Achieving Efficiency With Help Desk Management Software
Regarding customer service, your response to their requests could make or break your business. As a core function in any organization, the customer care department plays a critical role in offering fast solutions. Through robust help desk management software, you can keep track of requests and their conclusive closure.
A help desk is a significant customer service tool that efficiently manages both the users and the customer requests. In essence, it deals with user IT support in the resolution of issues and manages a centralized tracking system. It integrates calls, instant messaging, and emails into facility service centers.
Types of Help Desks
The type of help desk you deploy depends on the size of your business, the target users, and whether the software is open or not. Below are five help desk software:
- Web Help Desk
Software as a Service (SaaS) is commonly referred to as being deployed via the cloud. As such, all vital information and customer request history are stored on the host's servers You can sign up for maintenance, backups, and updates through either monthly or annual subscriptions.
This help desk management software allows customers access by the installation or through the vendor’s site. Such software is best suited for small and medium companies as its maintenance costs are borne by the vendor.
However, the software flip side lies in the security and privacy infringements at the vendor’s servers. Moreover, the web help desk poses a recurring expenditure making businesses shy off. Nevertheless, the vendors have no option but to raise their quality and up their customer experience.
- On-Premise Help Desk
On-premise help desk software is wholly owned and maintained in the company’s servers. The help desk demands a great deal of staff cooperation for a smooth installation without interrupting the normal operations. The software is expensive because of its customizable nature and is suitable for large companies.
- Enterprise Help Desk
An enterprise help desk is a multiple feature service management systems that perform account management, service requests, and survey. You can customize it to suit your specific business needs and systems.
By supporting both customers and internal operations, the software ensures the organization achieves optimum productivity and satisfied customers. Internally, it fosters seamless communication among departments.
- Open-Source Help Desk
Open source help desk management software allows access to users with a code to alter the code without the need to seek authorization. As such, skilled IT support technicians can improve, upgrade or fortify the help desk. The flip side a that it is fragile and demands experienced IT staff which is a put-off to the small businesses.
- Cloud-based Help Desk
Cloud help desks software combines both web and desktop software thus can be hosted on several servers and can be accessed by the customer at any time from any location.
Best Free Help Desk Software Management Tools
The best help desk software management systems provide a rich offering of automation, top-tier multi-channels, and a host of collaborative customer support tools. Digitalization has led to help desk innovations as a response to people's desire to obtain the online help.
To facilitate an increasing number of help desk requests that require instant response your software should provide a reliable platform. In addition, the help desk management software combines efficiency and customer experience through robust digital systems.
In addition, you may sign up for free trials and interact with the features while testing their effectiveness. Here is a preview of the best help desk management software:
Comodo One
Features
- Cloud-based
- Availability of self-service support 24/7
- Wide range reporting ability
- Branded service desk
- Speedy turnaround times
- Service desk solutions are automated
Zoho Desk
Features
- Knowledge base ticketing with a self-service option
- Facebook and Twitter channels
- Easy User-interface
- AI features
- Automation of workflows
Freshdesk
Features
- Cloud-based help desk
- Ability to multichannel
- Integrated game
- SLA
- Multi-language support
- Help desk customization
- Portal for self-service
- Free trial plan
- Live chat
- Phone support
Zendesk
Features
- Multichannel options
- Ticket management
- Help desk tools
- Option of self-service
- Call center features
- Knowledge base
- Built-in tools for reporting
- Free trial
Live Agent
Features
- Customer support options of email, live chat, and social media
- 24/7 support
- Single inbox
- Automatic ticketing and storage of requests
- Cloud-based
- Multichannel
Final Submission
A helpdesk acts as a meeting point that brings together customers and employees through queries, grievances, requests, responses, and solutions. A help desk management software is aimed to provide an effective interaction of all the players in the customer service cycle.
Moreover, choosing the best help desk management software for your business requires an in-depth review of what works best for your kind of business. You can get a lot of information through review articles.