies managers when there are anomalies in the daily ticket traffic stats, and analyzes the customer sentiment in every ticket which helps agents prioritize their work accordingly.

Community

A better way to build and maintain your large customer base would be to give your customers a platform to discuss their questions and ideas with each other. Multibrand help centers enable you to set up separate Communities and KBs for each of your brands. You can post company announcements and AMAs in the forums and keep your customers engaged.

Flexibility

The right service desk software is the one that you can customize completely to match the look and feel of each of your brands. Along with customization, it comes with flexibility—it integrates seamlessly with the third party apps that you presently use to ensure your company can work without juggling between various app interfaces.

For small businesses

For small businesses help desk software can help make better use of limited resources.

Self-service

Every customer needs instant and accurate answers. This can be done without the need of an agent behind every answer. A ticket management tool allows you to set up your own Knowledge Base, with FAQs, 'How to' articles and more. This way, your agents can focus on tickets that really need their attention.

Automations

Apart from self-service, help desk software comes with smart automations that can further ensure diligent use of your man-power. Automatic answer suggestions, ticket tagging and sorting can help your agents save time on routine tasks and get straight to the pain points. Setting up automatic assignment rules, SLAs and tasks can help your managers focus more on building customer relations while ensuring that work stays on track.

Mobile App

Automations aside, there are somethings that can't replace human interaction. However, that does not mean being tied to your desk 24x7. Helpdesk software apps let you perform most ticketing functions via your mobile phone. So you can help your customers without the necessity of being present in an office.

For enterprises

For enterprises best help desk software can help keep track of all support efforts and identify bottlenecks at the right time.

Team collaboration

When your support team needs to interact with multiple teams like finance, sales and marketing, there tends to be a lot of data and even more confusion. With a good customer support tool, you can ensure all team conversations are streamlined, through a team feed where all important announcements can be seen by your workforce, or through team chats where conversations are private and organized.

Advanced Process Automation

While your teams function together easily, there can be unidentified bottlenecks that end up delaying your customer service efforts. With powerful process automation, you can set up all your internal processes within your help desk, implement them automatically, instantly spot bottlenecks that are causing delays.

Analytics and insights

Spotting delays is the first step. To fix the issue, you need to know why the delay is caused. That's where help desk reporting and analytics come to your aid. With customizable dashboards and reports, most tools allow you to schedule reports to your inbox on a regular basis, so you can keep track of every function, review the data, and make the right decisions at the right time.

Artificial Intelligence

Bigger the scale of operations, higher the number of customers you have to pay attention to. With intuitive chat bots and Artificial Intelligence, customer relationship management becomes several notches easier. AI learns from the data you feed it, and in turn, answers customers when they need help, notifies managers when there are anomalies in the daily ticket traffic stats, and analyzes the customer sentiment in every ticket which helps agents prioritize their work accordingly.

Community

A better way to build and maintain your large customer base would be to give your customers a platform to discuss their questions and ideas with each other. Multibrand help centers enable you to set up separate Communities and KBs for each of your brands. You can post company announcements and AMAs in the forums and keep your customers engaged.

Flexibility

The right service desk software is the one that you can customize completely to match the look and feel of each of your brands. Along with customization, it comes with flexibility—it integrates seamlessly with the third party apps that you presently use to ensure your company can work without juggling between various app interfaces.

How does it help simplify your customer service experience?

Most companies give out an email ID and/or a toll free phone number to their customers. Customers can reach the company through these when they need help. Cloud based help desk software simply automates as much of this as possible.

Generally, customer service helpdesk software consists of at least 3 parts, namely

     
  • Ticket Management
  • Automation Suite
  • Reporting & Optimization

Ticket Management

helps organize customer requests and helps you cut through the clutter. Here's how:

  • The software pulls customer emails from an email ID and lists them in a single place online—almost like rerouting emails to a more organized tab.
  • It allows the helpdesk executive to answer calls from customers and log them on cloud, easily.
  • It allows customer support executives to listen to and respond to customer feedback on social media, such as Facebook and Twitter.

All of these are common examples of Ticket Management.

helpdesk ticket management software

Automation Suite

goes a bit further, enabling better assignment and implementation of work. That means,

  • You can ensure that questions from customers are redirected to employees who are capable of answering them satisfactorily.
  • You can set up automatic notification rules, that alert you when the customer's replied or left some feedback.
  • When a support executive hasn't responded to a ticket, or when a ticket is taking too long to get resolved, SLAs can ensure that these are brought to your notice and taken care of immediately.

And then there's Reporting & Optimization.

help desk software automation

Reporting & Optimization

It constitutes the most important function of customer service. It pulls pertinent information about all the critical aspects of the web based help desk. Managers and leaders can track and understand things such as

  • Ticket load on the customer service team
  • Turnaround time & resolution rate of each executive
  • Average customer happiness levels, etc.

Metrics like these give managers a quick perspective of how things are faring and let them make amends for the better.

help desk tracking software

Set up your help desk and see how these features can help you

Apart from these, what else should you look for in a customer support help desk software?

Security

Data security, yours and your customer's, takes top priority. A good help desk tool must be GDPR compliant, and meeting industry standards of ISO 27001 and SOC 2 Type II—this helps customers have more control over how their data is used. Learn more

Multichannel capabilities

Like it or not, your customers will get in touch with you through multiple channels, like live chat, social media, etc. A online help desk software puts all of these messages in one place.

multichannel help desk software

Customer history

With all customer messages in one place, you can look at their previous communications with your company and understand them better Learn more

web helpdesk software

Collaborative features

Customers' questions are almost never limited to one department. A support tool can help your teams come together and work on tickets a lot faster, without the loss of vital information. Learn more

team feed service desk

Flexibility

Can you get the support software to blend in with the tools you're already using? Can it be extended and integrated with the apps you are familiar with? Learn more

Self-service portals

It's the best way to ensure that your customers have instant answers and your team has fewer tickets to handle. Learn more

self service portal along with help desk software

What if you end up not liking the help desk software after you buy it?

There are a lot of options to choose from when it comes to help desk ticketing software, and almost all of them come with a free trial period. If you run a small business, you might even find an open source/free help desk software that might suit your needs. Evaluate them, compare them, choose the right pricing plan and software. It definitely is worth the effort.