Are you utilizing a common email inbox to speak with your clients? Have you missed reacting to specific messages? Do you think that it’s hard to keep your clients happy? If you are looking for a solution to all these problems then you have landed on the right page. The solution to your problem is helpdesk software! Now you must be wondering what helpdesk software does & how it will be beneficial for my business?
In this blog, you will know helpdesk software potential, benefits, and all!
What is helpdesk software?
Helpdesk software is also known by other names such as breakdown management and ticket management system. It is important not only for small businesses but for big-size organizations as well. Helpdesk software allows the team to look for customer queries and resolve them as quickly as possible. Helpdesk software centralizes the information and supports the team to respond to them quickly. It helps the organization in keeping its customers happy.
The helpdesk market size is huge. According to Market Transparency Research, “The market for helpdesk solutions is anticipated to reach USD 11 billion by 2023.
Helpdesk software can work for different types of industries in many different ways. The benefits are all the same.
What are the advantages of helpdesk software?
The advantages of helpdesk software are discussed below:
Increased efficiency – Business shall be running with well-maintained equipment and asset. In simple words, they should be running smoothly, efficiently, and effortlessly. However, when you are not equipped with helpdesk software you will not be able to solve queries because there are several platforms for communication such as social media, email, chat, etc. But helpdesk software allows them to manage from one way.
Ticket notification – Whenever a new ticket is raised by a customer this software alerts the team about a new ticket. Then the manager can allocate tickets as per the ticket issue or tickets can be allocated randomly by the system itself. Furthermore, the system ensures that all tickets are answered if any ticket is left in the bucket the software alerts the team member about the left ticket.
Quick resolution to customer – When a ticket is allocated to the team, the software ensures that the problem is resolved for the customer in the minimum possible time. if the problem is common then it is resolved quickly however if the issue is not common then it might take time for the problem.
Ticket Prioritization – Helpdesk software allows you to prioritize your tickets as per the issue and SLA (System-level agreement) standard. If the issue is not resolved in a standard time, then it is escalated to team leaders, managers, etc. Ticket prioritization allows for delivering productive work. It makes the team more efficient.
Happy customer – When the customer gets a quick response to their problem then the customer also feels happy about it. For instance, if you are a car maintenance organization then the customer left the car for service & other issues then the customer may see what is happening and what is the maintenance status of the car! Furthermore, customers can also see videos or images before and after image comparison so which also makes customers happy.
Information & data – The software provides data and information about the ticket. These numbers and data are helpful in business optimization & taking their service to next level. You must be thinking, what exactly is there in the reports? How many tickets are resolved in one day how many are pending? What is the average time to resolve the issue? Answers to these types of questions can be found within reports. The data is the key to success as it can be used for decreasing the resolution time of tickets.
Accurate Knowledge base – Knowledge has a lot of information that might be helpful to customers which means they will not have to call customer care. As they will be able to solve issues by reading the knowledge base itself. It will save them time. Data helps in creating an effective knowledge base. As you can put the category of each ticket when there is an uncommon type of ticket is raised you can put that question into the knowledge base so that it will be an effective solution for both the customer and the support team as well.
Conclusion – Helpdesk software is essential for business as it helps in running the business smoothly. However, helpdesk management is very crucial for business but many organizations are not understanding the potential of this software. As a result, they are not able to keep their customers satisfied It does not matter what is the size of your business this software can be helpful to your business. It is the key to keeping your customers happy! This is why IT helpdesk software is the need of the hour.
You need to guarantee that your clients have persistent admittance to quality help concerning the item. In the event that the item is neglecting to meet a specific client assumption, they should have the option to impart this to you and get suitable help from your support team.
Just like asset management software allows you to take care of assets. Similarly, helpdesk management allows for taking care of tickets.
Frequently Asked Questions (FAQs)
Which type of industries can use the helpdesk software?
All those industries which are connected to the clients can utilize helpdesk software. For example, manufacturing, e-commerce, oil & gas, maintenance industry, logistics, etc.
What are the other names of helpdesk software?
Helpdesk software is also known as the ticket management system. The work is the same it is used to solve the client’s issue.
How customer’s bad experience is not good for your business?
One bad experience customer of the customer can lead to potential customer loss. You may ask, how? The current customer can write a negative review on a website. Whereas your potential clients searching for software so they check reviews and all. They found a negative review of your organization. That’s how you can lose your potential customer and this is how bad experience of the customer can be lethal for your business.