What Exactly Does Helpdesk Software Do?


What is it / Thursday, February 28th, 2019

To ensure overall success, a company has to address customers’ needs and resolve their problems effectively. Helpdesk programs are developed with the goal of enhancing your interaction, and it is a tool worth considering.

There are many factors that decrease the efficiency of your support. Your hotline may be constantly engaged, or emails in a shared inbox may be overlooked. To receive positive feedback, it is paramount to tackle queries and issues fast and well. Helpdesk software is the ultimate solution to all of these problems. Basically, it streamlines communication, improving different aspects of support.

What Is the Main Idea?

Consider a typical clothing retailer. They have to answer numerous questions on sizes, materials, shipping methods, refunds, and so on. They may receive queries by email, by phone, through comments on social networks or chat on the website. This means a number of communication channels that must be all handled well. Helpdesk solutions will direct all these dialogues into a single place. This means you may easily keep track of all requests, categorize them and provide superior service overall.

An important advantage of the helpdesk is instant access to past interaction history. If a person asks their first question by email but sends the next inquiry five months later in a chat, you can still see the context of previous tickets. The program will merge the two threads across the channels, eliminating the need for switching between the two. The customer will receive your response through the channel they used. There are several other advantages of automating your support process with the help of such software.

   1. Increasing convenience

When all requests, whether by email, phone, or chat, are handled using a single piece of software, it speeds up the process. There is no need for several logins and tools.

  1. Ramping up efficiency

When the majority of tasks are automated, the team can concentrate on the most important things. This means resolving customers’ concerns rather than arranging paperwork or maintenance.

  1. Boosting loyalty

An efficient helpdesk will streamline your overall support process. As customer satisfaction improves, so will their opinion of your operations.  Happy consumers translate into better loyalty and more repeat business.

  1. Better analysis

Support team’s responses must be prompt and flawless. Well-chosen support software comes with all the necessary metrics to assess team performance. Hence, you will spot the need to improve as soon as it arises. In addition, the support staff will have access to all past interactions with each customer. This concerns all communication channels, as everything is recorded in a  unified database.

   5. Improving collaboration

A good automated solution will ensure better visibility of all stages. It is clear which employee is working on a ticket, which issues are yet to be resolved, and which have already been dealt with.

In summary, helpdesk software is indispensable for businesses today, when we communicate through multiple channels. Swift resolution of issues translates into better feedback, which in turn leads to higher profits.

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