According to Gartner projections, satisfying customer experience is the main priority for more than 50% of organizations this year, while 62% of companies believe customer experience delivered by contact centers is the key to gaining a competitive edge. In other words, the customer satisfaction depends on service desk operations and the best help desk tool for efficiently addressing customer queries.
In this article, we’ll address different types and characteristics of quality help desk software. If you are currently on the lookout for software, take a glimpse at the best software examples listed below or visit this website to find more information on the topic.
What is a Help Desk System?
Help desk software, often referred to as service desk, is actually a point of contact between users and service desk agents, and a valuable ticketing system that helps a company manage customer interactions more effectively. This powerful tool serves to track and determine whether things are being done correctly, and contributes to the enhanced management of processes, tasks, and service requests.
The term ticket refers to potential issues, complaints, or queries customers submit to different teams, such as customer service, the sales department, or technical support. The goal is to nurture customer relationships through fast and efficient resolutions.
That being said, there are many solutions on the market today. While some help desk systems are limited to the specific process of dealing with customer issues, advanced solutions offer an additional support for employees. Here are a few modern examples to help you select a useful help desk technology that covers both fields:
- Bpm’online – There is a reason why this type of help desk system is first on our list. Bpm’online software is a two-in-one solution: a dynamic process-driven CRM and a potent help desk solution that improves productivity across multiple departments and boosts customer service operations. It’s an efficient and reliable help desk solution that includes a great 14-days free trial plan.
- Freshdesk – Similarly to bpm software, Freshdesk has many satisfied users and an excellent free trial advantage. It aims to support service agents by providing a wide range of tools for promoting collaboration, enhancing customer support, and building opportunities for better product promotions.
- ServiceDesk Plus – This kind of software is both a help desk and asset management system. It’s available for on-premise or on-demand application and offers an integrated package of tools such as contact management, asset tracking, trouble ticketing, self-service, and more at a reasonable price.
- LiveAgent – While the previous help desk solutions are meant for businesses of all sizes, LiveAgent is perfect for small businesses in particular. Among many software features, phone support, live chat, support portal, API, and social media integrations stand out the most. The best part is that you can also take advantage of the free trial before you make your final decision.
Help Desk Software Types
In order to get more familiar with your help desk options, it’s time to take a look at different types of help desk software. As usual, the help desk system can be hosted in the cloud or on-premise. However, their application differs, which is why it can be divided into five common types:
- Web Help Desk System: Also known as SaaS (software-as-a-service) system, web help desk is hosted on the supplier’s server. Users have different points of access (via vendor’s site, mobile app, desktop) and the system’s application includes technical support, system maintenance, upgrades, and data backup.
- Cloud-Based Solution: Like web help desk software, the cloud-based solution is hosted on remote servers and offer both basic ticket features and a more advanced service, including deep customization and integration capabilities. Additional benefits of help desk in the cloud are secure data backups and a low recurring monthly fee.
- Enterprise Help Desk: As the name suggests, this software is the ideal solution for large companies and their complex operations. Therefore, this is the most complex module that, among many other features, also includes service request fulfillment, survey management, IT asset management, and more.
- On-Premise Software: On-premise software is a licensed system located on a company’s premises. This implies that business owners must purchase a software license for installation on their servers. Although on-premise help desk offers more security regarding the company’s critical data, it also has a couple of disadvantages, such as scheduled upgrade costs and a full responsibility for system maintenance and data backup.
- Open Source Help Desk: Unlike solutions that require a user license and permission to access, this software allows users to access the source code. Thanks to this ability, developers are free to implement modifications, add features, and fix the bugs in the system. Additional advanced features and technical services are available for free or a small fee.
Selecting the right help desk software for your business might be overwhelming, especially if you are not familiar with technical details. Approach this process carefully by identifying the features your company needs the most. Look for advanced help desk tools that can take your business to another level and let enhanced customer experience drive your business success.