A robust help desk system must have the following features
As a result, they improve operational efficiency by tracking tickets, speeding up case resolution, and generating more detailed reports.
It also centralized customer data to give your sales and support team a unified view of your customers and their histories.
In addition, a help desk system can help you in resolving customer queries efficiently, which improves customer satisfaction and experience.
According to the data compiled by FinancesOnline.com, customers who receive better service:
- The likelihood of customers recommending a business increased by 300%;
- The likelihood of repeat purchases was 300% higher;
- Their likelihood of shopping at competitors was 44% lower; and
- There was a 33% decrease in price sensitivity.
If you don’t have a support system, you should look for the following features.
Open-source software is essential.
Open source help desk systems allow citizen developers to develop and scale ticket software easily. You don’t have to pay anything for creating your ticketing software, since every open-source application makes its source codes available for viewing, use, and editing. A license fee is not required. Creating, hosting, maintaining, and setting up the software are the only costs.
You can customize the UX and design the stream of open source ticketing software according to your business needs because the software can be edited freely. It can be scaled up or down depending on your needs. Your ROI will be better and more efficient if you use open source.
Ensure that the ticketing system is efficient.
Help desk software must have an open source billing system to deliver exceptional customer service. Tickets can be categorized according to the types of queries made, making it easy to organize, search, and retrieve customer tickets quickly.
Tasks should be able to be assigned and reassigned with the system you select. In addition, tickets should be able to be increased, resent, closed, and canceled as non-negotiable items. Make sure the system sends you tickets correctly. Despite their complexity, complex systems offer greater control and customization capabilities. Make sure you can filter and label data. The ability to group multiple tickets for bulk correction will simplify your search and save you time.
Automating your help desk system would be beneficial.
You should always look for software that offers artificial intelligence and machine learning features in 2022 and beyond.
Simply put, automation allows you to get things done more quickly. Your employee will also have more time to focus on more complex tasks. An automated process prevents manual errors and creates a fair and unique experience for end-users.
Specifically, the best support system should automatically generate tickets based on the problem category, route tickets to the appropriate agent, and send automated messages to clients when their tickets are closed.
Customer experience must be excellent across all channels.
The majority of people are on the run. Their smartphones keep them connected.
You will most likely be contacted by a customer via a smartphone 9 times out of 10. Your IT help desk system must offer an omnichannel experience that works across multiple devices.
Your leads and customers will go to your competitors if your software is not mobile-friendly.
Do you have easy plug-and-play integrations with third parties?
Make sure your help desk system is not only easy to use but can also be easily integrated with your other client applications. Businesses use a wide variety of software and solutions, including e-commerce platforms, supply chain and procurement software, payment gateways, and human resources software.
It should be possible for all information from these systems to be automatically retrieved by the help desk. So, your agents can handle complex queries with more information.
Secure and compliant features should not be ignored!
When your helpdesk system stores all your valuable customer data – and when all your employees have access to it – security is paramount.
Utilize a tool that provides role-based permissions so that only those who need certain information can access it.
Each team member should be encouraged to choose a strong password for enhanced security when logging in.
Whether you must comply with HIPAA or GDPR compliance rules depends on the type of data you store, your geographical location, and the types of compliance rules you must follow. Find out what the differences between the two are if you are unclear.
Create a custom knowledge base for your Help Desk business.
Thanks to digitization, your help desk system can continue to offer outstanding customer service for years to come. There will be no need for you to stay on the ground 24 hours a day. AI-based chatbots and knowledge base libraries can provide self-service capabilities.
A chatbot can converse with visitors and share pre-recorded answers and article links with them to assist in answering their questions. When visitors have complex requests, they can create a ticket and lead them to an expert agent whenever they are online. As a result, agents have less work to do.
FAQs are frequently asked questions that can be written and stored. In addition, you can invest in knowledge base software to help you load your knowledge base library in real-time. Software of this type connects to the network and gathers the content from across the network in one place. Additionally, it helps you organize your blog posts and articles for sharing with customers and visitors. Your agents can create knowledge base content in real-time.
Providing IT Help Desk services has been a success for us as a startup
Other notable features
Additional complex benefits that can help grow your business include those listed below if you choose a robust desktop system solution.
- Publishing knowledge base using a content management system.
- For more search options, large filters and bookmarks are available.
- Keep track of social media comments about your company by collaborating on social media.
- Features of CRM or seamless CRM connections.
- For each agent, time is tracked to measure resolution values.
- Data viewing tools are advanced reporting tools.