Common help desk software features
Help desk software includes a ticket management system where customer’s queries are; logged, organized, and queued for fast and efficient resolution. A ticket is a communication thread between a company and a customer. Help desk tickets store all incoming customer communication (emails, phone calls, live chats, social media messages); as well as internal agents’ notes and other data related to a single customer issue. Support agents can view the full history of every interaction which enables them to provide quicker and more personalized responses.
Help desk automation
When a ticket is submitted, it needs to be routed to the appropriate department or person. While this can be done manually, it can result in response delays or important issues being left unattended. Help desk automation capabilities ensure support agents can; effectively process a large volume of customer requests without compromising on quality and speed of resolution. You can usually automate ticket distribution, assignments, and prioritization based on your configured parameters. Such as ticket source, subject, ticket category, and other possible conditions. Automation generally ensures that tickets are routed to the right agents and helps to optimize their workload and improve productivity.
Social media support
Many help desk software vendors offer integration with the most popular social media platforms – Facebook and Twitter. With social media channel integration, support agents can; view, monitor, and manage customer interactions via Facebook and Twitter right from the help desk interface. Whenever new messages, posts, or comments appear on Facebook, the agents get automatically notified and can answer when needed. Similarly, when new messages or tweets mention your brand on Twitter; the agents will see them as tickets and can respond whenever needed.
An SLA (Service-Level Agreement) is a commitment between a service provider and a customer. It defines the level of service expected from a vendor; in terms of time to first response or time to issue resolution. Incorporating SLAs into your help desk process guarantees your agents always deliver service targets. Thus, customers are never left waiting for too long to get a response. Moreover, it helps to maintain accountability among your support team; as managers can easily identify low performing agents who are breaking SLAs and take measures for their improvement.
Built-in telephone integration is one of the key features offered by almost any help desk software provider. It literally means that you can set up a fully functional call center. Therefore, support your customers over the phone right from within your help desk tool. Voice integration capabilities will usually allow customers to make either phone calls or PC to PC calls. How? By clicking a phone button or a widget on a website. Phone calls are recorded creating a help desk ticket or are attached to an existing one. Some tools also offer IVR (Interactive Voice Response) options to ensure customer calls are routed to the right departments/agents.
Reporting and analytics
Every solid help desk software system will have robust reporting features. These allow you to get actionable insights into your support team’s performance, channel usage, and customer satisfaction ratings. Comprehensive analytics reports that are typically displayed in the form of visual graphs and charts. It can show, for example; how exactly your support agents are performing in the given time period. Usually by the number of solved emails, opened chats, average response time, etc. That allows you to keep track of who is the most productive and successful in your team.
Today’s consumers have become highly self-reliant. When it comes to customer service, they prefer searching for answers and resolving issues on their own. Thus, self-service appears to be one of the most important features of help desk software. That may include a complete customer portal with a range of self-service options. For instance, Knowledge Base, FAQs, Customer community forum and Feedback boards; or only some of those options. It enables customers to find answers to simple problems without involving direct interaction with a company’s rep. In addition, saving time of your support agents who can focus on more important issues instead.
Integrated community forum functionality in help desk software is a logical extension of its self-service capabilities. It provides customers with a platform where they can search for helpful information shared by other users. Such as tips, use cases, best practices, personal experiences of using a company’s products, etc. Moreover, they are able to engage and collaborate with them on topics of mutual interests. As forum entries are automatically transformed into tickets; support agents can easily monitor these customer interactions and participate when appropriate or necessary.
Live chat support
Live chat is becoming increasingly common as a customer support channel. It is highly valued by consumers. It allows them to get answers to their questions immediately with no need to search for information on their own. That is why the majority of help desk software vendors offer live chat support. Not only does it enable agents to provide real-time help to customers. By enabling proactive chat invitations, they can target visitors browsing specific pages of your website. Such as product or checkout pages. Thus, with custom messages and offering timely assistance, you can build credibility with prospects and increase conversions.
Advanced help desk software features
- Integrated CRM features or a seamless CRM integration with third-party systems.
- Built-in security features such as GDPR or HIPAA compliance, IP restrictions, etc.
- Flexible customization capabilities to adapt to your business workflow and retain brand identity.
- Multilingual support and customizable translations.
- Native mobile apps for major platforms to support customers on the go.
- Gamification of help desk processes to improve agent engagement and performance.
- Ability to build custom apps to extend help desk software functionality.
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Frequently asked questions
Why should you have self-service?
Today’s consumers have become highly self-reliant. When it comes to customer service, they prefer searching for answers and resolving issues on their own. Thus, self-service appears to be one of the most important features of help desk software.
"How do you analyze the performance of your customer support agents?
Every solid help desk software system will have robust reporting features. These allow you to get actionable insights into your support team’s performance, channel usage, and customer satisfaction ratings.
Why should you utilize help desk automation?
Automation generally ensures that tickets are routed to the right agents. Moreover, it helps to optimize their workload and improve productivity.
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Help Desk Description (+Key Benefits) | LiveAgent
Help desk is a service that provides technical assistance to customers. Help desk software automates, reports and keeps track of customer service issues. It integrates all customer requests and communication, making it an efficient management tool. A help desk agent needs good communication skills, computer skills, and proficiency in modern technology. With the right software, faster and more personalized responses can be delivered, while self-service options empower customers to resolve issues independently. The history of help desk software dates back to the 20th century. Reliable help desk software can improve support agent efficiency and increase customer satisfaction.
Help desk usage - LiveAgent
The use of help desk software is on the rise, with businesses utilizing it for SLA management, customer data storage, and self-service portals containing knowledge bases. Customers prefer self-service options and are more likely to attempt to solve problems independently before reaching out to support representatives. More than 91% of customers surveyed would use an online knowledge base tailored to their needs. If unable to find answers in a knowledge base, customers turn to other channels such as contacting a call center.
Helpdesk Support (Explained)
Helpdesk support is a critical component of customer service that involves fixing and resolving customer problems through various channels like chat tools. It has four levels of support, ranging from basic knowledge to expert level. Customer service help desk software like LiveAgent can help provide an exceptional customer experience. Having helpdesk support can improve customer satisfaction, but it's only necessary for companies that provide technical support.