What is help desk software?

A help desk is a single point of contact through which customers can reach out to the business’s agents for assistance. It could be a query, issue or general information that customers seek. Communication from the customer’s end is entered in the form of a ‘ticket’ or ‘service ticket’ by the help desk agent, using a help desk ticketing system or software.

A help desk ticketing software helps agents manage, respond and resolve customer requests (or tickets).

Benefits of a help desk software

Quick response

A help desk software makes it easier for agents to manage tickets and respond quickly.

No missed tickets

One of the significant upgrades that agents encounter is lesser switching back and forth between various inboxes. Even though customers might use multiple channels to get in touch with the help desk, all communications are visible in one inbox when you use help desk software.

Enhance productivity

With better ticket management comes improved time management. Agents can sort out tickets based on priority and meet SLAs (Service Level Agreements) accordingly. A help desk software improves business operations by streamlining processes.

Guide customers

A good help desk will provide the best customer service and increase customer satisfaction. A help desk could be a customer’s first stop in their shopping/service journey.

Skilled based ticket routing

Managers can use help desk software features to assign tickets to agents based on their skills and availability.

Self-service

An online database of information for agents and customers alike enables them to be more self-sufficient. The knowledge base can serve your workforce and customers with informative articles aimed at helping them understand more about the company and products.

Agents can find helpful resources while using help desk software that helps improve the service they offer to customers. This eliminates the need for approval or someone else to show an agent technical know-how.

Automation

A help desk software automates processes, thus, saving time and retaining customers by providing high-quality customer service. A loyal customer base can be very beneficial for a business. Agents are on the front line, interacting directly with customers. So, the help desk ticketing system must function smoothly for them too.

Get help desk software today!

A help desk is not only for the customers you want to retain and attract. It is beneficial for your workforce too. A happy workforce can build a satisfied customer base. A help desk software can ease ticketing processes, giving agents opportunities to perform their best.

Kapture CRM maximizes customer satisfaction and agent productivity with an all-in-one ticketing management system.