Help desk software is a program that enables customer support agents to keep track of user requests and other customer—related issues.
Every organization, regardless of size and industry, that has a customer service will benefit from having a dedicated help desk software that will track issues and handle other customer care activities.
Help desk software aims to give your customer service agents quick access to all the relevant information about the customer issue while also giving customers a simple system into where they can enter new information about an issue or inquiry. Help desk software was developed to help agents deliver better customer service faster while giving management the ability to analyze and track issues accurately thus improving efficiency, saving time and money.
But how does it help customer care agents work more efficiently?
For many customers, the faster their issues are resolved, the happier they are. This is probably why AHT or Average Handling Time is one of the most important KPIs for a customer support agent.
Help desk software helps by making customer support agents more efficient with their call handling. With the right system, the customer’s entire account history is available to the agent. The customer no longer needs to repeat their issue which can add on to the frustration of an already agitated customer.
When the customer calls and the agent answers, it doesn’t matter if this is the first time the customer is calling or the 2nd or 3rd. All their information and the details of the incident will already be there in the system. Furthermore, the agent will also have access to the relevant knowledge base and FAQs. This means if a similar issue has come in the past, there is a record of how it was resolved.
Call handling times are shortened when an agent doesn’t have to treat every grievance as a new issue. A quick search in the system will reveal similar incidents, and if applicable, the agent can simply advise the customer of next steps. This also gives management an idea of which issues arise the most and can take the necessary steps to address the problem so that it doesn’t happen again.
Does help desk software track performance?
Help desk software doesn’t just make agents more efficient at their jobs, but it also tracks everything they do. Having a recorded analysis of their call handling allows management to see how agents are performing. Agents who aren’t performing well need to assessed and coached while performing agents should be rewarded.
Help desk software such as TeamHeadquarters keeps a comprehensive record of all agent activity. And your team and customers benefit from limitless ticketing, problem management, file management and integrated scheduling and time tracking.
Best of all, your customers will have a self-service portal where they can create tickets, attach documents and prepare updates as they also maintain a tight help-desk/line of communications with your customer support staff.
To learn more about how help desk software is used for customer support, click here for a free personalized demo for TeamHeadquarters.