Any business that has customers needs to be able to offer some level of customer support. Sooner or later, clients run into unforeseen issues, develop questions, or feel the need to contact a business for some other reason. When they do, it becomes the responsibility of the customer support desk to ensure that those customers have a positive experience. Customers today expect service on their own terms: whenever they need it, in whichever digital channel they inhabit.

What is Help Desk Software?

Customers today expect service on their own terms: whenever they need it, in whichever digital channel they inhabit.

To help facilitate this, a category of software tool known as help desk software has been developed. Help desk software consists of a number of different programmes, each designed to work in conjunction, to assist the help desk to be able to quickly receive, process, and respond to customers (regardless of the medium of contact), and to serve as a central hub for everyone involved.

Best Help Desk Software Features

But while almost every business may have a need for help desk software, not every help desk software is the same. Finding the best help desk software for your organisation’s needs means understanding the specific features that make help desk software valuable. Here are five of the most vital help desk features that your software solution should offer:

  1. Quick Implementation and Support.
    As far as your customers are concerned, your help desk software serves as the face of your organisation. That means that should it operate too slowly, or require too much IT support, these issues will reflect badly on your business as a whole. On the other hand, help desk software that can be implemented quickly and easily results in a more efficient use of the IT Department's time, and helps to give your client confidence in your company.
  2. Quick Access to Statistics and Metrics.
    Help desk exists to provide quick assistance to customers. At the same time, it also exists to provide your business with actionable data and analytics. The best help desk software will provide valuable information on the customers that contact your company, the issues they are facing, and the manner in which those issues are resolved. Built-in reporting tools will compile and display this information visually, so that you won’t have to dig through indecipherably complex numbers just to understand your results.
  3. Advanced Ticket Management and Tracking.
    While responding to services or technical issues requirement, the foundation of any help desk system should showcase efficient management and tracking of tickets. The best help desk software is able to keep track of many different tickets at once, and to be able to effectively identify and direct those tickets so that they can be resolved quickly and to the satisfaction of the client.
  4. User-friendly Interface.
    Clients can lack patience when it comes to navigating a help desk portal. As such, businesses should not only aim to address and track user-reported incidents quickly, but also make sure that each time a customer makes an incident report, they do so through the convenience of a modern, easy-to-use interface. Also, Service Desk software that provides a highly friendly UI also benefits organisations themselves. After all, help desk isn’t only for clients, and the easier it is for employees to use a system, the happier everyone involved will be.
  5. Foundation in Industry Best Practices.
    Giving service agents the right tools goes a long way toward helping them feel empowered, and high-performing teams embrace technology. The best help desk software is the one that takes advantage of industry best practises, so that those who use it know that they can rely on it, no matter what may occur. This means adopting a software based on ITIL or a similar framework, which can assist in taking the guesswork out by putting together an optimised customer support process for the organisation. Apart from not forcing users to ‘reinvent the wheel,’ established standards help in getting the most out of the investment in the shortest period.

Giving service agents the right tools goes a long way toward helping them feel empowered, and high-performing teams embrace technology.

Giving service agents the right tools goes a long way toward helping them feel empowered, and high-performing teams embrace technology.

Additional benefits of Help Desk Software

In addition to the above features, helps desk should be able to perform a number of other tasks to assist your customers and your employees. Here are several additional benefits of help desk software:

  • Performing Surveys on Client Satisfaction on a Regular Basis
  • Determining Client's Satisfaction Frequency
  • Implementing Web-Based Knowledge Tools
  • Assigning security levels to knowledge records
  • Utilising User Rating Score Data

Finding the Right Solution for Your Organisation

While there are a number of advanced help desk softwares available, there isn’t a lot of room for error when it comes to selecting the right one for your organisation. As such, you’ll want to research help desk and asset management software reviews. These reviews will help you get a feel for which help desk software can provide your organisation and your customers with the best possible support. If your organisation has customers, then it has a need for help desk software. Take the time to find the one that will work best for you, and you’ll enjoy the success that comes from satisfied customers.