Guide To Helpdesk Software

Customers have questions, and sometimes you can’t always be at the office to answer them. In such a scenario, a help desk provides them the information they need in a pinch. Not only can customers gain information from a help desk, but potentially support as well.

If a customer has an issue with a program, product, or service, they can begin the troubleshooting process and sometimes even fix the issue entirely through your knowledge base . All this without the need for any direct communication on your part. Now, you might reach out to the customer separately via phone or email to live chat about their experience with the help desk after the fact. At this time, you’d ask if their problem was sufficiently solved.

With this procedure, you can keep making changes and improvements to the tools and software you use to provide your customers with the best level of service.

What is helpdesk software?

If a company has decided to use a helpdesk service, most of the time, they choose a software for these purposes. With this software, it’s possible to track communications more efficiently and provide more expedient answers, information, and support.

For instance, if you’re a company big or small, you surely have a bustling social media presence. On your social pages, your customers might reach out to you with queries. They could use separate apps like Facebook Messenger to ask their questions as well. For yet a third option, they could email you.

Usually, those means of communication stay separate. With a helpdesk tool like software, it’s possible to gather all conversations and queries with customers into a single dashboard. With this, you never miss a request, comment, or question.

You can also track the type of information customers request. If your customers always ask the same kinds of questions or they’re constantly quizzing you about one or two products, you might go back and do some extra work. For instance, maybe you change up the copy on your product page or you update your shipping information on your store. Whatever provides more clear info, that’s what you should do.

The types of helpdesk software

Depending on the size and the needs of your business, you might opt for one or several types of helpdesk software. Here are the software types you have to choose from:

• Global helpdesk: If your company has grown and expanded, then certainly, you have customers all over the world. In such a situation, you might consider a global helpdesk tool or software. This software offers tags targeted for specific languages so you can reach almost any demographic. Your portal also supports multiple languages so no matter who your client base is, you can still offer them the support they need. Some software even has language detection features, a form of helpdesk automation. This lets you choose the language it’s best to use when communicating with the customer.
• Social helpdesk: With social media driving such a major part of our lives, a help desk in this area can be quite impactful. You might track social media mentions, add a support portal or form to your social pages (like Facebook), and use social media tickets for tracking queries and concerns.
• Multi-channel helpdesk: If you get customer questions from all sides, then a multi-channel helpdesk would work best for your business. This takes into account communications through email, phone, your website, chatbots, social media, and more. You can use tickets to track incoming queries, automate what you can, and review your success with analytics and reports. By using elements of the global and social helpdesks as well, you cover your bases.