What is help desk?
The main purpose of help desk is that it provides a single point of contact and communication between your staff (members of staff such as Help Desk Operatives, Help Desk Professionals or Help Desk Analysts) and customers (both internal and external) on a day to day basis.
Additionally, it can be identified as being the centre point or hub, where customers can come and report any issue that they may be facing. Simply put, if customers have an issue that they need help to resolve, they are able to get in touch with the help desk for resolution. In terms of customer retention and keeping them satisfied, having a single point of contact for customers is invaluable and vital, as it give your business that edge in front of your competitors.
What is help desk software?
The help desk software itself (in its software guise) is the tool that helps to make the mundane tasks normally associated with help desk software automatic, as the help desk includes a set of tools to log, track and resolve customer issues. If your company needs to support anyone (staff or customers alike), whether that’s internal or external, on an IT or a non IT basis; then help desk software is for you.
Why do you need help desk software?
The great thing about the modern day help desk software is that it has the core ability to make many processes automatic which can increase your team’s overall efficiency. Additionally, the help desk system will also provide features for customers and/or users to help solve their own issues through the integrated and information-heavy knowledge base facility.
My business is small; can I use Help Desk Software?
Well, help desk software is suitable for both small and large businesses. For smaller businesses, a basic help desk maybe adequate as it will help their help desk team organise and track their queries in a logical manner, so that they can all be dealt with and this will greatly reduce the amount of irate customers. Often, a cloud based help desk solution will be sufficient for a SME because it is simple to install (actually there’s no installation, just registration) and easy to configure to your company’s needs.
Not forgetting the big corporations out there…
For the larger enterprise, help desk software can prove to be just as useful because help desk software has many layers and functionalities, thus larger enterprises will find great results from the more complex functions, such as automation of incidents/reports, report generation and issue escalation.
Help desk software will also provide a comprehensive solution if your company works to Service Level Agreements as typically tracking performance can be quite a difficult and laborious task. The help desk software will help to alleviate this issue, as it will allow your team to extract relevant information for data analysis.
The below will provide a summary, as to why investing in help desk is a no brainer:
- It provides a single point of communication between your staff and customers
- Provides a 24/7 support service for your customers, through a dedicated online portal.
- All support calls can be tracked from start to finish, providing customers with updates during the process.
- Knowledge bases – empowers your users to solve their own issues – thus saving time for your professionals which they can use in other areas of the business.
- Analysis – the help desk software can produce detailed reports and analytics, which will help improve your overall customer services strategy, which will naturally make a positive difference to your company’s overall top line margin.
NeuQs, help desk software is a unique help desk software package that has all the features mentioned above and much, much more. NeuQs will help you to compete within an already competitive marketplace as it give your company a comprehensive customer services portal, where enquiries are efficiently and professionally fed through the system to ensure a complete, inclusive and timely resolution.
More information on NeuQs can be found on our website – www.neuqshelpdesk.com.
NeuQs Free Help Desk Software 