Like any other company, IT companies
need to be on their toes to retain their customers, acquire new ones, and register more revenue. Customer service plays a significant role here. The way your support staff serves your customers speaks volumes about the values you stand for.
By providing customers
with timely responses and effective solutions, service teams can bring a huge difference in how customers view your IT firm. Simply by listening to customers and addressing their issues at the earliest, they can make your customers talk favorably about your company and stay with you for long.
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Question is how can you enhance your support capabilities and fix the IT issues of customers
effectively and promptly. Equipping your customer support staff with powerful IT help desk software is the solution. Before we jump onto the benefits of a help desk tool, let’s first understand what it is and then trickle down to -
- Importance of IT help desk system
- How help desk system works
What is a Help Desk Tool?
It is a powerful tool
that establishes a single point of contact between your support staff and customers. It provides a centralized dashboard where your squad of technical experts can manage customer requests and address them quickly.
This ticket management system
automates the issue resolution process, enabling you to troubleshoot customer issues efficiently. It equips your support staff with the capability to work collaboratively and handle customer communication from a central location.
Why IT Companies Need Help Desk Software
IT companies need help desk software
in order to support their customers effectively. It helps the support staff to address customer issues related to your software product, password and security system, technical glitches, and more.
Importance of help desk software for IT companies
1. Fast Resolution of Customer Issues
When customers reach out to an IT company
with questions or issues, they expect their questions to be answered within the shortest time possible. Although people have varying response time expectations depending on the communication channel used, 75% of customers
consider fast response as a critical element in defining customer experience.
To ensure customers are not kept waiting for responses, IT companies can fast track issue resolution using help desk software.
Some of the help desk features that make this possible are:
- Ticket labeling - Support staff of IT firms can analyze issue tickets and filter those that have similar attributes.
- Canned responses - Pre-drafted emails that IT support staff can use to answer common customer questions.
- Automated ticket routing - Tickets can be routed to specific individuals who have prior experience of handling similar queries
- Customer knowledge base - The support team can share the links of relevant knowledge base articles with customers. These articles have all the necessary information customers need to resolve a query on their own.
2. Empowering Customer Support Teams
Customers not only expect fast responses. They also want to be served by knowledgeable staff. Due to the technical nature of products and services, IT companies need to empower their support teams to serve customers more efficiently. IT Help Desk software comes in handy in enabling this.
One of the best Help Desk
features that can empower the support staff of IT firms to manage tickets seamlessly is the centralized dashboard it provides. The tool consolidates all incoming customer requests from various channels on a single platform. Here, tickets can be assigned to respective technical departments that have the expertise to resolve them.
Users can also bookmark tickets, tag individuals on them, prioritize and label them, to make tracking and resolving tickets
3. Product or Service Improvement
With Help Desk Software,
IT companies can monitor customer complaints from the time they are raised to the time they are resolved. This makes it easy to identify product or service areas that require improvements.
In the event of a high number of customers raising complaints on similar issuers, Help Desk Software
makes it possible for the support staff to track issues, and identify their patterns. The development team can go through the query reports regularly and analyze them to bring significant improvements in the products and services.
This helps IT businesses
meet two objectives in a go - resolve customer issues, as well as improve their offerings so that such complaints don’t arise in the future.
4. Prevent Potential Issues
need to proactively mitigate issues that could result in poor service or outages. One way of identifying areas that require immediate attention is by looking at the issues that customers report to the company.
software comes in handy in enabling IT firms to identify potential problems and address them before they begin to affect customers significantly. Using a suitable help desk too, companies can track and evaluate trends in the frequent issues raised by customers, and take proactive steps to eliminate them in the future.
5. Customer Issue Referencing
Help desk software
makes it easy for support teams to refer to customer issues. The software comes with a history log function that documents all questions asked by customers. The history log serves two purposes. First, it allows service teams to reference customer issues raised in the past quickly. Second, it makes it easy for support staff to convince the development or product teams to act on a problem by proving that it has been persistent.
Research suggests that 38% of customers
feel more valued if agents know the context of their queries, or are familiar with their previously-raised issues. This is where customer issue referencing works. Help desk ensures that, while dealing with customers, agents don’t get blank and are familiar with the past interactions customers have had with the company.
6. Customer Surveys
Customer service managers
often have too much on their plates, with little to no time left for capturing feedback from customers regarding their experience with agents.
IT help desk software offers the perfect solution for this.
It sends automatic surveys inviting customers to give feedback
on how satisfied they are with the support offered. From these surveys, IT companies can gauge the performance of agents, and get a clear picture of whether the service staff takes customer queries seriously or not.
The surveys provide IT support staff
a sneak peek into the areas they are good at and those that need improvement. By making things transparent, a help desk tool helps IT firms identify weak areas, which, if fixed, can improve customer satisfaction and retention.
Now that you are familiar with help desk benefits let’s look at how this ticketing system works.
How Help Desk Works
A powerful help desk tool is designed to help IT companies
respond to customer issues within the shortest time possible. Based on different help desk software features
, here are five ways that help desks work:
1. Ticket Management
Help Desk software
enables IT companies to receive the issues from multiple communication channels and register them in the system as tickets. Users can then categorize, prioritize, and assign tickets to service reps, for fast and effective resolution.
This makes it easy for IT companies to:
- Capture all issues raised by customers
- Ensure there no two service reps working on the same ticket
- Use customized status to monitor workflow
Once the problems are resolved, the service team can then close the tickets and take up new ones.
2. Multichannel Communication
Customers contact IT companies
using different communication channels, including:
- Social media platforms
- Phone calls
- Live Chat
Responding to requests through these channels can take a toll on service teams, resulting in various customer requests going unattended. Through the multichannel support function,
IT help desk support converts customer queries from different communication channels into tickets that are easy to manage and resolve.
Once the issues are received, the software enables IT companies
to communicate issue status to customers through the channels they used to submit their issues initially. By allowing multichannel support, a help desk tool ensures that no issues fall through the crack.
3. Task Automation
There are numerous administrative tasks that service teams in IT companies need to undertake.
- Drafting email responses
- Generating and assigning tickets
- Prioritizing issues
- Status updates
- Responding to common questions
Help desk software enables IT companies
to automate tasks so that tickets are routed to service reps based on their skills and workload. Service reps and customers get automatic updates on the progress made in resolving issues. Agents can also use canned responses to deal with frequent issues raised by customers.
4. Team Collaboration
IT help desk software
comes with various features to enhance team collaboration. These include:
- Internal notes
- Shared inboxes
- Child tickets
- Alerts or notifications
These features enable agents to work collaboratively while answering customer questions. The software allows teams
to view customer requests and assign tickets based on priorities and the expertise of different individuals. This ensures that the ticket goes to the right person and is resolved in minimal time.
5. Customer Service Performance
A robust help desk tool
collects and analyzes data that assists in measuring the performance of the customer service function. Through analytics and reporting, help desk provides companies with meaningful data such as -
- Average resolution time
- Tickets resolved by each service rep
- Pending requests
- New tickets
Leveraging this information, IT companies
can identify service reps that need more training and examine the challenges faced by the support team in addressing customer issues.