We live in a competitive world where businesses must create and maintain a good rapport with customers. For this to happen, companies need to reach their customers regularly to give them support. Good customer service will eventually reflect well on your bottom-line.
This is where help desks come in to play. Help desks give a business the ability to multitask by reaching customers via different platforms. Traditionally, customer support agents would have to manually reach customers, which has proven to be a not so feasible solution.
To find suitable help desk solutions, business owners primarily rely on help desk software reviews from other users. More so, users who are in the same business as you are. Thanks to these reviews, potential users can know which help desk app will work for their business.
Standard Help Desk Features Derived from Help Desk Software Reviews
Help desk software reviews are a great source of inside information on what a help desk solution offers. These reviews contain information many companies won't provide. Based on the many reviews given, here are some standard features the best-rated help desk solutions have:
Speed
The best-rated help desk software's have been praised for being fast. This high speed has been said to simplify complicated processes like the administration of incoming cases. This, in turn, makes it easy for support teams to change their focus to more pressing matters. The result is a faster working environment where both customers and customer service agents are satisfied.
Reduced backlog
When there's speed, there will hardly be any backlog left. The best-rated helpdesk software were said to assign the correct queries to the corresponding agents ideally. That way, there's a timely resolution that guarantees customer retention. This is because the chances of customers being swayed by your competitors are very minimal.
When there is a backlog, the employees are also affected by the pressure to sort every customer's demand. This pressure is a hindrance to your progress towards customer satisfaction.
Metrics in Real-Time
The best-rated software's in many help desk software reviews had metrics showing in real-time. The metric includes information of when a ticket is closed or opened, to mention a few. Such analytics make it easy for management to monitor the productivity and performance of their support teams.
This also creates a transparent work environment as far as ticket resolution is concerned. These metrics also made it possible for users to eliminate by identifying process logjams.
Effective Resolutions
Companies that handle large ticket volumes have attested that help desk software’s have been beneficial in identifying any unnoticed tickets. That way, customer relationships are salvaged on time with no permanent damage done. These software's have made it easy for companies to systematically organize tickets, thereby assigning tickets to the right agent.
Some of the best help desk software's according to help desk software reviews
Below are some of the many help desks that have been given high review ratings by users:
- Kasm Workspace: This container streaming solution delivers application, desktop, and browser workloads to a web browser.
- HelpDesk: This cloud-based software is primarily used by both large and small businesses. It allows companies to manage customer surveys, feedbacks, tickets, queries, and communication.
- TeamViewer: This video conferencing and online meeting solution can connect any server, mobile, and PC globally. It is also available in almost all countries.
- Wix: This cloud-based solution makes it easy for users to manage and create websites. It comes with multiple templates having animation, fonts, and video backgrounds.
- Jira: This is a software tool that manages business processes. Dexterous teams commonly use it to release, track and plan software.
- Froged: This customer solution is used by businesses to manage the processes related to email marketing promotions, live chat, behavior tracking, etc. It aims to improve a brand's customer experience.
- RemotePC: This is an on-premise and cloud-based solution that enables businesses to effectively communicate with their customers, manage applications, and transfer files. You can do all this across different remote devices.
- FreshDesk: This solution streamlines client support by integrating client interaction in one web-based and affordable solution. This solution also supports social media accounts, Web chats, emails, and phone calls.
Conclusion
As you go through the many reviews available for the different help desk software’s, keep in mind that it may time some time before your team can flawlessly use the solution. Even so, the learning curve will be worth the effort and money spent. Take time and take stock of the different help desk solutions available to get the best solutions for your organization's business needs.