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Help desk usage

Help desk software is primarily used for streamlining all communications into a single unified inbox. However, it can also be used to manage and monitor SLAs (77% of support desks have formal service level agreements), store customer data, and create customer portals.

Customer portals are self-service hubs that contain knowledge bases filled with articles, forums, and FAQs that answer common customer inquiries. Self-service portals are one of the most sought-after help desk features because they enable businesses to provide 24/7 support.

According to Harvard Business Review, more than 81% of customers attempt to solve problems independently before reaching out to customer support representatives because it takes less effort and time. As such, more than 91% of survey respondents say they would use an online knowledge base if it were available and tailored to their needs.

If customers don’t find the answers they need in a knowledge base, they turn to other channels. According to a survey, 40% of customers contact a call center after failing to find answers with self-service.

#SLAPrevalence
#ServiceLevelAgreement

77%

of support desks have formal service level agreements (SLAs). SDI
Meditator graf standing woman

#KnowledgeBases

91%

of survey respondents say they would use an online knowledge base if it were available and tailored to their needs.

ZenDesk

#CustomersPrefer

81%

of all customers attempt to solve problems independently before reaching out to support reps.

Harvard Business Review

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#CallCenter

40%

of customers contact a call center after they have first looked for answers to their questions via self-service.

ZenDesk

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