7 features every small business help desk software should have
Quality customer service plays a huge role in the conservation of customers for any business. But in addition to the right team, you also need the right tools to help you manage each customer request.
This includes obtaining the best assistance software that will centralize all your customer communication and will serve as a single window platform for all types of complaints and their resolution.
However, small businesses can have several operational and financial constraints, which is why the choice of assistance software can be difficult.
To help you, this simple guide lists all the important features that you must look for when purchasing assistance service software.
1. Multichannel support
Helpdesk software should offer a multi-channel support, which means that you should be able to integrate various communication modes, such as live cat, emails, calls and web forms, to collect support requests.
If the customer is confronted with a simple problem, it is preferable to lead them to a self-assistance portal and a web knowledge base instead of an agent. This will be beneficial for both parties, because the customer will obtain a faster correction and your team can prioritize other pressing complaints.
Therefore, it is recommended to choose a good help software, which includes an in -depth knowledge of troubleshooting where the customer can consult help items, tutorials and FAQs.
2. Project management
The most important aspect of any assistance software is a ticketing tool that can help you effectively manage customer service requests.
When a user files a complaint via one of the communication channels you have offered, he should be filed in the ticket office software and sent to an agent immediately.
Any communication concerning the ticket, whether with another agent or with the customer, must be stored in the same place.
You should also be able to add various tags to the tickets, depending on their priority and their type of request. In addition, the assistance software should also allow you to automatically assign these tickets to the agents according to these beacons.
Helpdesk software should allow you to automate certain parts of the customer satisfaction procedure so that you can focus more on productive and priority problems. Make sure that the software you choose offers workflow automation tools.
In this way, you can automate the responses to certain simple requests. You can even configure a chatbot that will send these automated responses to your customer.
Likewise, you can automatically update the labels to help the customer follow the progress of their requests. Let’s say that once an agent sees a ticket, you can display the “displayed” tag, and when it starts to work there, you can display the “Work on it” tag.
With the right tool, you may have unlimited automation, such as automatic recognition emails, reminders, follow-ups, etc.
Only repairing a complaint is not enough – your customers deserve a fluid user experience, which requires repairing the root of the problem. To do this, you will need a tool that can give you a detailed overview of the complaints you receive.
For example, it should be able to tell you what type of users is confronted with the most problems or what type of problems occurs more often than others.
Ideally, this should also help you follow the performance of your agents, such as the time they take to solve every problem and the satisfaction of your customers with their solutions.
These figures can help you make critical decisions in hiring, personnel management and product management.
5. Centralized communication for better efficiency
The most important thing in customer service is a clear communication, and for that, you need a centralized communication platform so that your customer reaches email, cat or a form on your website, he finds himself in the same reception box, reducing the chances of poor communication, missed communication or errors.
In addition, centralized communication also guarantees that anyone can check the history of a ticket in a few clicks. Imagine that a new agent is assigned to a certain ticket. If you have a central communication platform, you will not have to inform them – they can simply scroll and see what has been discussed so far.
Finally, customer satisfaction ratings will also increase, because your customers will not have to repeat themselves whenever a new agent is assigned to his raised ticket.
6. third -party integrations
The assistance software should be able to integrate in a transparent manner with other tools used by your company. For example, you can connect assistance software to a CRM tool like Trello or Monday, where each ticket is assigned to an agent on a Kanban card.
Likewise, you must be able to integrate your messaging software to hold all the parties involved informed of the status of the ticket. For advanced analyzes and drilled reports, you must have the power to connect various commercial information tools to Help Desk software.
7. Cost
The cost is a significant consideration with regard to small businesses, because they generally do not have a huge budget to invest in a fully featured assistance solution. This is why it is best to decide first of all that you can spend, then search for the best tool in this given constraint.
You can expect excellent assistance software between $ 20 and $ 100 per month. We also suggest taking advantage of the free trial (and the setback warranty) offered by these platforms to check if this is suitable for your needs before engaging in a paid plan.
Faq
1. What is assistance software?
Helpdesk software is a tool that acts as a central management system to manage all customer problems and complaints. It generally includes a ticket office that manages service requests submitted by a customer, reporting tools, self-assistance portals, knowledge bases and communication tools for team interaction and customers.
2. What is the difference between assistance software and ticketing software?
A ticketing tool is a very specific feature in the assistance software. His work is to help manage the service requests filed by the Customer and the internal teams and to maintain the user aware of his progress.
The Help Desk software, on the other hand, serves a much wider goal. In addition to ticketing software, it also includes self-assistance portals, knowledge bases, multichannel management, communication tools and advanced reports to focus on customer satisfaction in its entirety.
3. What features should assistance software have?
The most important features of the assistance software include a ticketing tool, a self-assistance portal and various communication channels. Automations, advanced reports and robust safety are other crucial features to look for, depending on your needs.
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