Many times you hear about helpdesk software, you have searched but still, you have so many questions in your mind. So firstly talk about what exactly is helpdesk software?
Helpdesk Software defines its work in its name i.e. helps when you’re in the problem. So, Helpdesk Software is a computer program that enables agents to deal with customer’s complaints & inquiries. Purpose of the helpdesk software is to troubleshoot the problems & provide the guidance about the company’s products & services.
Now, talk about why your business needs helpdesk solution? So the answer is Every business owner want to give best quality customer service but without helpdesk solution is not possible in today’s world. One of the Important Reason is to use Multichannel because it helps the agents to track every request coming from social media, email, chat, call & contact form to give the instant response of customer’s complaints & inquiries but without helpdesk solution is too difficult to provide best customer service.
Other Reasons to buy helpdesk solutions are
Prioritized Ticket Generator with Automation: Every company needs Ticket generator with automation either for internal employees, external customers or both. Ticket generator is a most efficient method that helps to the agents to deal with any issue in a particular time period with an effective way. You can also set the priority depending on the importance of the task. With the ticket generator, you can improve customer retention & brand image.
Email Integration: In many cases, cross-platform email integration is available or no email integration so that users have to go outside to handle the email. But today users can see the email, respond them & also stored them within the software. So email integration automatically turns into an organized, meaningful & reportable conversation.
Database Integration: In today’s world, everyone is concerned about security. As every company has large data, so they used the different database like Oracle, MySQL, SQL etc. So to resolve customer query, agents need the customer information. So with the help of database integration they can access only that data that an agent needs.
Social Media Integration: In the world of digitization, every company is managing their accounts on social media. But what if your company account does not respond to the customers or client’s comments. It can impact badly on your brand image. So social media integration is a way to notify you via email or SMS about the likes & comments i.e. coming on your social media accounts so that you can respond them on time.
Remote Access for Agents: What happens when your agent is working from home? What about the person who can solve the issue, is traveling? There are so many cases of this type where you need remote access.
Reporting & Analytics for Future Growth: Are you still working on a spreadsheet to track solved, unsolved & most frequently asked problems? When your superior ask for a report. It wastes so much time of your employees when this type of work is done manually. So reporting & analytics allows you to optimize & compare the data & helps to take valuable decisions for business enhancement.
Customized Self-Service Portal: Sometimes the fields provided in the software you don’t need them & want to add some other fields. With the help of customized self-service option, you can customize the fields & forms according to your requirements. enhancement.
SLA Management: The present SLA i.e. Service Level Agreement describes the available guarantee of the products. This guarantee applies to the customers. SLAs are output based & the purpose is to find out what support the customer receive & solve the customer’s query within the given time period. It also provides SLA escalation email notification alerts, SLA reminders, time tracking etc.
So, if you found all these points are helpful, it’s the right time to buy Helpdesk Software that actually satisfies the customers & fulfill your business needs to increase your business productivity.