Help desk software and customer self-service tools like online, email, live chat, and mobile support can make a big impact on your ability to deliver timely, effective service.
What is help desk software?
Help desk software aids your customer service staff in providing support to customers. Customized to your needs, help desk software can include omnichannel capabilities such as live chat, chatbots, online tutorials, email support, voice support, knowledge base libraries, client portals, and reporting.
What help desk software can do for your business
Excellent customer service goes a long way with customer satisfaction, retention, and loyalty. Help desk software gives you all the tools you need to address customer issues, helping you:
- Provide proactive service. Artificial intelligence (AI) and machine learning (ML) can predict problems, letting you get on top of any concerns quickly. Predictive care paired with help desk software can alert customer service staff of equipment needing repair.
- Address customer needs immediately. The features of help desk software help you provide a variety of ways to get customers the support they need, the moment they need it.
- Manage incoming requests. Build a support platform that can create, track, and assign customer tickets, keeping your team efficient and on the same page.
- Improve team performance. Full visibility helps support staff stay efficient as they manage requests.
- Keep customers happy. Help desk software enables your team to offer great service—increasing customer satisfaction.
- Identify trends and anticipate needs. Discover what your customers find most challenging, provide answers to common questions online, and learn how best to support your customers.
Crafting a comprehensive help desk experience
Help desk software is often part of a larger customer service software offering. When choosing what you want to include in your help desk software experience, consider the different elements of customer support:
- In-person support. On-site, live agent support allows you to directly connect with your customers.
- Self-service application. Guiding customers through support steps, customer self-service applications can address common questions and provide in-depth detail using text, images, or video.
- Client portal software. Housing documents, data, or workflows specific to customer projects or accounts, client portal software provides your customers with the resources they need.
- Knowledge base. FAQs, videos, tutorials, and documentation are all great resources to provide in a knowledge base—an online library of support resources.
Features to look for in help desk software
As you evaluate possible solutions, look for help desk software that offers the following features:
- Automation. Create smart workflows, add assignment rules, and complete tasks—automation within help desk software eases and speeds up customer support.
- Ticket management. Keep track of open requests and move customer tickets through to resolution.
- Data-driven insights. Built-in intelligence can provide recommended steps, suggest resources, or highlight areas needing attention.
- Multi-channel capabilities. Access your help desk software from any device, wherever you are. Mobile access lets your team stay on top of everything going on.
- Customizable dashboards. Craft a support experience that keeps your team efficient throughout the workday.
- Predictive care. Don’t wait until a customer lets you know there’s a problem—address issues proactively. The Internet of Things sends the performance data of connected devices and triggers alerts if service is needed.
- Integrated experience. Connect and unify data to flexibly integrate efforts with marketing, sales, and field service.
Adding self-service customer support to your help desk software
Customer self-service features are a great way to enhance your help desk software experience. By allowing customers to help themselves to the information they need, they can find a resolution regardless of call volume or time of day.