Why Help Desk Software Reviews are Serving up a Better Customer Experience

In a free market economy, there is one main thing that determines the success or failure of a product or service: the consumer. If a product doesn’t generate customer interest or provide client solutions, there will be no audience for it, thus no demand, and the company will will ultimately fail. On the bright side, this provides incentives for businesses to focus their energies on creating superior offerings, as anything less may well drive away their potential customers.

Furthermore, in the internet age, the consumer is louder and more empowered than ever. If a customer does not like something, it goes beyond losing just one customer. They no longer keep their experiences to themselves or a few friends; customers can now easily post reviews online for anyone to see, and both positive and negative reviews can receive a much larger audience than was previously possible.

Help desk software is no exception to this customer-driven environment. Customer service is swiftly becoming one of the greatest factors in deciding between companies, and 89% of all businesses believe it will be the main brand differentiator by 2018. This makes businesses more eager than ever to secure the best help desk software, and reviews are increasingly decisive in helping them to do so.

When every customer service manager has instant access to online reviews, or a help desk software features comparison table, software providers also have more incentive to innovate. As a result, help desk software reviews also help providers in developing new advanced software that will outperform the competition.

According to one survey, 97% of global customers cite customer service as important in their brand choice and loyalty. Basically, if one brand cannot provide them with the level of customer service that they expect, it won’t be long until they consider switching to a competitor. In fact, 73% of consumers are likely to switch brands if a company provides inconsistent levels of service across departments. Modern help desk software has provided the means to give customers exactly what they are looking for — if you use the right solution. Here are just a few examples of modern customer service expectations from consumers:

Self service.

Studies have shown that 72% of people think that self service is a fast and easy way to handle support issues, and 91% of customers surveyed would use an online support center if it were available and tailored to their needs. In order to be an effective customer service solution, self service is a must. Moreover, as digital communication technology gives businesses the ability to operate across borders, multilingual self-service options are becoming essential.

Mobile capabilities.

According to the Salesforce State of the Connected Customer report, 88% of consumers now own a smartphone for personal use. A further 57% rate companies providing an easy-to-use mobile experience as either absolutely critical or very important. Help desk software that functions effectively on desktop computers is no longer enough. Now, with so many clients preferring mobile connectivity, those businesses that optimise their help desk solutions for mobile devices are seeing a definite advantage over their competition.

Quick resolution.

Over 77% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service. Help desk software with case management and ticketing systems improve data organisations and accessibility, meaning more direct solutions, and much quicker resolutions.

Social media customer service.

Social media now accounts for a third of all time spent online, and customers are increasingly likely to seek out brands on social networks. Subsequently, customers now expect customer support to extend to social media, making it an indispensable feature of modern helpdesk software.

So how does a customer service manager turn their company into a brand that can provide their audience all of these things and more? There are certain features that have changed the help desk game so significantly, that they have become essential for any top performing customer support solution. Here are a few of the most important characteristics of the best help desk software:

• It has all the right tools

  The best modern help desk solutions have an array of useful tools, and each business must  find the industry-specific tool set that works for them. However, some of the most important  are case management or a ticketing system, and a self service portal.

• It is cloud hosted.

  Cloud hosted solutions allow for easy access from employees across the board, and the best help desk solutions currently on the market work out of the box. They are also generally more secure. These are just a couple of the reasons why hosted help desk software reviews are generally more positive than alternatives.

• It can be fully integrated.

  Large businesses often have a number of programs and devices that they work with on a regular basis, so new software that does not fully integrate with current systems can cause unnecessary disruption. Full integration is a must.  

• It has good usability and ready support.

  60% of business buyers and 43% of consumers say it’s very important to receive in- app mobile support from the companies they do business with. One of the main benefits of using hosted software is the ability to troubleshoot with an expert, so quick and effective support is important in looking for a help desk software provider.

• It is cost effective.

  None of this matters if it is not actively boosting the bottom line. Businesses of every size need to weigh up their help desk software options, and make sure that they pick a solution that will make sense financially. Some solutions offer free trials as well as various package options, so don’t be afraid to shop around and test out different options.

One help desk solution that has all of the above features and more is Salesforce Desk. Using this out of the box application — customisable to fit any business — in conjunction with other Salesforce solutions provides the means for any business to achieve a full 360-degree view of each customer, and help them each accordingly.

For modern business, the internet has been both a blessing and a curse, and any company will testify to the fact that online reviews are certainly a mixed bag. However, one major positive impact from online customer activity and discussion is the way that it has helped to encourage a competitive, improving marketplace. Whether it is the response that businesses receive from customers or the feedback that help desk software providers receive from businesses, these opinions have resulted in some of the most effective customer service solutions possible — and now customers can have a better customer experience each time they interact with a company that makes use of them.