A help desk ticketing system helps businesses deliver exceptional customer service. It reduces FRTs to zero, never misses a query or complaint, and offers proactive resolution 24/7. Thanks to these benefits, a help desk ticketing software increases both your acquisition and retention rates.
If you're looking to upgrade your help desk ticketing software, or want to invest in one now, here's what you should keep an eye on:
Best Features in Help Desk Ticketing SoftwareSeven must-have features of a help-desk software:
- There are four types of help desk software:
- On-prem: Where the servers are on premises for enhanced data security.
- Cloud-base: Here, servers are on-cloud managed by the vendors.
- Open-source: Here, your developers can use freely available source codes and modify them to your needs.
- Enterprise: For large organizations, advanced features, and discounted price.
Out of all the mentioned types, a cloud-based help desk software is chosen by almost all businesses as it offers great value in terms of effectiveness, ease of use, features, cost-effectiveness, scalability, and security.
Some businesses opt for a on-prem help desk system stating security concerns, however a cloud-based software also offers robust security. Here’s an additional read to help you if you’re confused between the two.
Complex UI in a help desk software requires more training hours and can also irritate users. A help desk software that is easier to use will also allow better request processing, more customization, and better organization of your IT workflows.
With an exponential increase in hyper-connected smart devices, people are now connected more than ever — giving them the freedom to interact with businesses while on the go. This calls for having an IT ticketing system that allows visitors and customers to reach out to you from more than one touchpoint across devices and channels.
Aberdeen Group states that companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.
Efficient Ticket Routing
Cloud-based and open-source help desk software offers the best scalability to your business. Majorly, businesses have shifting demands when it comes to software usage. Suppose you are aware that your business might have more people coming on board, or the team is going to get leaner. In that case, having scalability in your helpdesk software can help you drive more savings – as you only pay for what you use.
Here are some examples of different categories of tools you should be able to integrate with your help desk software:
- CRM: Zoho, Salesforce, Hubspot
- Analytics: Tableau
- Internal Communication: Slack
- Live Chat: Zendesk Chat
- Chatbots: Acquire
- Project Management: MIcrosoft Visual Studio (TFS)
- Issue Bug Tracking: Jira
Metrics and Reporting
A helpdesk software can help you gain insights on important customer service metrics like Customer Satisfaction Score, Net Promoter Score, Customer Effort Score, Number of tickets raised, FAQs, etc.