5 benefits of using help desk software for your business
- Improved response and resolution rates
- Boost in productivity
- Effortless collaboration
- Real-time analytics
- Self-service and AI
1. Improved response and resolution rates
When you use a shared inbox or simply do phone calls with customers, requests are harder to track, and missing a request or two is inevitable. Customers may have to wait for a long time while you recheck information or redirect the call. It ruins the customer experience. With help desk software in place, all of your tickets are in one place, with all of the information you need inside every ticket. This increases response time and improves the quality of customer support responses.
2. Boost in productivity
When you get a flood of customer requests, customer service agents have to organize and prioritize tickets before responding. Other manual activities and everyday tasks can also take a good chunk of their time. When you use help desk ticketing software to run customer service, you can do more with less. You can instantly sort tickets, automate routine tasks, use intelligent workflows to execute events, create macros to perform preset actions, and reuse canned responses. With those mundane tasks out of the way, your agents can focus on delivering an excellent customer experience.
3. Effortless collaboration
If you spend valuable customer time looking for data from various resources and departments, it can result in negative feedback. Help desk software makes collaboration much smoother. You can see customer information like history, payment, KYC details, delivery status, etc., in a single click. It’s easy to share the ticket across departments whenever you need people to chip in. Agents can reassign requests, leave comments, and schedule remote sessions with customers without breaking a sweat.
Pro tip
If you're ready to test out, sign up for a 15-day free trial of Zoho Desk software now. Then walk through the features and explore the advanced automation, Meet Zia - The AI assistant, Draw a Blueprint to advance process automation, Enjoy the easy UI, and then decide which edition you want to buy.
4. Real-time analytics
When you don’t have a common place for your customer service records, it’s hard to get the big picture and improve your service over time. Creating reports manually is time-consuming, and knowing the impact of each metric is quite hard as well.
Help desk software comes with built-in reports and dashboards to help you see how you’re doing and set customer service goals for the future. You can also generate new reports to see how your customers’ rate your service, cheer your agents on time, and step in when there is a need for change.
5. Self-service and AI
Empowering customers to help themselves can encourage brand loyalty and save you time and money. You can easily set up a customer self-service portal with help desk software. Customers can browse through FAQs, user manuals, setup guides, DIY videos, etc., to find solutions to their problems, while your agents focus on more complex issues.
Help desk software can also take it up a notch by using AI to have initial conversations with customers. AI can pull up responses from help articles or redirect requests to the right person. This improves the customer experience and also helps agents to plan their work better.
Since help desk software is easy to set up and simple to use, businesses can see these benefits within a week or two of deployment. Investing in a new tool is a big decision and should be made with a broader framework in mind.
A Beginner-friendly Guide for your businesses
Check out our help desk guide to prepare in more detail and make an informed decision.
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