How Help Desk Software Directly Helps Companies
Help Desk Software has ushered in an era where companies have a chance to be more efficient and effective with their customer support systems. It is exactly as its name implies: software that acts as a virtual help desk.
Help Desk Software: The Basics
Technically, a Help Desk, in the context of Information Technology (IT), is a department inside an organization that is responsible for answering the technical questions of its users. Most major companies have set up help desk software to respond to questions from their customers.
The company’s response to their clients’ concerns is usually transferred using email, telephone, website, or online chat. This is done through a “ticketing” system – customers submit a ticket, whether it’s a simple inquiry or an actual satisfaction report, and the software ”decides” where the ticket should be submitted to. Then, the appropriate team members try to solve the problem, and eventually respond to the ticket with their recommended solutions.
Additionally, there are internal Help Desks aimed at offering the same form of help, but only for the employees within the organization.
Furthermore, a helpdesk ticketing system has the ability to assist customers with technical problems, such as installing and using computer systems, troubleshooting network connections, installing entertainment systems and resetting passwords.
For example, Help Desks at financial institutions may assist customers with online banking and trading, while those at cable companies may troubleshoot audio and video problems. A small business usually has a single centralized help desk, while a large company may have several interconnected.
Then again, if you own a company or a business enterprise, why would you bother to implement a Help Desk solution? Why not just hire additional employees for tech-support or set up a deal with a call center agency?
There are many different reasons, making help desk software’s far and above the best solution for scaling your customer support.
The main advantage of help desk software – and its primary goal as a part of a customer support system – is to improve customer satisfaction. Companies provide products or services to customers, by either offering the lowest price or the best product or service. However, when the competition between companies comes to a point of near deadlock, customers begin to seek other invaluable features or bonuses to aid them in their decision of what service or product to choose. Customer support is definitely an invaluable feature that customers pay attention to; and if your company’s customer support service is good, customers will surely favor your company over others.
Furthermore, customers know exactly where to go for information because the contact information is clearly visible on product brochures and company websites. Some companies outsource their help desk services to offshore companies. However, studies suggest that this strategy may not work if customers begin to experience poor service, such as long wait times and poorly trained staff. Since Help Desk solutions are generally automated and process customer questions much faster, they have the upper hand.
Help desk software is always flexible. Different types of companies have their own needs, and different types of customers always have their own unique requirements. A customer for a telecommunication company may prefer a fully-digitized customer support area while a customer for a food box delivery subscription might just want to be talking to a human at some point. When it comes to ensuring both customer satisfaction and a company’s ease of use, help desk software can easily adjust.
Help Desk Software is also extremely customizable on the micro-level. For example, ticketing systems can be modified in such a manner that it requires a lot of details. A company can choose to have its help desk software include custom fields such as department, building location, floor number, and customer preference – virtually anything is possible! This creates more ways to serve customers or easier ways for employees to narrow down ticket solutions.
Help desks can contribute to the improvement of the quality of a company’s products or services. When customers call a help desk, specialists typically fill out problem reports describing the call. Companies can use software to tabulate and track these reports from initiation to resolution. Since these reports can be tracked and recorded, the information you can get from trends and data can obviously help immensely in your company’s quality improvement procedures.
Developers and project managers can review these problem reports and begin to implement improvements to their product or service. If several customers call with the same problem, the help desk might alert quality control and possibly senior management so that the company can fix the problem quickly.
Improved Process Efficiency
A help desk is typically a one-stop-shop for the whole of a company’s customer support system. Most help desk systems include a holistic platform that provides a single place for users – be it the customer or the tech professional – to create tickets, view the status of open issues, and close out tickets once they’re resolved. A portal can also be used to relay important information to users, such as announcements or press releases. All this can aid a lot in making processes much faster and more productive.
A central help desk department also means customer support calls or tickets come to the same people. This enables staff members to build on their skills and become experts in several technical areas, which in turn leads to faster problem resolution in the future.
Since Help Desks are often part of corporate information technology departments, they have a direct effect on the enhancement of process efficiency. For example, if a customer needs help using a particular software function, the help desk specialist could ask his software designer colleague for clarification. As a result, the customer’s concerns are addressed promptly, the specialist adds to his knowledge base and the software designer finds out how customers are using their product. Help desk employees can share technical information, which enables them to learn from one another and resolve problems faster.
Customers have different preferences as it relates to how they interact with customer support representatives – some customers would prefer email while younger generations may be more inclined to use social media.
Using a help desk software solution that can accommodate these preferences demonstrates to your customers that you truly care about them and want to make the support process as easy and painless as possible. This helps foster good customer relationships, which in turn can boost company growth.
Satisfactory response from consumers can lead to better customer interaction, which ultimately leads to the increased satisfaction of customers. Customers tend to invest more in organization that values customer satisfaction. In turn, this can greatly and dramatically improve the rate of income for your business.
Help desk software which has a simplified and quick implementation equates to your IT team spending less time and effort in making the tool work or answering a complaint. IT professionals, in turn, waste less time on unnecessary manual processes, freeing up valuable time for more important work.
Your help desk acts as your primary tool for customer requests. Keeping this system up and running and ready to respond rapidly to customer issues is critical to establish confidence in your IT department’s capabilities. As such, maximizing the contribution of the IT department can help make a successful business.
One final note: downtime or bugs within the customer support system can also hurt productivity rates and ultimately reduce system effectiveness. Thus, it is vital to ensure you use only a high-quality help desk solution since they have reduced downtime, a huge factor in quality management when client-related engagements are on the line.