In this section of our blog, we are going to address how to select the Top Help Desk Software for your organization.
To do that, we need to understand the basics of help desk software.
What is a Help Desk Software?
It is a suite of tools that enable you to provide information or support to your customers with concerns, complaints, or inquires about your product or service. A Help Desk software keeps track of all your customer’s conversations centralized in one place so that you may be able to support your customers better and faster.
In simple terms, it is a place where you can reach out to your organization when some help/information is needed. The best help desk software should make it easy for you to handle customers/client queries efficiently and help create an exceptional experience for them.
Next question that should come in your mind is,
Do you really need a Help Desk Software?
We say, Yes. If you own a small business, then it will help you effectively utilize your resources since you will have a limited number of employees working.
If you own a large size business, then you will find that all that data that is scattered in different departments are centralized in one location, which is easily accessible to you and your employees.
Another question that follows is, how do you even select the Top Help Desk Software?
There are a couple of things that you will need to consider before you go ahead and purchase a new Help Desk Software. The best help desk tools will help you and your team create quality customer service consistently.
We will keep it simple for you.
Help Desk Ticketing System
The best help desk software helps you in organizing customer requests. The help desk tool pulls customer information along with his/her emails and other contact details and places them in a single place online. It is like rerouting all the customer/client details all in one tab. The help desk software allows the helpdesk executive to answer calls from customers/clients and log them on the server easily so that another helpdesk executive has access to it with just a click of a button.
Help Desk Reporting
The best help desk software constitutes in the most critical function of customer service; that is, it pulls information about all the vital aspects of the customer and outputs that information into your excel or google sheet accordingly. In that way, you will have access to track and understand items like a load of tickets on the help desk team, turn around and resolution time of each help desk member, find out on an average of your customer/client satisfactory levels, etc.
Help Desk Automation Suite
A good help desk software will ensure that customer queries are redirected to the right employees in your organization who are capable of answering them satisfactorily. A good help desk software can help you set up automatic notification rules so that you get alerted when the customer or client has replied or sent some feedback. Also, when a help desk executive does not respond to a customer or client or if the ticket is taking too long to get resolved, Service Level Agreements can ensure that these kinds of issues are brought to your notice, and you can act on them immediately.
The above three items are the essential features that you should be looking for in a good help desk software. However, there is more to the best help desk software, and we do not want you to settle down with a good, we want the best for you.
Hence, apart from the above points, we have gathered more information that you should be looking for in a top help desk software.
Security is a very crucial part of any help desk software. There is NO Compromise on help desk security what-so-ever. The reason we are stressing on this is that your help desk software will be holding yours and your client’s/customer’s key information. A good help desk software must be GDPR compliant and meet industry standards so that your customers have more authority over how their data is used.
Support Across Channels
One of the top help desk software is the one that supports multiple channels like emails, phone, chat, social media, and your website/blog so that customers/clients can reach you through whatever channel they prefer. The more options you give, the more customers you attract.
The top help desk software will help your team increase their productivity by using its built-in capabilities to automate repetitive help desk tasks. Some of the top help desk software automatically assign tickets to agents based on keywords or properties of the request. A top help desk software will automatically trigger emails to your customers/clients notifying them that there is some change happening on their ticket, which makes them feel comfortable that their issues are not ignored. The best help desk ticketing systems also assign tickets to your agents based on their workload or skill you might have initially set while configuring the software.
Measure and Improve Efficiency
A top help desk software will identify problems based on metrics and help you improve help desk performance. A good help desk software understands how different agents are performing based on the parameters you had set initially and gives you detail on that on a periodic basis. The top help desk software monitors your help desk team using real-time data. It also provides you with satisfaction reports on how your customers feel about your product or support.
Complete customization Capabilities
The top help desk software customizes your workflows, customer portals, agent roles to make the help desk truly as you wish you want it to be. A help desk software is generally considered the best help desk software if it gives you the options to change or rearrange items that you want and you do not want depending on the type of services/support you are offering so that all the information you need is available at a glance in just a click.
The conclusion of Selecting the Top Help Desk Software
There are many more options and choices to choose from when it comes to selecting one of the best help desk ticketing software or a top help desk software, and most of them come with a free trial period. If you search or dig through more than you might even find the best open source help desk ticketing system that might suit your requirements. We recommend you give them a try, use them for some time, compare them with other ticketing tools, and then choose what you really want. It is definitely worth the effort.