Helpdesk Software: A Complete Guide

# Helpdesk Software: A Complete Guide   <div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/a/AVvXsEgE58mpx3b9F-3rjH3mvmQRLjywmasSfVI_hMCtEc6sSxcxDtK5UoeAngIdQdVcavwu4l2kzoJ99mTm2Qxea1OU8r752qHEZHVid883Na0NdkmtgRvi6_Fq8Ar1_QmRfbLQQZtuvllXEE3lED1Mk__X-iUDLKQtnlN9nLm5CRvS7sWVzh3IYkWoPjkYsw=s663" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="427" data-original-width="663" height="385" src="https://blogger.googleusercontent.com/img/a/AVvXsEgE58mpx3b9F-3rjH3mvmQRLjywmasSfVI_hMCtEc6sSxcxDtK5UoeAngIdQdVcavwu4l2kzoJ99mTm2Qxea1OU8r752qHEZHVid883Na0NdkmtgRvi6_Fq8Ar1_QmRfbLQQZtuvllXEE3lED1Mk__X-iUDLKQtnlN9nLm5CRvS7sWVzh3IYkWoPjkYsw=w599-h385" width="599" /></a></div> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">When Southwest Airlines responded with a creative tone to one of their customers through Twitter, it caught the attention of a large number of Twitter users. When one customer posted their question in the form of a poem, the brand’s support team provided an answer to match. Southwest Airlines usually takes pride in its reputation for excellent customer service. Their customer service enabled through social media comes across as something really fun to read and experience. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img alt="Southwest Airlines responded" height="435" src="https://lh5.googleusercontent.com/dk7V2XsTf0VI-JFitjl9XBt9DetCP9QoLrrbYTXQ1OOwC6TVkYtlWooo1ywkds78WVBOsEU-z5MUA1qZ8V1OpxEX89v97lNSbKHHLIouh0yTK5d6xHdwGWJ_psfTBWK_ZSUfuqPK" style="margin-left: 0px; margin-top: 0px;" width="520" /> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Adding some personalized experience to support interactions can go a long way in establishing brand loyalty. Plus, it is just plain fun on the support end. Brightening a customer’s day is more than worth a few extra seconds of effort. But, providing this experience is not as simple and smooth as it may look on Twitter. At least not without proper tools and tech in place. You need a process that can help you with everything from identifying customer pain points to responding to them as quickly as possible. For example, the above-mentioned customer tweet (customer effort) would have gone in vain if the company would not have been able to reply instantly. <a href="https://www.deskxpand.com/" style="text-decoration: none;"><span style="background-color: transparent; color: #644fe0; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Helpdesk software</a><span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> is a growing feature that is commonly found on websites to help users resolve their queries. However, helpdesk software cannot just be viewed as a functional component of tech support. While it is there to help, you need to make sure it does. Helpdesk solutions should be seen as another channel to deliver an exceptional customer experience to retain and win customers. And hence it is important to know everything about helpdesk management software before you begin picking one. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">In this article, I will walk you through the know-hows of helpdesk management software that helps B2B and B2C brands deliver an exceptional customer experience. <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">What Is Helpdesk Software?</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Helpdesk software is a one-stop contact point that provides centralized information and helpdesk management software to handle a brand’s internal and external queries. A helpdesk management software enables the companies to resolve customer grievances faster and efficiently. They can simply do this by automating the complaint resolution process with helpdesk management software. <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Types of Helpdesk Software</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">There can be multiple ways of categorizing the helpdesk management software considering various parameters. For example: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">By their deployment </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The size of business </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The type of target users </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The customer support function </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The source code accessibility </li> </ul> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Here are four common types of helpdesks: <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">1. Web Helpdesk</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Web helpdesks are cloud-hosted or software-as-a-service (SaaS) where the company can rent the solution based on a subscription. This way, they can save on the cost and scale up quickly whenever they need. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">2. On-premise Helpdesk</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">When companies own and host the software and have complete control over the helpdesk, it is solely responsible for its maintenance and functioning. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">3. Enterprise Helpdesk</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Enterprise helpdesk does not just have the standard features of a helpdesk. It goes beyond addressing customer queries with faster resolution rates. It also includes features improving overall support efficiency. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">DeskXpand is an intuitive, automated helpdesk software designed to overcome all the latest enterprise challenges. Take a personalized demo today. <a href="https://www.deskxpand.com/pricing/" style="text-decoration: none;"><span style="background-color: transparent; color: #1155cc; font-size: 11.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">START YOUR FREE TRIAL NOW</a> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">4. Open Source Helpdesk</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Brands won’t need a user license or permission to access the source codes in an open-source helpdesk. <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">What are the Business Benefits of Helpdesk Software?</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">You must be wondering, why is helpdesk software so important? Here’s why: <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The biggest benefit of helpdesks is almost zero to minimal downtime. No one likes it when the system fails, and the issue resolution is put on hold, whether it is the customer or employee. Helpdesk software has a positive impact on multiple faces like customer satisfaction, increased agent productivity, and operational/business benefits. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img alt="Customer Satisfaction" height="379" src="https://lh3.googleusercontent.com/6hiC2FJNcrHZklYIlHlzov9wwOMDEaxM_GfYgeMgRMBBzdWtsNu7yYQj4wN9TJD6baP0uknF1ErRrhb5J9FB0sc2z_VK1lZlYBeo5iP3sPUfdQC9yknorNxvn6QkyiD40DrflEIs" style="margin-left: 0px; margin-top: 0px;" width="624" /> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">1. Customer Satisfaction</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Everyone wants their query to be resolved quickly with minimal effort. Helpdesk software can help you delight your customers by ensuring first contact resolution (FCR). You can keep the customers informed by sending out timely updates about the status of their complaints. Moreover, helpdesk software makes it easier for the customers to reach out to you. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">2. Agent Productivity</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The most significant benefit of using helpdesk software is agent productivity. It helps you automate repetitive tasks so that your agents can focus on difficult queries that matter. Through a knowledge base, customers can search and resolve queries on their own, and agents are spared from answering minor questions repeatedly. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">3. Business Operations</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Helpdesk solutions help you streamline business operations to meet SLAs and prioritize specific actions. You need to empower the supervisor with intuitive graphs and data points and then monitor its functioning. The supervisor/manager gets to have a 360-degree view of the operations and can make informed decisions based on that data. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">4. Scalability</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It is always preferable to turn to a helpdesk software than hire and train a new workforce. Helpdesk software makes it easier to create, sort, assign tickets as per the expertise. This contributes to business growth and improves customer support functions. <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Industry-Specific Use Cases of Helpdesk Software</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Multiple businesses mistake customer support as a cost-centric problem and hence end up tightening their team’s spending. This makes them move their customer support offshore. This leads to drastic results like unhappy customers, high employee turnover rate, and PR debacles galore. If you look at it correctly, excellent customer support is a revenue generator. It gives a cohesive CX that aligns with an organization’s purpose irrespective of the industry niche. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Following are some well-known industry-specific use cases of helpdesk software: <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">I. Retail and Ecommerce</h3> <span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img alt="Retail and Ecommerce" height="195" src="https://lh3.googleusercontent.com/oTyrt8qQg42Ve3wKKoFo8sOBqckuiSfvW8JJJ1Wk3U-7afyvpyI7jV5V4QvJeNFToO7hErkzwBvV7FyUvp389VRQ7wi9CD7nksjMPTnRjZeWYTRwNTGv7xi--VYfExx8BQ9EZN4q" style="margin-left: 0px; margin-top: 0px;" width="624" /> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Sources: <a href="https://www.emarketer.com/content/us-ecommerce-2019" style="text-decoration: none;"><span style="background-color: transparent; color: #644fe0; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">eMarketer, and ACS</a> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Ecommerce businesses tend to face problems at every point of their services. They’re used to receiving issues like missed queries, long response time, managing customer data, and maintaining support requests at high volumes. Ecommerce-specific helpdesk software can change this drastically. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Helpdesk software can help you: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Streamline queries through a single dedicated inbox </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Manage queries from multiple channels </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Monitor all queries from a single place </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Decide who deals with the query </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Align order fulfillment with customer expectations </li> </ul> <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">II. Travel and Hospitality</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Travel is a volatile and dynamic industry. It is pretty competitive too. During the past few years, due to the massive changes in technology, the support vertical of the travel industry has seen quite a shift. Some use cases of helpdesk software in the travel and hospitality industry are mentioned below: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Say goodbye to the conventional manual process of query booking </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Self-service helps solve repetitive booking queries </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Track customer history and communication seamlessly </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Web admin panel for centralized planning </li> </ul> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">III. Software and IT</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Studies show that a standard IT problem occupies a major share of the agent’s time. An IT helpdesk solution empowers individuals to find answers quickly. Besides, people expect resolution at lightning speed, and helpdesk software helps you deliver just this. Some use cases include: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Decrease the overall wait-time for customers </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Eases the ticketing process with the automation features </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Define agent roles, permissions, and privileges </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Provide instant solutions through the knowledge base and other self-service features </li> </ul> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Start delivering frictionless and proactive customer service with excellent helpdesk tools. <a href="https://www.deskxpand.com/pricing/" style="text-decoration: none;"><span style="background-color: transparent; color: #1155cc; font-size: 11.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">START YOUR FREE TRIAL NOW</a> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">IV. Manufacturing Industry</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">I know it sounds unusual to think about manufacturing business and customer support together. Manufacturing companies usually have to manage clients from across the globe. Helpdesk software can be deployed at various levels to streamline processes and reduce costs. Here are some use cases: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Help serve a personalized experience </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Enables 24 X 7 support in multiple languages </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Organize and integrate communication through multiple channels </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Keep your customers and their staff informed with the latest information </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Create performance reports, and manage resources accordingly </li> </ul> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">V. Healthcare</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">In the healthcare industry, patients are always looking for top-grade care. The best care is the one that covers quality care along with focussing on providing timely assistance. Patients are looking for quality healthcare with easy procedures and efficient systems. Here’s how a helpdesk can help in the healthcare sector: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Eases all the simple day-to-day operations </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Query management in order to streamline patient inquiries </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Easy and accessible self-service options </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Patient history management helps gain complete context before the treatments begin </li> </ul> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">VI. Education</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Students juggle multiple roles in schools and universities. The institutions they attend are extremely complex, with academic services, administrative functions, requests, and other activities that need to function like clockwork. Here are some benefits: <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Consolidated knowledge, services, and information. <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Helpdesks save time as it eliminates manual and repetitive tasks </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It helps communicate new announcements instantly </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It helps you prioritize tickets as per impact and urgency </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It helps you gain insight into how well your team is performing and whether the end-users are satisfied or not </li> </ul> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">So these were the industry benefits and use-cases of helpdesk software. Now, let us look at the significant features before you begin picking an ideal helpdesk software for your business. <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Features Of a Helpdesk Software</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">From the beginning of the resolution journey, helpdesk systems will help you create a ticket for every customer interaction and then assign, transfer, and merge them for faster resolution. Robust and intelligent ticketing features will help prioritize issues and expedite action based on the severity of the problem. Whether it is an internal complaint or an external one, never lose out on an opportunity to resolve the query up to the complainant’s satisfaction. Here are some must-have features of helpdesk software: <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">1. Omnichannel Support</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Nowadays customers don’t want to contact the company through traditional ways like phone and fax. Brands need to use multiple channels to resolve customer issues in order to meet them where they go. An ideal helpdesk software supports multiple channels and will fetch queries from all possible interactions. Customers expect brands to be present on the channels of their preference. This includes: <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img alt="Features Of Helpdesk Software" height="274" src="https://lh4.googleusercontent.com/nbFenHNi1RXn74Jx2TOhs0nl6RPwrCNnnr_GvvAVe0yH2WU2-VGKHs0MdJ3It8OcINiWYswNFxgVhtOSUhd5zZp-U6UgoIP65kZvL5T952OBibG-Dd7rh_vr7mkbO6sDS3qvR8ko" style="margin-left: 0px; margin-top: 0px;" width="571" /> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img height="36" src="https://lh6.googleusercontent.com/OPLD13B0E4UUE6ogb-hQAidIqZA1gcSN6PoC1De6-UPfRszhXLOtmOKJT9ivNwd7aGi4SDIbM4A6QEZxUd-J9XXagRJUq7rFlvQMalVO0XntWBerH0G91d1jO6BlP_G7rgM3e5o8" style="margin-left: 0px; margin-top: 0px;" width="41" /> <span style="background-color: transparent; color: #707070; font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Google finds <a href="https://www.tallysoft.com/5-omnichannel-retail-trends-2019/" style="text-decoration: none;"><span style="background-color: transparent; color: #644fe0; font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">85%</a><span style="background-color: transparent; color: #707070; font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> of digital consumers start the purchasing workflow on one device and finish it on another. <span style="background-color: transparent; color: #707070; font-size: 19pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img height="29" src="https://lh6.googleusercontent.com/nSHMjSMxAQH3fnwSVJXKQ71DMRO8nHFX2V8OVvv2D0B75EFiRCj8vG_paijjpClO20AX2yfof-GiT9O2A50GtA2FbgyiYcpAVifMIOG3Ez7gkhVM6Wrkw9ODyWGorOJHbxMGPqpc" style="margin-left: 0px; margin-top: 0px;" width="33" />   <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">By leveraging an <a href="https://www.deskxpand.com/omnichannel/" style="text-decoration: none;"><span style="background-color: transparent; color: #644fe0; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">omnichannel</a><span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> feature, your company can deliver a seamless CX and maximize customer satisfaction (CSAT). An omnichannel approach enables you to: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Ace overall support performance </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Provide quick customer care </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Provide real-time support through channels </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Get in-depth insights for customer profiles </li> </ul> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Streamlining customer data and messages across channels will help you provide exceptional service to your customers. The customer support team can also easily handle customer conversations through multiple channels from one roof. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">2. Ticketing Features</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Mismanaging tickets is the most common problem for customer support departments. Plus, if you are a brand that is still hung up on conventional manual processes, you may lose a lot of customers. This is where the ticket management features come into the picture. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Here are some features of a helpdesk tool that you need for ticketing: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Email to ticket conversion </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Automatic ticket assignment </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Shared inbox with shared access </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Chat and comment within the tickets </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Ticket notifications </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Auto-responders or notifications </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Service level agreements management </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Collision detection </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Unified interface for a single query </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Robust data management to save customer history </li> </ul> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">3. Collaboration Features</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Collaboration features are the foundation of helpdesk software. Collaborative features are critical to your helpdesk and are a must if you plan to build a customer-intimate culture. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Let’s have a look at some collaborative features that you must have: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Shared inbox </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Collision detection </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Merge similar tickets </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Intelligent ticket assignment based on various parameters </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Readymade responses </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Lifecycle tracking </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Fast ticket import </li> </ul> <h6 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 15pt; padding: 0pt 0pt 30pt 0pt; text-align: justify;"><span style="background-color: transparent; color: #2d2d2d; font-size: 18pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Deliver flexible and enhanced support experience</h6> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Check out DeskXpand’s robust and collaborative ticketing features. Take a demo today! <a href="https://www.deskxpand.com/pricing/" style="text-decoration: none;"><span style="background-color: transparent; color: #1155cc; font-size: 11.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">START YOUR FREE TRIAL</a> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">4. Performance Feedback</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">You must gather feedback from your employees and use this information to address specific issues. This will help you track their performances and work actively in order to boost their morale. Through a helpdesk, you can let your team know when and where they’re doing wrong and help them improve. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">5. AI Chatbots For The Win</h3> <span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img height="41" src="https://lh3.googleusercontent.com/kPe4KpouhNLob08HSihE-mRsSwYBM2vEdGTh0SWLWQ4o-eNeeTmwFxSlDRnrTt9aD8mh5nXB3HgS7prlcYkUjfnpVb4gg6fHHz09qh3v_7wNsgeta8kOxcaH4JfSms6V7O4C6yt1" style="margin-left: 0px; margin-top: 0px;" width="46" /> <span style="background-color: transparent; color: #707070; font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">67% of customers worldwide used a chatbot for customer support in the past year. <a href="https://www.revechat.com/blog/customer-service-chatbots/" style="text-decoration: none;"><span style="background-color: transparent; color: #202020; font-size: 13.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Revechat</a> <span style="background-color: transparent; color: #202020; font-size: 13.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img height="39" src="https://lh4.googleusercontent.com/EAal_xZdUNVXxAmf78WNEEgOTKZC6Y_7S2g2RAfwPtvkJ0kY9pQwmowfhtRegw1fe1MhBjoSETGSfL8KT8OasXAOx8cexqqB6oCseepG005bqMdfAgEaIx-Jt2gAFsKCfevu_UFB" style="margin-left: 0px; margin-top: 0px;" width="44" />   <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Customer service chatbots use machine learning and AI to answer basic customer queries. This may include questions like “how do I add more users?” or “What are the pricing structures?” <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">AI chatbots use your existing resources (like FAQs or knowledge base articles) to help answer and resolve your customers’ questions. You can also proactively suggest relevant answers before the customer even finishes typing. This way, customers can get faster and consistent support. This also means there will be fewer repetitive questions for your support agents. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">6. Self-service Features</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">When the incoming ticket level goes down, the customer satisfaction levels go up. Self-service portals will help you bring down your overall incoming tickets. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img alt="Self-service Features" height="341" src="https://lh3.googleusercontent.com/zq-qZ0Cym1l7I9W8C5BnM6GBUsXf2xfA4EdLH34Az3sEOiststkNforTo7H5j6OV8cN4E-uYkETeZv52-mnVt24w8p0Mf-o9oL4BkwgNDKRCK5I3vs6pin1oRTZRM9ebWUqsO4bl" style="margin-left: 0px; margin-top: 0px;" width="561" /> <a href="https://www.groovehq.com/customer-service-statistics" style="text-decoration: none;"><span style="background-color: transparent; color: #644fe0; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Customer Support – Self-Service Stats</a> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">A knowledge base with a good UI and UX is an ideal solution to empower users. Some benefits include: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Self-service is easily adaptable </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Customers will become self-reliant </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Quick and reliable solutions </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Support cost reduction </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Boosts social engagement </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Increases customer satisfaction & success </li> </ul> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">7. SLA Management (Service Level Agreements)</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">SLAs define the level of service that customers expect from your brand. This includes remedies and penalties that would be charged when the service needs are not met. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It includes: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Simplified SLA target creation </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Lifecycle tracking </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Ticket resolution tracking </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Preventing potential breaches </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Custom alerts </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Personalized notification </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Measuring SLA performance </li> </ul> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">8. Ticket Automation Features</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Recently automation features are limited to automating the ticketing features and help ensure smooth workflow. If you use automated chatbots, they’ll respond to your customers whenever they need them and whenever your team is not online. Your helpdesk can directly send a personalized acknowledgment response to customers whenever their queries are registered. You can also use features like auto-register, auto-assignment, etc. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">9. Analytics and Reporting Features</h3> <a href="https://www.deskxpand.com/advanced-analytics/" style="text-decoration: none;"><span style="background-color: transparent; color: #644fe0; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Analytics and reporting</a><span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> features are a must-have when it comes to setting individual and team goals. Measuring your team performance will help you improve accountability. Hence, it would be wise to have reporting features with a consolidated dashboard to track team performance and daily goals. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img height="39" src="https://lh4.googleusercontent.com/iZbxtanwCCMTpXCrz7Hg1Vi7_MlS8srO9qW8_Q3sJny_DSH7tOoyE4p1AoSdPa5BYQ21n6KdkgOPJDzEsoAyr-Ft8FYCvEuV-cOOqbQFozWuNmwSfOimKuqXll_nufNwSdegjugp" style="margin-left: 0px; margin-top: 0px;" width="43" /> <span style="background-color: transparent; color: #707070; font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Analytics will also help you serve a responsive experience and monitor agent performance. <span style="background-color: transparent; color: #707070; font-size: 19pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><img height="39" src="https://lh6.googleusercontent.com/58o7TK2Wuml0tjnTepto3hmXFGqVAA_twZ0_A0zbsLsVHO9rX49zkUZUA5G1yCDatqUkTt632cU6-zTO2MLJBmI59SK4t5QR9iPRnfCkCOXAX7JEuVaKCZ85NT9PGO9nr84W64oK" style="margin-left: 0px; margin-top: 0px;" width="43" />   <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Leveraging analytics will help you boost employee morale and will eventually motivate them. You can track your team’s performance and help them when they’re stuck somewhere. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Here are the three critical metrics that you must measure: <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Customer Lifetime Value (CLV) </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Churn Rate </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Net Promoter Score (NPS) </li> </ul> <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">10. Monitor your Social Media Often</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Bad customer service invites bad press. Even a single mistake by brands can spread like wildfire on social media. This can make your shortcomings visible publicly. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Therefore, companies need to monitor their social media regularly. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">OTOH, if you don’t, you also miss out on valuable opportunities to win your customers. If your social media channels are updated regularly, you can instantly solve customer queries through those channels. Let’s look at an example of Tesco Mobile. <h4 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 8pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 13.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Example: Tesco Mobile</h4> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Tesco mobile has a proactive approach for their social media customer support. The company uses social media channels to connect with its customers. A support rep is assigned to talk to the customers about their experience after they sign up. <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Upgrade Your Customer Support with DeskXpand</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">What if I tell you that there’s an enhanced service desk management system with the latest ticket automation features. DeskXpand caters to all customer support needs from small to large businesses. Find out how you can update your service desks with DeskXpand. Here’s a brief feature overview: <h3 dir="ltr" style="background-color: white; line-height: 2.0454545454545454; margin-bottom: 0pt; margin-top: 0pt; padding: -19pt 0pt 8pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The Article is Originally Published On:</h3> <a href="https://www.deskxpand.com/blog/helpdesk-software-complete-guide/" style="text-decoration: none;"><span style="background-color: transparent; color: #1155cc; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration-skip-ink: none; text-decoration: underline; vertical-align: baseline; white-space: pre-wrap;">https://www.deskxpand.com/blog/helpdesk-software-complete-guide/</a>