Help desk software specifically exists for an important reason alone: to provide excellent customer service, most especially to those clients who needed dire help in relation to the product or service provided.
In this light, help desk software needed applications and tools that will do exactly that: first, it should effectively assist the help desk executive in the nature of his job to multitask; second, the dashboard should provide all the necessary information needed by the executive to answer the inquiries related to customer service; third, the person assigned should be able to record the transaction that happened in order to properly keep track of the issues experienced by the end users and to be able to monitor the post sales figures and analytics. These help desk software applications are tools necessary for the business owners to maximize the investment made in acquiring the program.
If you are still in the process of figuring whether to buy purchase the help desk software from competing bidders, you might want to look at these features and see if they are present to what they are offering:
• A self service portal
This is an initial phase where your customers will undergo in order to effectively filter those whose inquiries and concerns can be handled generally by providing basic answers and solutions to common problems.
• Knowledge base
A web based knowledge portal is a feature that is related to the self service portal. This groups the common issues and provide solutions based on the amassed knowledge provided by your employed experts.
• Service Level Agreement Management
This will automatically analyze the level of priorities of the customer requests based on the SLA assigned.
• Automatic assignments
This feature automatically assigns each customer request to the specific department or person that is most appropriate to handle the concern.
• Application programming interface integration
With API integration, you can manage the request or inquiries created outside of your interface.
• Notification management
You can confirm the receipt of the requests to your customers, you can receive notifications that your assignments have been received by the particular technical support and you can check the status of each request.
• Report generation
This will help you analyze the data of customer complaints and handling through a comprehensive report generation.
• User survey
This is to identify the customer’s level of satisfaction and to have a specific knowledge of how you can further improve the product or service based on the recommendations of your end users.
There is a lot of help desk software available in the market today. Some can even be downloaded for free and some can be acquired and priced for its featured applications maximally designed to provide you the best program and support.