At it’s most essential, a help desk gives customers a place to address their questions, problems, issues with a company’s product or service. Without a help desk, companies lose a valuable opportunity to absorb a customer’s negative experiences and turn them around. While usually there when something goes wrong, help desks are essential to overall positive customer experiences and client services.
How Can Help Desk Software Be Used?
The tools a company chooses to address its customer support are important. While the essential ideas of a help desk can be quite simple — address customer needs — the ways in which you run your help desk can make or break it. Many companies nowadays use specialized help desk software to track and address their incoming customer issues. This is called trouble ticket software.
Additionally, many companies leverage online help desk software to provide some self-serve customer support: knowledge-bases, FAQs, and customer support search tools that allow customers to search for answers themselves.
Help Desk Software for Better Customer Service
Good help desk software can ensure a company will offer, if not perfect customer service, at least better customer support service. Help Desk Software provides a framework for capturing customer questions, problems, and issues; and tracks those issues until they are marked solved. Capturing is important because you need a way for your customer's issues to get to you. But capturing is not enough — think of a suggestion box that no one ever actually opens. You also need tracking, the ability for an issue to alert the customer support agents and ensure that it gets answered in a timely fashion. Help desk software can do this.
Help Desk Software for Happier Customers
Customers need a place to get in touch with you; whether that’s a phone call, an email, or a physical location, the easier it is to contact you when they have an issue, the less aggravated they will be with that issue. Additionally, the faster your company responds with applicable customer support solutions, the more loyal they will be. Often, a company who can effectively handle a customer support issue will actually receive more praise than if the customer had never had the issue at all.
Help desk software gives your customers an online service desk to visit when they have an issue; as well as makes answering their issues much easier and faster for your company.
Help Desk Software for Happier Customer Support Agents
When your company uses help desk software to handle its customer service, it reduces the strain of organization put on customer support agents. Rather than trying to keep support issues straight using an email inbox or another homegrown customer support solution, help desk software is built around the workflow of the customer support staff. This means your company’s support agents can focus on client services and not on managing the incoming mail.
Help Desk Software for Trouble Ticket Tracking
Good help desk software will include trouble ticket tracking built to fit within a support ticket system. The goal of help desk software is to bring a customer’s issue to solved as quickly and effectively as possible. When a customer submits an issue to your help desk, your company should have a help desk ticket system in place that keeps track of these in the form of tickets.
The support ticket system will keep track of which customer issues are new, which are pending more information from the customer, and which are solved. Notifications and alerts are tied into this support ticket tracking, so that as a ticket moves from new to solved, the support agents are reminded about outstanding issues that still need resolution. Additionally, your company should be able to create customized ticket routing to fit your particular customer support workflow.
Help Desk Software for Self-Service Customer Support
While some customer support issues are best handled through a support ticket system, some issues can be more easily and quickly addressed through the use of self-service customer support tools like knowledge-bases, community forums, and FAQs. Good help desk software will come with the tools to both create and manage these kinds of customer service tools.
Self-service customer support options such as these give your customers the ability to get answers to their questions without relying on a response from a customer support agent. While this will not work for every customer service issue, it can address many of the most common customer concerns; and can relieve your help desk agents’ support ticket workload.
The Benefits of Web-Based Help Desk Software
While physical or phone-based help desks are still valuable to some businesses, it is becoming more and more important for companies to offer online customer service. Just as consumers turn to the web for information about a product or service, they also look there when they have a question or issue with that product.
In addition to offering an online help desk, many companies are looking to run their help desk software straight from the web. Hosted help desk software is a help desk that is completely Web-based, freeing users from the burdens and constraints of running their own customer support software. It is built and managed via the Web from end-to-end, making it not only more readily accessible, but also more interactive, more dynamic, and more compelling. From ticket tracking through community support, online help desk software allows users to perform all tasks across the customer support lifecycle quickly, easily, and conveniently, from any Internet-enabled PC or handheld device.
Hosted Help Desk 2.0 vs. Running Your Own Help Desk Server
Traditionally, Help Desk Software was installed and run on a company’s web server. This meant that the software had to be installed and configured before it could be used; and that it required maintenance throughout it’s life. Similarly, the company had to pay for the server upkeep and the bandwidth to run it.
A hosted help desk solution removes the hassle and risk of maintaining your own server and software. Instead, hosted customer support software is delivered via the SaaS (Software as a Service) model. SaaS eliminates the need to install software on desktops, so customer support agents can begin handling customer issues within a couple minutes. All features and functions are accessible via the Web, so any user, anywhere around the globe, can handle customer support issues at any time. And, because ongoing maintenance, upgrades, and enhancements are handled by the service provider, and because SaaS solutions can be instantly scaled to support new users whenever needed, burden on IT staff is dramatically reduced.
Zendesk: Help Desk 2.0
Zendesk help desk software provides professional-grade customer support service that is simple to implement, affordable, and highly customizable.
Perfect for SMBs or enterprise scale companies, our help desk software is a scalable solution that easily adapts to fit new or evolving work flows and processes with no downloading, installation or managing. As a SaaS program, Zendesk help desk software is more responsive and customizable. Companies can quickly scale to answer customer support requests, and the ecosystem of SaaS integrations enables the smooth flow of customer data and services
Leveraging the benefits of web-based communications, social media, and SaaS, our hosted customer support software has helped companies of all sizes move their help desk and customer support operations to the Web. Companies such as Twitter, MSNBC, IDEO, and Books-a-Million can attest to the fact that Zendesk’s help desk software is all about simplification.
Zendesk offers:
- An integrated, intuitive help desk interface for all phases of the customer support workflow
- The ability to customize the way your company tracks it’s customer support issues with customizable ticket tracking
- Methods and tools for extensive branding customization - make your help desk fit with your brand
- Tools for Self-Service Customer Support, including the ability to create Community Forums, FAQs, Knowledge-bases
- Integrations with many popular third-party business and customer service applications
- The ability to easily distribute your help desk resources so you aren’t tied to a particular time zone or location
- Reporting capabilities to track the effectiveness of your customer support solution.
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