According to the Cambridge dictionary, the Help desk description follows as; “Help desk is a service that provides information and helps people, especially those using a computer network.”
What is a help desk software and what does it actually do?
Help desk software is a computer program. It is used by businesses to keep track of customer requests and service issues. It basically catches all incoming communication from customers and stores it in a single place. Thus, creating easy, quick, and more efficient management. This means that multiple inquiries (Calls, Emails, Chats) about the same issue are recorded as ‘tickets’. Moreover, linked together, and usually assigned to the same support agent or team working on it.
Help desk software is part of a broader category called the service desk. It includes IT service management and asset management. These two terms are very often used interchangeably. However, the help desk description specifically refers to the system that addresses customer queries. This is only a portion of what a service desk offers.
The history of help desk systems dates back to the 20th century when businesses started using equipment like; typewriters, dictation machines, telephones, and dumb terminals with access to a mainframe computer to address customer issues. Mainframe help desk software relied on physical issue submission. Issues were submitted either by paper forms or by phone to help desk agents. They would then type those issues into a terminal. The tech staff would then provide a resolution and the agents would communicate it to customers via phone or paper.
The actual introduction of the first help desk systems began in the 1990s when the internet became publicly available. Desktop computers, email, and live chat brought significant improvements and advancements to help desk software tools. Customers could communicate their issues by email, bypassing paper forms that allowed both; customers and companies to save a lot of time that was previously wasted on phone calls.
In the 2000s, companies started to use help desk software widely. The internet and networked systems made help desk software more interactive and participatory for customers. Thus, enabling them to submit and track their issues more easily. Lotus Notes was one of the first help desk systems. It allowed end-users to track their own support tickets, add information, and search for resolutions on their own.
Today’s consumers typically use a variety of channels to connect with brands. Moreover, they increasingly demand a seamless omnichannel experience across all of these channels. If they start a conversation on email but then decide to switch to Live chat; they expect you to connect the conversations and continue interaction without repetition.
Microsoft’s survey revealed that 59% of consumers have used three or more channels to get their questions answered. However, many businesses are still unable to transform those multiple touchpoints into a consistent, frictionless, and unified service experience. That is where a help desk software comes in place. Regardless of the resolution path, it helps customers to experience a smooth and effortless transition between support channels and interactions.
With the right help desk software training and proper management; the tool can help you enhance your overall customer service strategy and deliver the level of service your customers expect. Here are some of the major help desk software benefits:
As customers use all kinds of channels to reach out to companies; keeping all customer communication in one place helps your support agents understand the issues better and handle tickets faster.
Agents can answer all of these channels from a single interface so, they don’t have to switch between various tools. Agents can also easily access the history of past interactions with any customer. Therefore, having the context of previous conversations right at hand enables them to provide not only faster but also more personalized responses.
Self-service is becoming the preferred support channel for a growing number of consumers. In fact, research shows that 90% of global consumers expect brands and organizations to offer an online portal for self-service. A solid help desk software will offer integrated self-service offerings (Knowledge Base, FAQs, Customer community Forum). Using a help desk tool businesses can leverage self-service to empower their customers to find answers and resolve issues on their own without requiring any interaction with a company representative.
A study by SuperOffice found that 62% of companies do not respond to customer service emails, while the average response time to handle a service request is over 12 hours. With help desk software all customer issues are tickets that agents respond to in a timely manner, with no tickets left unattended, forgotten, or lost. The agents can also categorize tickets by priority or escalate them to higher-level team members to ensure urgent issues are resolved immediately. That results in shorter wait times for consumers, more accurate answers, better first contact resolution, and, ultimately, increased customer satisfaction.
Help desk software allows automating many tasks, processes, and workflows such as ticket categorization and prioritization, ticket distribution, ticket status management, alerts and notifications, and so on. With well-defined processes and workflows, the help desk tool helps to eliminate redundant tasks and boost the efficiency and productivity of customer support reps. Besides, using the knowledge base as an internal resource, the agents can quickly and easily access a repository of information and resolve issues more effectively. Help desk software also fosters collaboration between the teams empowering them to support customers better together.
Are you currently searching for a help desk job? Perhaps, you would like to see what companies are searching for. Let us give you a brief help desk job description.
The main purpose is to assist the customer with their inquiries. These are mainly technically oriented, thus helping with troubleshooting regarding any computer system. That’s a basic help desk job description.
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