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Help desk and ticket management software solutions are used to optimize the overall customer support services offered by companies. They are particularly beneficial to businesses who lack the resources to build large-scale customer support centres. These business applications provide all the tools necessary to support your agents in managing their workload and improving their performance.
Help desk software can be used for both internal technical support as well as external customer case management. These apps offer a more efficient way to track and organize tickets, record repeated incidents and problems, and standardize issue-solving procedures. Common functionalities include the ability to build a workflow, scripts and a customized knowledge base for easy referral by all agents.
Many help desk applications will enable your company to offer 24/7 customer support through the use of customer self-service portals. These online spaces include searchable knowledge databases, forums, FAQ’s, videos and other self-help documentation. This means your agents have more time on their hands to deal with more escalated issues.
The case management features common to help desk software allows you to store and archive personal customer information and agent interaction history. Agents are provided with instant access to a range of data from one platform. This speeds up customer waiting time as agents grab the data they need in seconds. Not leaving tools facilitate communication among agents. Case routing ensures specific issues are sent to the right agents. .
Help desk applications generally feature multi channel support across various communication platforms such as web, email, phone, chat and social media. Use these applications to identify key trends and measure the time spent by agents to resolve specific issues. Customer satisfaction and agent performance can be improved through the reporting tools offered by help desk applications.