Help desk software products are a key need in today’s era of globalization. Numerous products are available in the market just perfect for your organization. Here’s some reasons that mark its value in the competent World
Important help desk software features
Email support
- Send support emails to a designated address such as support@domain.com. Those emails will then be automatically converted into tickets so agents can benefit from a structured ticketing workflow.
Knowledge base
- A knowledge base is a store of common answers and useful articles such as ‘how to’s’ or best practices. It provides a self-service experience that can improve customer satisfaction and reduce support requests.
Self-service portal
- The self-service portal is an intuitive place to submit questions in the form of help desk tickets or get immediate answers via the knowledge base. Think of it as a user portal for issues help.
Community forums
- Forums are a place for users to ask questions and have them answered by the community.
Reporting and analytics
- Help desk software reporting features allow for companies to track key metrics such as agent productivity, customer satisfaction, and support costs. Detailed analytics allow for continuous improvement of service quality and efficiency.
Help desk automation
- Help desk software can automate common tasks to free up agent time while keeping actions consistent. Automation can close an inactive ticket or alert a manager when a new P1 issue is created.
SLA management
- Service Level Agreement is a contract between your help desk agent and the customer defining the service level expected such as time to first response or time to resolution. SLAs can also be quality based, such as ensuring customer satisfaction stays above 90%.
Customization
- For many companies, branding is important. Most help desk software allow companies to customize their help desk so that it carries the company colors and logo. You can also build custom integrations on top of the help desk to extend your help desk software functionality.
Getting started with help desk software
- You’ve got options when it comes to choosing the right help desk software. Below are certain questions that are very important for evaluating the need for a help desk solution:
- Which channels do you need to offer support (web, email, social, mobile etc.)?
- How many agents will use the help desk?
- Does your company need a self-service solution?
- Does your company need automation of repetitive help desk tasks?
- What depth of reporting does your help desk team need?
- What are your timeline and budget for help desk software?
- How many resources will your company invest in a help desk software setup?
We at eStomi work extensively to provide you with the best solution for your helpdesk. We believe in reducing your helpdesk costs. Not just the solution we mark an incredible experience in providing various helpdesk product services for your organization including OTRS, ServiceNow, BMC remedy, ManageEngine, iTOP, Clarive , etc, .
Book a demo now!
For more information, visit us online: Connect@eStomi.net, Call:+919740922224
