Customer Service Software and the Help Desk
It can be beneficial when looking for help desk software to think of it in terms of “Customer Service Software”. After all, your goal is to provide the best possible service and support to your customers. By focusing on how the software will improve customer service, you’ll likely end up with the best solution for your organization.
All help desks need customer service software, but different applications have their strengths and weaknesses. When choosing a new customer service application, consider the bigger picture. Can you use the solution to actually reduce the number of incidents, or help your team to process them more efficiently?
Customer Service Software Should Track More Than Just Calls
If call volume is a problem in your team, promoting other avenues for support can really help. A good help desk solution will have multiple entry points for the end user. The way you control and manage this logging process will largely be dependent on client location and the scope of your provision, but you can offer other routes than just the telephone.
A web based logging system is great because it skips the call logger entirely, freeing them up to perform other tasks. Good help desk software will also automatically create tickets from a POP3 or IMAP mailbox. Also, don’t forget to set up and maintain a Knowledge Base to offer users a preliminary source of help before they pick up the phone.
Customizable interfaces Speed Things Up
Technicians need to be able to log calls quickly via an intuitive interface, so customization is key. Create different templates for different ticket types and enter default data for certain categories. For example, a request for a replacement PC would call up a different template to a problem with a desktop application. Customizable forms help with the call tracking process: they collect all the necessary data in a uniform way, and required fields prompt first line technicians to capture all the facts second and third line staff need to know.
Your customer service software must also accommodate attachments, but ideally only file types and sizes that you permit, and only where it’s useful to do so. Allowing end users to update customer service software with screenshots is great, but you need to have some control over this for security reasons.
Consider Other Departments When Choosing Customer Service Software
Many help desk teams require other teams to interact with their customer service software, particularly when they’re working within ITIL. Tickets get passed from team to team, upgraded, resolved, re-assigned and so on. Priorities may change automatically depending on the team the ticket is with, causing their urgency to change.
Your customer service software should be comprehensive enough to cope with this. It’s no good just recording call data: every time the ticket moves or something changes, that action needs to be captured in an audit trail.
Good customer service software and help desk software can produce attractive dashboard charts and reports. Another key benefit is color-coding of tickets. Setting up visual cues helps the call logger to visually demonstrate the urgency of the request, and it helps the technician to see any priority tickets at a glance. These visual prompts are vital to ensuring no important issues go undetected.
Help Desk Premier Enables Superior Customer Service
All of the elements you need to provide excellent customer service are in Help Desk Premier. Solid issue tracking, extensive customization capabilities, powerful reporting are all in an easy-to-use application that installs quickly and effortlessly.