In a business world where we rely highly upon the internet, it has made facilities such as help desk software a necessity especially for online based companies. Arguably, the fundamental function of help desk software is to iron out any IT related issues customers may have, although help desk software itself, can also be used for other things (that perhaps maybe more relevant to other departments within the business), such as email management.
Many companies utilise help desk software as a means to solve their customer’s issues through having a team of help desk specialists who are able to handle these problems. Enquiries are sent to the help desk software through the online portal as a ticket or email. The help desk software will assist your Help Desk Professionals in sorting these issues out and additionally, it will help your Analysts keep track of the resolution process, through keeping an eye on the status of the problem.
If you’re a small online business proprietor then having help desk software as part of your customer satisfaction strategy would be quite useful, without much financial investment by your company. This is because not only is help desk software quite reasonable in terms of cost, but if you choose an ‘on-cloud’ version of help desk software, you won’t need to make any changes to your IT infrastructure. To use an ‘on-cloud’ help desk software, all you’ll need to do is go online through any modern internet browser, onto the website, register and you’ll be able to use the software straightway.
Having the ability to use help desk software on the cloud, is quite beneficial to companies, as it means that your help desk professional is not location dependant. Therefore, they are able to help resolve their customers’ issues, regardless of whether they are in the office – all they need is an internet connection.
help desk software provides a means to an end, in terms of companies having to spend a huge amount of time and energy on solving their customer’s problems. The help desk software will automatically converts a query into a ticket through allocating a special reference number to it, and then distribute it to the relevant professional for resolution.
The below outlines key functions of help desk software:
· Help desk software acts a communication tool between the help desk professional and customer. This is beneficial for the customer, as they only need to remember one contact, rather than various different email addresses for different departments. The help desk has the ability to automatically allot the issue to the correct person.
· The help desk software will have a fully searchable knowledge base, that both the customer and Professional can use. They can both use it as a reference point, when it comes to solving problems.
· Each customer enquiry should have its own prioritisation, as determined by its Service Level Agreement (SLA). Your company’s Analysts will then have some structure, to ensure that important deadlines are not missed.
· Email Templates – both the templates and outbound emails should be tailored to your customer’s needs.
· Attachments – having a help desk software that allows emails to have attachments is perhaps more useful than you would think, this is because if your customer has difficulty in identifying their issue, they could send a picture which may provide further clarity.
The features named above will help you to increase both your company’s performance and profile within its highly competitive marketplace. Additionally, something to always consider is cost, there is no need for you to invest in a highly costly help desk software, in fact there a few good help desk software packages on the market, that are actually free.
NeuQs Free Help Desk Software 