Help desk software is a specific software designed to offer support and information to the end user or client about products and services of an organization or institution.
Help desk software solution helps a user to avail the available help desk services or queries by using an interactive web browser interface or a specially designed help desk ticketing system.
There are many websites on the Internet which provide a help desk software along with instructions on how to install or download the software onto the computers of the clients.
This software is offered at affordable prices and most of the companies charge a monthly maintenance fee.
Web based help desk software is mostly used in small organizations, schools and colleges and are used to manage the queries, concerns, problems and other important matters related to customers, partners and employees.
What is help desk software?
A help desk software system is basically a resource meant to offer assistance and information to the end user or client of a business or organization’s online products and services.
This help desk software system will include ticketing, voice messaging, and database management amongst others.
Many different help desk software has been developed and supported by various different software vendors in an attempt to meet the needs and requirements of various customers and clients.
A help desk software is also known as customer relationship management, or CRM software. An important part of any help desk software is a live chat application.
This application allows a user to create a session with an agent by simply logging into the help desk software website, once a session has been established between the two users. The agent will then ask the user to login to the help desk system and enter his details in order to get the required help or information.
This process is followed by the customer who is then immediately connected with a live chat representative who will give him/her required information/help and can then proceed further with the problem by choosing the desired options.
By using the help desk application, a team of professionals such as technical support executives, support managers, support personnel and sales executives can be connected and collaborate effectively over a network.
This solution can be used either on-premise or off-premise. Some help desk software companies allow the end-users to manage their queries, concerns and problems directly without enrolling or login into the help desk system.
With on-premise solution, the user needs to procure a license key provided by the software provider.
This license key is only provided to the user after he has purchased the software and it is then necessary to secure the same from any third party. Off-premise help desk software however does not require the user to purchase a license key.
How does this help desk software work?
The first thing that it does is that it allows customers or clients to either call in directly using the number or by clicking into a designated web page and entering their data or ticket.
Once an entry is made, the software allows the agent or customer service representative of the helpdesk to either acknowledge the entry or for the customer to proceed to the next agent on their list.
This can be done by having the customer’s name placed into a database within the software and having it accessible by all of the customers or clients currently logged onto the helpdesk.
This database allows the agents to either give them the current status of each customer, the name of the agent or customer service representative that they are working with, and a time duration for when their ticket will be available to them.
There are many different kinds of help desk software that have been developed and supported for a variety of different kinds of businesses and organizations.
These businesses range from the small business that just needs some simple instructions for one or two customers, right up to the larger corporations who need customer service representatives that can answer any questions that a customer may have.
Smaller organizations may not have many questions at all posed to them, while the larger corporations will usually have several questions for every single customer that they may have.
Whatever kind of helpdesk software is used however, the agents must be able to handle a wide variety of customers and concerns, and must be able to work as efficiently as possible.
Below are a few of the different types of help desk software that can be used by helpdesks:
The first type of help desk software that is often used is one that can be implemented as support channels. Support channels are typically used when the helpdesk needs to be able to work more closely with the customers, to help them out with a problem that they have.
In these cases, the helpdesk can use its in-built processes or knowledge about how different support channels work to create the best customer service possible.
An example of a support channel would be if a customer wanted to know when their order would arrive or if there was a problem with their order.
Another version of what is help desk software is what is called a live chat program.
This software can be used by a support desk to not only contact customers who are having problems, but also to keep in touch with customers so that they will be aware of new products or services that a particular company has to offer.
For example, a website that offers a service such as 24-hour live chat would have a live chat program which customers could use to inquire about anything that they had in mind.
Yet, another form of what is help desk software is real-time dashboards. Real-time dashboards can be used by a help desk to allow it to monitor the performance of different agents in real-time and to adjust the speed of its workflow according to the needs of the customers it was designed to serve.
An example of a real-time dashboard would be one which showed all the information about an agent’s orders, which agent had placed them, how many of these orders had been received, what number of orders had been processed, what number of transactions had been completed, and so on.
A real-time dashboard can be extremely useful for helping to optimize the efficiency of a system and to help it serve customers better
Essential features of help desk software
If you are in the market for help desk software, you likely have many different options to choose from.
These software programs can be found for all types of industries, including those businesses that focus on healthcare solutions, IT services, retail sales, and a host of others.
When selecting help desk software, it is important to consider several essential features. It can be difficult to determine which features are essential to your support agents, but there are a few steps you can take to make this determination.
In this article, we will discuss some of the most important features of help desk software, and we will provide examples of some of the applications that can be considered for your business.
Support ticketing system
This is the backbone of any help desk solution. Without a reliable ticketing system, there can be no effective communication between the customer support personnel and the people who need help.
As such, having the ability to handle tickets in a reliable fashion is absolutely essential. For this feature to work effectively you need a knowledge base application that provides all the information required by the support team in a coherent manner.
Customer satisfaction indicator
One of the first features to consider when reviewing help desk software is the customer satisfaction indicator or module. The customer satisfaction feature is simply the key to effective customer support.
This particular component will assess each customer service call and provide an overall score based on the agent’s interaction with the customer, how helpful the agent was, and the time spent on the phone.
There are many different options when it comes to evaluating this element, and the top help desk software will support each feature.
Another essential feature of help desk software is multi-channel support. Multi-channel support means that multiple customer questions can be handled at the same time, and that these calls can be tracked and reviewed by a reporting system.
This is extremely important for small businesses that may need to quickly handle multiple customer questions and will require agents to stay on their feet.
Many of the best programs will allow agents to post information on social media sites, connect to a live chat program, and even schedule follow-up calls via email.
Bulk email support requests
If your business is large enough, one of the key features of help desk software is a help desk application that can handle bulk email support requests.
These applications will allow agents to receive and sort all incoming ticket requests in real time, allowing them to prioritize which customers to contact and which to send email follow-ups on.
Having a great support team is imperative, and these tools will allow you to maintain your customer base while maintaining efficiency and productivity at the same time.
Knowledge Base Extraction
This feature is designed to make the process of updating agents easier. Rather than having to figure out what they are supposed to be doing, and then spend hours doing so, knowledge base software will inform agents of available resources and give them step-by-step instructions on what they should be doing.
In addition, knowledge base applications will allow support teams to update their knowledge base, as well as archive past queries, issues, and other important data.
Knowledge base applications can also make agents aware of any problems that may be slowing down operations and give them access to the knowledge base so that they can make the correct decisions for any situation.
Without a knowledge base, agents would need to spend hours each day searching through files, databases, and past questions, keeping track of everything in an effort to provide the best customer service possible.
Shared Inbox Live Chat and Internal Chat Tours
This feature provides a space where agents can go to interact with others and receive help desk tickets, receive updates and knowledge about the software itself or any new services that the company is offering.
Internal chat rooms and video sharing, while not primarily providing help desk support, will greatly reduce the amount of time that agents have to spend searching for answers on live chat support tickets and will also increase the number of people that an agent has in their database to offer them assistance in the future.
Factors to consider when choosing a help desk software
For your business to grow and flourish, you will need to find the right help desk software solution to make things simpler for you. However, choosing the wrong one may actually set your business back, as there are so many options available.
To avoid this, take a look at the different components that make up a great solution, and figure out which ones will work best for your company.
Ease of use
One of the most important factors to consider when choosing a help desk software solution is how easy it is to use. Since your customers expect assistance, it should be user-friendly. Make sure that you are able to customize the options provided by the solution.
For instance, you might want to have a pop-up window that shows what is going on with your customers. If not, you will be losing potential customers every time you have a problem with a problem.
Another aspect to consider when you are looking for help desk software solutions is whether or not they are secure. When you give out any kind of personal information, you are putting everyone at risk.
The problem is that not enough companies are taking advantage of the fact that most people do not use a lot of computers and do not shop online much.
Therefore, you need a solution that is going to protect your clients’ information.
For instance, you will want to ensure that all of your customer data is backed up on a regular basis. This way, if something happens, you can easily restore it to your server.
A good help desk software solution will also allow you to create and assign multiple representatives to handle different questions.
For instance, you may want to have a person take care of a problem if it is not a very urgent situation. You may also want to have someone else take care of inquiries that do not require any further input from your end, since these are the ones that often lead to problems.
Top 7 help desk software for your business
We’ve been able to carefully select the best help desk software solutions for your business needs. Below are some of them:
Zendesk support Suite
Salesforce service cloud
Zendesk Support suite
This is an IT help desk software tool that provides assistance to those who use Windows based applications.
The application helps improve the customer experience when using computers and it also makes it easier for technical support personnel to deal with customers.
Zendesk Support Suite is a program that is integrated with Microsoft Dynamics GP or Great Plains DMS.
These tools help technicians provide assistance and also allows support staff to perform tasks faster and more efficiently so that business can continue moving forward.
This tool includes a number of features that help technicians deal with customers in an efficient manner. They include:
- Custom views
- Self-service options
- Integrated voice software
- Analytics and reporting
- Live chat and messaging
- Collaboration tools
This Help Desk Software is a great tool for the business that wants to become more mobile and reach out to potential customers or clients.
With this tool you will not only be able to send e-mails, but you can also add VoIP features as well. So, with the help of this helpful tool, you will be able to make sure that your clients receive the best possible service from you.
To top it all off, this tool will also help you in the form of automated invoicing and managing of clients. The great thing about this help desk software is that it was specifically designed for businesses who are on the road a lot, or those who have business away from the office.
In addition, with the help desk software tool you will also have access to your clients via mobile devices such as Blackberries or iPhones. Thus, you can ensure that they always receive the right service and they do not miss a single payment due date.
You can also make sure that you always have an updated schedule so that clients are always informed. With all these benefits at your fingertips, you would think that it would be easy to manage your business.
Some of the features include:
- Knowledge base management
- Full-text search
- Duplicate detection
- AI-powered suggestions
- Customer forums
- App integrations
Salesforce service cloud
A Salesforce service cloud help desk software tool help to improve the productivity of your sales and customer support staff.
In an increasingly competitive business environment, it is crucial that you are able to constantly adapt your approach and style to keep up with the trends. It is also vital that you are able to give your customers the personal attention they desire.
When customers leave comments or problems on your website, it is vital that you be able to quickly identify their problem and resolve them in a timely manner. A help desk software tool for Salesforce can allow you to do just that.
This help desk software tool makes it easier for you to get valuable customer information from all of your Salesforce systems.
You should be able to enter in the date, time and the company they are working for. You will also be able to enter any notes that the customer leaves for you.
The tool should then generate a custom report on the customer, which should include any important notes and contacts that were made during the sales call.
The reports generated by the help desk software tool should be easy to view in Excel format so that you can make necessary changes as needed.
Some of the features include:
- Knowledge management
- Workflow automations
- 3rd-party integrations
- Omnichannel routing
- Support operation analytics
- Asset management
- Remote access
- Self-help portal
This help desk software tool is an online application that supports several types of communication systems including e-mail, live chat, phone conferencing and telephonic voice and video.
This tool provides a very convenient user interface for the executives to use while they are in the midst of a live conference.
This is because this application enables the users to do several functions such as taking screen shots, recording the voice messages and images, saving them in the database and sending them to the different people involved in the call.
The screen shots and images can be viewed later on the web or emailed to different people who might be interested in knowing more about the project or the executive.
A good example of the slack help desk software tool is the automated task manager which is very useful for those executives who do not have much time to handle the repetitive tasks. With this particular tool, they are free from the task-related problems.
The tasks include the following: checking the emails, attending the teleconference, recording the voice message, taking screen shots, typing text messages and sending emails.
With this tool, you will be able to organize your tasks in the manner that suits you. You can organize them into different folders and then perform all of them in a specific order so that your work load is minimized.
Some of the other features:
- Video conferencing
- File sharing
- Native integrations
- Community forums
- Workflow builder
- Customer surveys
This is a web-based help desk software tool which is available for business organizations to use to handle all their help desk needs.
It is a web-based application that helps you and your team of customer service agents help the customers get their problems solved by simply typing queries in an easy-to-understand text box and clicking on the “send” button.
This software makes it very easy for the customer to track the progress and status of the help desk ticket they are making requests for. With this help desk software tool, all your agents can be very efficient and effective at the same time.
In order to use the help Scout help desk software tool, you need to sign up as a member. There are usually no membership fees and you will get lifetime access to the tools and updates to the software itself. This means you can access the help desk software any time that you want.
This also means that you do not have to pay anyone else to use it or even be a member of the help desk support team. You are also able to get technical support and troubleshooting anytime you need it.
The best feature of this software is that it offers its members a web-based helpdesk forum where members can make voice requests for help desk tickets and post their solutions.
Some other features include:
- Rule-based automation
- Extensions and integrations
- Templated responses
- Website live chat
- Ticket routing and prioritization
This help Desk software is a web-based help desk software tool that will help your customers and prospects get hold of you.
The tool has been developed to be easy for your customer support representatives to use and it does most of the work for you in answering questions and taking calls, but you are not required to be on site to make any of these important decisions.
The service is offered by a professional third-party company called HappyFox. This company specializes in helping businesses and companies to provide more efficient customer support and this has been seen as the future of many businesses because the old days of having someone on site all the time have been replaced with an online solution that requires very little IT knowledge or expertise to operate.
Some of the features of this software tool include:
- Live website chat
- Advanced reporting
- Ticket routing, categorization, and tagging
- Unlimited shared inboxes
- Branding customization
- Knowledge base management
With this help desk software, your employees can handle any of your customer questions, concerns, or problems right from their work stations, and have them instantly forwarded to you, which will cut down on lost time in the forms of time taken to answer calls, and lost opportunity to earn new customers.
This software makes it easier for you to keep your staff organized and also helps you keep track of all of the information related to each customer, allowing you to easily create support ticket responses to common problems.
Your department will also benefit from the software because it can help cut down on the amount of time it takes your customer service representatives to resolve a problem.
As more businesses find that they can use these solutions, more businesses will see how much quicker and efficient it is to use online applications to better improve their business operations.
Some of the features include:
- Custom branding
- Microsoft Power Automate integration
- Secure file management
- Document version control, permissions, and audit trail
- Mobile security
- Task manager
Help desk software comes in a variety of forms these days. It can be found in a variety of formats: web-based, stand-alone or an integrated solution.
In all cases, help desk software is meant to make end-users’ lives easier by automating as much of the repetitive and unimportant job as possible.
Help desk software is usually sold as a service on a monthly or annual basis, with the customer paying a certain monthly fee to the help desk software provider and then receiving the support they need.
In most cases, the customer will pay a bit more than they would for standalone help desk software because standalone help desk software usually doesn’t cost as much as integrated help desk software. Investing in a good help desk software product can really pay off.