Help Desk Software Helps IT Companies Improve Service
With the level of competition out there, you simply cannot afford to cut back on the solutions that will ensure that you offer excellent service that has been proven to improve customer loyalty and increase sales. These days, consumers have no hesitation about expressing their dissatisfaction with products and services. And with the rise of social media, they have a channel to release their rants and bad reviews which can be viewed by their entire network and even be shared.
It’s important now more than ever to leverage help desk software that can significantly improve your customer service. Here are 3 ways that help desk software helps businesses like IT companies improve their service:
Gain Customer Insight
When you receive tickets from your clients, you’re not just being flooded with issues but you are also gaining valuable insight into what your clients want. Your help desk software collects important data that gives your team enough information to avoid future issues so that you can avoid losing sales.
You can discover what issues your clients encounter the most. TeamHeadquarters, a Service Desk application, has a help desk component that uses problem management to help you manage large volumes of tickets relating to a common problem. Not only would you be able to resolve the issue more efficiently but you would recognize which incident arises the most frequently.
Improve Business Decisions
With customer support software integrated with your other business systems and all your departments have to access it, the decision-making process is improved across all levels.
Furthermore, you can use it to measure the key metrics that your employees can use to allow them to improve consistently. Not only is your team addressing customer needs more adequately but communication across all departments is improved.
Increased Office Efficiency
When the client’s data history is readily available because it is searched quickly, customer support doesn’t need to have the customer repeat what their issues are. The central system easily pulls up their account and issues can be resolved right away.
And because incoming tickets, incoming responses, and updates, are all connected by one platform, agents are saved from having to log in and out of multiple websites just to gather all the customer details that they need.
Help desk software is also an excellent tool where the support team can discuss specific tickets. They can communicate directly with the software where all the data is already stored instead of having to have physical meetings or phone calls. This is a much more efficient way for issues to be resolved and for your staff to carry on with other tasks.
TeamHeadquarters provides your IT services team with a secure, role-managed ticketing system that includes an easy-to-use, responsive interface. Service Desk contains essential components of Gartner’s ITSSM Tools and ITOM. Your team and customers benefit from limitless ticketing, problem management, file management and integrated scheduling and time tracking.
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When customers have a question or a problem, they can submit a support call via the customer service portal or email directly into help desk software. This is what enables customer support agents to receive, process, and respond to customer’s service requests. [Read more…] about Top 5 Benefits of Help Desk Software
To make an informed decision about shifting to project management software, it’s good that apart from knowing all the benefits, you should also recognize some of the disadvantages as well.
Every software product has advantages and disadvantages. Here are 5 disadvantages of project management software you should know about before making the transition from managing projects manually:
1. Costly Investment
Quality project management software costs money. And for some companies, the price tag may be a reason why they hold off from switching to project management software. Apart from the costs of the software, its implementation and maintenance cost money too. And some products are often sold with different modules that may make them more expensive.
While project management software is meant to help companies organize things and streamline processes, learning the system may take time. Based on the program’s complexity, there is a learning curve that needs to be taken into consideration.
Project managers will need to learn how to use the program’s key features and ensure that their team members learn how to use the components relevant to the tasks they need to perform. It will obviously take time for everyone to get up to speed before the new system is used by everyone smoothly.
See: Making Sense of Help Desk and Project Management for more on complexity and success.
3. Project Management vs. Execution
Project management and execution are not the same things. Once a task has been scheduled by the system, someone has to actually do it. The tendency is that people forget and may become too reliant on the system, often not realizing it until they get an alert for an unmet deadline. Some project resources think it can be a waste of time to update their task status but this step is very important to keep the project manager up-to-date.
Project managers can’t allow themselves to become dependent on the software. They need to ensure that team members are making progress and submitting their deliverables on time.
4. Access Control
The latest versions of online project management solutions enable access for multiple users. This makes sharing of data much easier. However, while multi-user access has its collaborative benefits, you will need to avoid unauthorized viewing of sensitive project data and monitor access control. Forget to change the settings in access control, and you could have many eyes viewing private company information.
If you and your team are using project management software for the first time, you’re most likely making the transition from traditional spreadsheets.
At first, you may be frustrated by how difficult it may seem to navigate the interface of the tool at first, but rest assured that it just needs some getting used to. Without anything to compare it to, you may not realize that the reason you’re not quite grasping how to use the tool is that the interface was, in fact, poorly designed.
Poorly designed interfaces that are ugly and overloaded can cause quite an inconvenience and instead of raising productivity, you and your team may want to go back to the old way altogether.
The thing is, project management software should be easy-to-use. Entry Software knew how crucial it was to create a solution that resulted in better projects, more productive teams, and happier customers. And that’s why their TeamHeadquarters Project Management application has a simple-to-use interface that can control 100% of project interactions.
Furthermore, the advantages of project management software outweigh the disadvantages. Yes, project management software will require a financial investment, however, the increased team productivity provides a quick payback. As for the complexity and learning curve, acquiring a new skill is never a bad thing. And when it comes to execution, project managers need to recognize that project management software is utilized to assist and complement them, not to take over their role entirely.
Bottom line. If you make the effort to use the project management software to its potential, your investment will be well worth it.
To understand the pros and cons of project management software, click here.
If you are still relying solely on email as your support tool then your IT support team is likely dealing with more issues than they can cope with. And they’re likely doing an inefficient job because they are handling repeat issues that could have been resolved much quicker if there was a central platform where they could pull up similar incidents.
Whatever size your business is, you need to be quick to resolve your customer and employee issues. And help desk software will help you achieve this effectively and consistently.