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What is Help desk software? Let’s deep dive into top-4 types of Helpdesk Software

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We have all heard that customer experience is the new battleground for businesses. It is essential to be able to satisfy your customers quickly because of the rising costs of customer acquisition as well as the huge benefits of loyal customers that may affect the workflow. Your ability to help your customers quickly is essential to customer retention and long-term growth. The software allows the integration of various third-party acquisition that helps your business in the best way possible making the service team more productive.

Small businesses sometimes handle customer service requests directly through the customer’s preferred support channel. You will lose hours a week switching between email, Facebook, and Instagram (or wherever your customers contact you) and copying and pasting information between platforms. Furthermore, you will not be able to take advantage of time-saving automation features and highly requested self-service options. 

We will discuss the top benefits of using a helpdesk in this article, as well as tips on how to use this tool effectively to improve customer satisfaction. Read on to learn why you should join the 58% of businesses that use a helpdesk actively. Streamline customer service and bring the centralized help desk software that brings excellent customer support to the team and for your existing and new customers.

What is Help desk software?

As the name implies, help desk ticketing software is a place where customers can find answers to their questions. Help desk software lets ecommerce businesses utilize customer service help to assist their customers with issues and questions related to their orders and products.

Help desk software for customer support

Investing in a help desk helps team members to collaborate on managing, organizing, responding to, and reporting on customer requests (support tickets) using helpdesk software tools. There are several key metrics to track relating to support services, such as first response time (FRT), average resolution time, unresolved tickets, and customer satisfaction (among others). Rather than relying solely on customer feedback, these metrics can help you better understand how your customer service team is performing support experience.

It is important to note that not all help desk processes are the same. A help desk focuses and can range from a simple ticketing system to a customer service platform that offers help centres, self-service options, automation workflows, and robust reporting. It is important to note that some helpdesk systems, such as Desku, are designed for specific industries – our helpdesk is designed for ecommerce merchants and other SMBs who are looking for customer support. 

What are the different types of help desks?

In order to simplify service management, helpdesk ticketing systems are essential. In the absence of a centralized helpdesk ticketing system in your ecommerce tech stack, managing increasing support tickets becomes very difficult.

A customer support team, however, requires a very different type of helpdesk than an IT department.

The following are the main categories of helpdesk:

Cloud-based customer support

Cloud-based customer service software is a type of modern help desk that uses cloud-based technology to provide assistance to customers. Cloud-based help desk customer support can be provided by a company or an individual, and it can be used to help customers with a variety of issues. Cloud-based customer support can be beneficial for both customers and businesses, as it can provide a more efficient and effective way to resolve customer issues.

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The best help desk software provider hosts your helpdesk on their server and charges you a monthly or annual fee. The service is ideal for small- and medium-sized businesses that do not have an in-house IT department that can build software from scratch. As a result, you avoid the hassle (and expense) of hosting and maintaining your own helpdesk software.Β 

The help desk software you choose like this is likely to be of great value if you are looking for a way to provide better customer service. Help your customer support team to bring the change in the experience of how the right help desk software brings to your organisation.

On-site help desk tool

Essential features of the help desk tool provide a great way to manage customer support requests. By using this tool, you can create a ticket for each customer request and track the status of each ticket and provide the best service delivery. Help desk software allows companies to assign tickets to specific support staff members and set up a knowledge base of common issues and solutions. It is easy to fulfil the support tasks and brings down the basic tools support in the organisation in order to enhance the service quality.

For one help desk, this is the DIY option. You may be able to purchase the license for a helpdesk software tool and host the software designed on your servers. You have complete control over data and security with this type of helpdesk. Despite this, most cloud-based helpdesks are actually safer due to advanced security features. It helps you become a little free from the daily monotonous tasks of managing customers as it has the management features helping as a help desk portal.

As the world moves more and more to the cloud, on-site helpdesks are becoming obsolete. The majority of organizations that maintain on-site help desks are government offices or law firms that do not trust external servers with sensitive data and have the necessary IT infrastructure to protect that data.

Large-scale business service desk

A large-scale business service desk is a centralized point of contact for all of an organization’s employees. It provides a single point of contact for help desk agents to get help with IT, HR, and other business services. The service desk is responsible for managing all incoming requests and ensuring that they are routed to the appropriate team or individual. The service desk also tracks all requests and provides status updates to employees.

Unlike other types of help desk systems, enterprise help desk are specifically designed for large organizations, so they can be either digital or on-site. In general, they are more customized than out-of-the-box solutions and provide more dedicated support (at a higher cost). Offer multichannel support which is one of the essential features of the help desk to provide support reporting features option to help your team making easier to handle large and constant customer support.

This type of helpdesk is probably not for you unless you are owning a large-scale business.

Open-source helpdesk

Open-source help desk software provides organizations with a cost-effective way to manage their customer support operations. By utilizing open-source tools, companies can save money on support costs and have access to a wide range of features and customization options. Additionally, open-source helpdesk software is often more scalable and flexible than proprietary solutions, making it an ideal choice for growing organizations. Essential features of the help desk are covered in the open-source helpdesk. Social support depends on the type of help desk functions.

Helpdesk Features: Using help desk software for the productivity of the support team

A number of features that the help desk offers are important to note down before purchasing any plans. The help desk tools help mainly in supporting the customers to become the self-service portal for repeated inquiries. It should be an overall help centre that allows the help desk features to enhance the support. The customers are depending on the help you provide and the best we can do is from making sure that the top help desk consists of all the important software features for best practices.

Multichannel communication

Forrester Research and Google conducted research on what businesses need to know about communicating with customers. In their study, they found that customers prefer asynchronous communication methods such as text, social media, third-party messaging, and chat through a mobile app when attempting to communicate with a brand. Businesses that provide multichannel communication (whether asynchronous or in real-time) are likely to succeed. According to the study, these businesses are 3.4 times more likely to experience revenue growth. Automate the repeated services.

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Many help desk apps should integrate customer queries and interactions from multiple sources into one platform, including social media interactions. There is no need to attempt to keep track of communication across all of these channels in a futile manner. Instead of being forced to submit support tickets, your customers can communicate with you via the channels they prefer. The help desk can also help in other necessary third-party integrations that will help in coordinating with the customers in the easiest ways where features like multichannel communication will help to use a help desk competing in all service levels.

  • Your customers may contact you via email, live chat, phone, SMS, messaging apps (WhatsApp, Facebook Messenger), and social media
  • Combines all of those channels into one ticket view for each customer
  • Agents are able to like and respond to comments on social media

Management of Tickets and queries

Your helpdesk must provide you with the capability to organize and monitor customer tickets at any time.

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Features to note as a help desk solution:

  • The creation, closure, reopening, submission, and resolution of tickets
  • Helpdesk ticket assignment and reassignment
  • Routing, categorization, and tagging of tickets automatically
  • Actions are taken on tickets by the public and the private
  • Automated messages based on rules 
  • Views of historical customer interactions in comprehensive ticket views

Self-service features

Self-service allows the help desk team to relax a bit along with handling the customer management all in one. Features like knowledge base, chatbots and other internal information included in the help desk may help customers on their own before approaching the support agents.

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  • In a recent Microsoft survey, 88% of respondents reported that they expect businesses to provide online self-service support portals such as many companies using self-service helpdesks to resolve customer issues are more focused on growth.
  • An FAQ page (or even better, a knowledge base) can help customers find detailed answers to their questions without waiting for customer support.

Automation capabilities

You can automate much of the ticket communication with helpdesks. An automated response can direct customers to the appropriate resource if a high volume of customers need immediate assistance with issues already covered in your knowledge base. This will reduce the time spent on customer support tickets. Furthermore, it can provide them with a personalized response and take action based on their request, such as updating their shipping address.

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Automating these processes will also help you resolve simple customer issues faster and free up your agents to work on more important tickets. The following is an example. The Loop earplugs company used Gorgias’ automation add-on and integrations to reduce response and resolution times, and to reduce β€œwhere is my order?” inquiries from 17% to 5%.

Features to note:

  • Automate the tagging and assignment of tickets based on the content or channel of the ticket
  • Pre-written macros can be used to automatically respond to certain tickets
  • Actions can be triggered automatically, such as cancelling an order or updating a credit card number
  • Your live chat widget should provide automated responses
  • Chatbots that easily activate when a customer approaches during the off-time or during the absence of a support agent.

Do features of help desk software include Live Chat?

Yes, live chat is the most preliminary feature of any help desk that allows getting in touch with customers in no time. Carrying conversations between customers and the support team becomes easier. The engagement and the interaction become stronger like never before and there is a lesser chance of losing a customer and easy retention.

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Being in touch with customers in real-time is the important part and makes the strong reputation of your brand. Customers love when they are approached quickly. Desku does not allow you to lose your customer because of the incomplete or unapproached customers standing in line for a reply or solutions.

Conclusion: Choose the right Help Desk

Running a business is already a task but being stuck between the customers all the time that does not let you grow further is a big turn-off. It is important to have the right help desk software in order to bring ease to the organisation as well as keep the customer intact. Customer support helps in syncing the conversation, queries and any other inconvenience that is faced by your customers. Solve them faster, solve like never before and impress them with your quick resolution and support.

Choose the help desk that has all the features intact which is important for your organisation at affordable rates like Desku.

The Best Way to Support Your Customer

Get started in 8 minutes.
Used by 100+ eCommerce Brands & SMEs to improve Customer Support and Revenue

Group 39893

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Gaurav Nagani

Gaurav Nagani

Gaurav Nagani is Founder and CEO of Desku.io, Helping SMBs Provide Better Customer Support Experience.
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