Detailed Help Desk Feature Overview

hey everyone in today's video we'll be
talking about help desk software I'll be
explaining what it is why it's important
to utilize what kind of benefits it can
bring to your business and then I'll be
showing it to you in real time let's
start with the definition of a help desk
software the helping software is defined
as a software program that helps you
manage and track all customer queries
there are two main benefits associated
with utilizing a help desk software the
first one being efficiency because
everything is streamlined into wine
Universal inbox you have all the
information about your customers and
their queries at your fingertips the
second is the security of using a help
desk software because everything is
secure within one dashboard and all your
agents can access all the same
information there's no need to be
sharing login credentials when answering
customer queries let's talk about
benefits of utilizing it helped us
software for your business well the main
benefits are that your customer service
can improve by miles what this means is
because everything is streamlined and
available at your fingertips you will be
able to provide a more efficient service
to your customers
it will be faster more knowledgeable and
more personalized and this is exactly
the type of customer service that
customers want to receive in fact
according to Forbes 96 percent of
customers state that the customer
service level that they receive is a
deciding factor and whether they will
continue doing business with a brand in
fact Forbes states that companies that
focus on improving their customer
service and bring in five point seven
times more revenue than companies that
don't now that you know what a help this
software is and how using it will help
you improve your customer service and
benefit your company we can dive into
the tutorial let's get started I would
like to start with the ticketing so if
you click over here on the left hand
side on your tickets panel it will take
you to where all your tickets are stored
this is basically your Universal inbox
that is shared with all your colleagues
and here you will find all the tickets
that are coming from all different
communication channels so from social
media from live chat from emails and so
on and so forth
whenever you click on a ticket you will
be able to see a hybrid ticket stream of
the tickets list click on this ticket by
data once we click on it you will see if
we scroll up that this ticket started
with a chat initiated by Vyasa
she was on our website and she started
chatting with us and an agent answered
her by chatting back with her later on
bethis still had further questions
regarding her issue and therefore we
wrote her an email back so once we
answered the email the email got
assigned into the same hybrid ticket so
what this means or what a hybrid ticket
stream means is that basically whenever
a customer contacts you about the same
issue but through a different channel
the ticket will be registered with the
same ticket ID in the same ticket stream
so in that way you won't have to be
looking for multiple tickets from Beata
about the same issue because they will
all be in the same hybrid ticket stream
next let's talk about automation rules
automation rules allow you to automate
mewn gain tasks within your help desk
software in live agent you can create
three types of automation rules so the
first one being time rules
second SLA rules and three action
triggers let's talk about a time
triggered rule as an example so as you
can see over here Emily Rose contacted
us over two days ago both we launched we
can set up an automation rule that will
send out a generic email to Emily Rose
asking her about our level of service
three days after our interaction so it's
something that you don't have to worry
about and the system will do it by
itself and in this way you will get your
rating so now that I've went over how
the ticketing system works we can talk
about the reporting dashboard as well as
the analytics features if you want just
a quick overview of how you are doing or
how your teams are doing you can just
come in here into the home page where it
shows you how many tickets are open in
departments how many agency of online
the leaderboards as well as your own
personal stats but if you want greater
insights into how your team is doing and
want to see various reports that just
perform our reports agent reports ticket
history you can view everything right
here and you can create all different
kinds of reports to show your management
you can segment them by different time
frames such as by month week work weeks
days so on and so forth now that we've
talked about reporting and analytics
let's jump into gamification features
which can be found right over here so
what are gamification features well it's
basically a feature that makes the whole
customer support
a kind of fun game it promotes healthy
competition amongst agents and and
increases productivity so if you click
here on the leader board
then you click badges which I already
have selected you can see the badges
that agents can earn over time such as
bad ahead Speedy Gonzales John has
chatty and Laura has inspector and all
these badges mean different things and
so the more time that your agents spent
online answering customer queries the
more badges and levels they earn and the
more interesting it gets and basically
you can just avoid these agents these
badges and then actually follow up with
some material gifts if you want to
improve their productivity and keep them
going next let's talk about live chat
live shot is a great feature that all
helped this software should have built
in live talk basically enables you to
convert website visitors into customers
in seconds what you want to do is have a
live chat button on your website so that
if a customer has any questions about
your products you can answer them
immediately before they have a chance to
head over to the competition so if you
want to look at all the live chat
features that we have and that you can
utilize there are tons and you can head
on right over here into your chats panel
as you can see I don't have any online
visitors right now but that is something
that you can track and you can also see
how many chats are happening right now
and how many people are waiting in queue
to chat and how many available agents
you have if you click here on the online
visitors what would show up normally
would be a map a Geo map and you would
see who's chatting with who where and
can also see other things such as chat
availability agent availability SLA
compliance and SLA logs what you can
also do is create chapman's such a next
one that we have right here you can edit
them and you can create more and just
utilize them however you like on
different parts of your site's other
great features that we have inside live
chat is that you can utilize free chat
forms which I can show you right here
free chat forum so that basically looks
like this and it allows users to provide
you with information before they start
chatting with you such as their name and
email address you can also utilize
offline forms or offline buttons so this
means that if it's after your business
hours and a customer wants to chat to
you they can send you the message
in the form of a live chat but it will
be received your live agent dashboard as
an email please head on over to our
YouTube to view our live chat video
which explains everything and I go
through all the features that you can
utilize next let's head on over to our
built in call center which is another
great feature that all great help desk
software should have so now let's head
on over to our call center section of
the help desk software so if we click on
the panel right over here that's where
we would be so if you click on the
dashboard right here and if I had any
active calls going on right now it would
tell me who is calling me from what
number and who is that answering these
calls but since this is a demo account
there's nothing really in here but if I
click over here on my calls history for
example it'll show me all the calls that
I've had with different kinds of numbers
on the sim account how long they took
and who took the calls from my agents I
can also see other reports such as call
availability by agents agent
availability as well as SLA compliance
and other kinds of reports another great
feature of this is that we can create
video chats from calls with customers so
let's say I'm just calling with a
customer and maybe I don't know for some
reason they would want to see me I can
turn it into a video chat so other
benefits of using our live agent help
the software is that we integrated with
over 99% of VoIP providers out there so
we're really integrated with mostly
everyone out there so whoever you're
using you'll probably be able to use
them inside live agent and we also allow
you to create complex IV arteries so for
those who aren't familiar with what IV
arteries are it's basically when you're
talking or calling some company and
before you get to talk to an agent use
your robotic voice that tells you for
sales press 1 that's basically what you
can create these kinds of trees that
direct your callers to the appropriate
department when they're calling alright
guys now that we went over the built in
call center the last feature that every
great help desk software should have is
a customer portal or knowledgebase
builder which can be found right over
here in this panel once you click it you
can see that we have two active
knowledge bases so I'm going to click
this one because it has more
articles in it and as you can see this
is what it looks like it is fully
customizable so you can make it match
these or accompany style your colors
your logo with whatever you want and
however you want it to look like so
basically what you can do in these
knowledge bases is create forums create
how to articles FA cues and even
suggestion boxes where customers can
write suggestions for what they want
from you in the future and so on and so
forth so again these are fully
customizable and you can create internal
and external knowledge bases so you can
also create knowledge bases for your
agents only so they can have maybe best
practices or onboarding documents there
and external documents for your
customers that can help them utilize
self-service alright guys so now you
know what helped us software is you know
why it's important to utilize and you've
seen how it works in real time I'm
hoping this was helpful to you and if
you have any additional questions please
head on over to our knowledgebase or
YouTube channel where you can see
additional videos and articles Thanks
have a good one