What features and functions you should look for in a Help Desk Software

The harsh reality in today's business organizations is that it takes months to find a customer and seconds to lose it. Your customers want quick answers to their questions when it's convenient for them. You should keep in mind that creating a good customer experience takes a lot of effort,dedication,co-ordination and commitment from the entire team and it does not happen overnight.

A help desk is a single point of contact for customers to get support. For that to be a success the businesses need to have the right help Desk Software Features for unforgettable support experience

Working on the front lines of a support team is a huge responsibility and a very different role. This includes addressing many aspects of the customer experience, from customer interactions and query resolution to working with the product team on user feedback.

What is a remote help desk?

A remote help desk, also known as a virtual help desk, is a support system of one or more agents who provide remote technical assistance to users or customers. Since remote help desks are virtual (phone or web-based), support agents can assist users regardless of physical location.

Who needs a remote help desk?

Companies operating in complex industries such as IT security and networking, finance, healthcare, IT, and telecommunications should always have a help desk. However, regardless of the industry or size, any business can benefit from a remote technical support team. Creating a Remote Help Desk for your Business is very important during the coronavirus (COVID-19) outbreak since most workers and customers are working from home.

Key features to look for in Help Desk Ticketing software

A good customer support system allows the company to achieve the common goal of a perfect customer experience and show the management that the ROI on their customer support was worth it. Thus, to improve the customer support interactions, these are the Key Features that your help desk software must include :-

• Omnichannel Support

Customers can opt for any communication medium – phone, email, social media, or online chat to seek support from your organization, a good customer support system is the one that supports omni channel communication.

• Ticketing system

An ideal customer support system can be defined as a solution that offers a perfect blend of customer interaction management along with customer ticket management. This also helps to establish clear accountability between front-end and back-end systems.

• Ticketing prioritization

An intelligent customer support system is capable of identifying which tickets are to be resolved first to deliver effective customer service. An effective ticket management system assigns tickets based on priority while also taking availability of agents or their level of expertise into account.

These levels of priority help to eliminate task duplication. Likewise, ensuring each team member is held accountable for their individual roles and responsibilities.

• Mobile App

Mobile usage is on the upside track and the majority of customers are accessing your products and services via mobile. This implies that the customer queries coming in via mobile are likely to increase as well. Therefore brands need to ensure that their website responsiveness to customer queries should be implemented in the mobile platform as well.

• Internal Chat support

Internal chat option is a must-have feature for customer support software to help agents communicate with other agents. Also, allow supervisors to broadcast their message to the workforce. This feature can result in quick ticket resolution by getting assistance from subject matter experts within the team.

• Security

With all the private customer information stored in your help desk — along with a full team of people accessing it — security is essential. In many cases, your ticketing system will be passing client data back and forth. This data might contain passwords, names, addresses, financial information, and/or private health information.

For this reason, you want to select a helpdesk software that provides airtight security in both environment and data transfer. Personal details should exist only on secure dedicated servers, and information passed along secure encrypted network connections.

• Personalization

Your customers don’t want to feel like just another support ticket number.In fact, their service expectations are higher than ever. Users expect your organization to know their individual preferences, previous purchase behavior. Even the context of all past interactions with your sales, marketing, and support department.

Building a successful and efficient customer service takes time and has its own unique challenges. But with the right planning and tools, you can build a service team which helps your customers and also helps the business to grow.