When business have an online presence where they not only sell products and services online, but they also deal with customers’ compliments and complaints on a daily basis, that business would surely benefit form using helpdesk software. This type of web based software has the ability to not only streamline the complaint process, but it can also increase the service department’s productivity in addition to allowing some clients to even help themselves with the addition of an interactive helpdesk or FAQ’s section on the website.
Customer service software is easy to install, use, and can increase the effectiveness of all employees exponentially. Typical support packages include ticketing abilities, live chat support, client profile, appointment setting and contact update support, workflow reporting, multiple email account management and more. With the help of helpdesk software, the service department will be able to handle about ten times the usual customer complaints and contacts, not to mention compliments as well.
A typical helpdesk solution can identify needy help tickets and route them to the proper support person. Additionally, users can pre determine certain messages that go out to clients requesting help when needed. For example, if a support person is on another call and no other help is available, that customer support person can program the system to display a message to the client requesting help letting him know he will be helped shortly.
Some solutions also offer customer support in the IT department. IT support and solutions can increase the customer support personnel in the IT department’s ability to help clients. With the ability to control software installations, hardware and network configurations, store the history of all help requests and even control inventory management for insider employee support, a complete helpdesk solution is more than simple customer service; helpdesk software it is a complete solution for all customer service and IT needs for any business with a computer system and clients.