Help desk software helps companies resolve tech issues quicker and enables IT departments to work more efficiently by organizing information, streamlining workflows, and eliminating many manual processes customers will contact you with all sorts of different issues. They may need help with their login information, setting up their accounts or some might want to return the product they ordered. Without a system in place, how do you handle the increasing number of customer inquiries or ensure the prompt answer of emails and requests?
5 Reasons to use help desk software:
1. Keep Track of Every Request
With help desk software, there is no need to track down someone from tech support to get help. Instead, employees can submit a ticket to the helpdesk team via email or a web-based form. Help desk software will receive, log, and automatically assign issues to the appropriate help desk technicians.
2. Work More Efficiently
Issues get fixed faster because the process of submitting problems is so much easier. By addressing issues quickly you allow everyone to spend more time being productive, and less time on manual tasks that are time-consuming; freeing them to do more valuable work.
3. Monitor Customer Support Agent Performance
When using customer service software, it is easy to keep track of your employee’s work. Not only will you see how many tickets an agent solved in a day, but you can also review the quality of their support.
By having a ticket tracking system, supervisors can immediately see who is working on what or what the status is.
4. Prioritize Important Tasks
Different tickets warrant different responses depending on the degree of their severity and urgency. With help desk software, technicians can prioritize and sort tickets so that high severity tickets get addressed promptly and don’t end up falling through the cracks.
5. Improved Customer Satisfaction
Happy customers turn into loyal customers. When you provide accurate and fast customer service, your customer satisfaction rates will increase.
To read more about Help Desk Software and Customer Satisfaction.
Help desk software is often a subset of service desk software. With service desk software like TeamHeadquarters, no longer are you subject to the laborious manual logging and status tracking of issues.
Service desk software was designed to make life easier for IT pros. The key reasons to use help desk software are that processes are streamlined, interactions are simplified and data is organized. Most companies recognize the value of using a help desk once they start seeing the volume of issues that come in and feel equipped and organized to handle them.