When you run a business, you may face several challenges when it comes to communication with customers, especially if you use various different tools to do so. This can make it difficult to track and manage support tickets, as they may be scattered across various platforms. This can also lead to delays in response times and a lack of visibility into the customer experience, resulting in frustration for both the business and the customer.
In an era where customer experience is the top priority for companies, not being able to resolve their requests or not being able to communicate with them properly in time can be a huge disaster for your company.
Asad Kausar of Dabaran states that “customer experiences are the most important element of business. Being responsive to a customer is key to making sure your clients have a good experience. Whether positive or negative circumstances, responding to your customer’s queries is a must. Feeling like their time is taken seriously is crucial in turning a prospective client into a customer or a one-off customer into a lifelong fan.”
Also, according to a study from The Daily Beast, the cost of poorly written communication between businesses and their customers is a whopping $400 billion annually. That’s why 86% of service teams say that having help desk software improves their productivity, according to HubSpot. Even among high-growth service teams, 51% are reliant on helpdesk systems.>
These numbers further establish the fact that earning customer satisfaction should be the primary goal for every business. And you can achieve this through an effective help desk management system (also known as a ticketing system), a flawless and proactive solution that enables your company and service suppliers to give quality customer assistance and support within the agreed-upon service level agreement (SLA).
What is Help Desk Software?
A help desk management software is a SAAS (software as a service) tool that you can use to manage your customer support requests and inquiries. Some common benefits of help desk software include ticketing systems, knowledge bases, and automated responses. The ticketing system can act as a central repository for your business allowing your support staff to prioritize and assign tasks, communicate with customers, and track the status of each request, efficiently.
For example, you have live chat, chatbot, email, call, and website forms, through which customers raise their requests and queries to you. So, if you want to keep a track of all the requests coming from these five different channels and resolve them all in time without missing out on any request, then help desk management software can do the job for you.
Who Uses Help Desk Ticketing System?
Help desk software can be used by many different companies and organizations in a variety of industries. Some examples of companies that might use help desk software include:
- IT service providers
- E-commerce companies
- Telecommunications companies
- Financial institutions
- Government agencies
- Educational institutions
If your company isn’t part of these industries but has several customer requests and support tickets that you are having difficulty managing, then you can use this software. In general, any company or organization that provides customer support or technical support to its customers or clients should use help desk management and ticketing software.
Top Help Desk Software Benefits
Here are the top ten benefits of using help desk software that you must know:
Help desk software allows your support staff to quickly and easily track and resolve customer inquiries, which can improve the efficiency of your support process. This way you won’t need extra people to handle increased inquiries and you may be able to use your existing staff for other work.
Increased customer satisfaction
According to Business Wire, 33% of customers are ready to switch brands after just one bad customer experience. That’s why it’s important to address every concern of your customer as soon as possible. With a help desk ticketing system, your customers can easily track the status of their inquiries and receive timely responses, which can improve their satisfaction and also make them feel important.
The tool helps your support staff keep track of customer inquiries and ensures that no requests fall through the cracks. This becomes important when your company has multiple channels to communicate with customers.
A help desk ticketing system can help your employees collaborate and communicate with each other, as well as with customers, which can improve the speed and quality of the customer service process. Further using it with an automated support system can keep your customers connected with you, even if you or your staff are not available.
When your customers are happy with your service and experience, then they will come back for your service and also refer you to their friends. So, with this software, you can easily scale the support operations of your business, as your customer base grows.
The software can also generate a variety of reports for your business, including metrics on the volume and resolution of customer inquiries, which can help your businesses improve support processes, as well as overall customer experience.
You may have concerns regarding the security of these ticketing systems, but the truth is that not only is this software safe but they also enhance the overall security of your business by providing encryption and access controls, to protect sensitive customer data.
Many help desk ticketing systems offer a range of customization options, allowing you to tailor the system to your business-specific needs and processes. This can be helpful for businesses, such as MNCs, or even MSMEs, involved in multiple sectors targeting different customer segments.
Integration with other systems
You can also integrate the tool with other business systems, such as CRM and billing systems, to improve the efficiency of the customer support process.
When you automate and streamline your support process, you reduce the need for manual labor, and increase the productivity of your existing support staff. This results in cost savings for your company. Research also shows that 22% of the service desk tickets are resolved at almost no cost.
Final Takeaway with Help Desk Software Benefits
In conclusion, help desk management software can provide numerous benefits for businesses that want to improve their customer support processes. From improving efficiency to customer satisfaction and enhancing scalability to security, there are several advantages of the tool that you can grab. The software also provides customization and integration options that can enhance collaboration among your support staff and customers.
Additionally, a help desk system can help you save money by automating and streamlining the overall support process. However, it’s important for you to find the right software amid so many options available in the market.
Make the Most of Help Desk Software Benefits from QuickFMS Today!
If you need help desk software and ticketing system that can provide all these benefits in the most efficient manner, then QuickFMS helpdesk management and ticketing software can be the perfect option for you. Our module can help raise and resolve any service requests and complaints about any issue related to the HR, IT, maintenance, and concierge departments of your company.
You can also take advantage of our mobile app support to revamp your customer service feedback mechanism. From Tata Capital to Reliance Capital, ICICI bank to Axis bank, and TCL to Max Life insurance, we have successfully streamlined the customer support system of several big companies. So, come, and be a part of our ever-growing clientele family. Schedule a free demo today!
Amit Prasad is the founder and managing director of SatNav Technologies and has business interests in a wide range of IT products. SatNav Technologies is an IT products company focusing on cloud based map data products and a pioneer in GPS, FMS & LBS Technologies. The product suite includes SatTracx in-the-field location based solutions and A-mantra in-the-office facilities management solutions. QuickFMS from a-mantra is a cloud based facility management system which enhances organization’s efficiency.