Support & Helpdesk Software

No matter the size and nature of a business, the right SaaS helpdesk solution helps improve customer service in many ways. For instance, some software products for support & helpdesk purposes enable you to escalate issues to the right person to provide better service. Some products come with the ‘knowledge base’ feature that lets you identify common customer queries, so you can create guide articles for customers to find answers to their queries themselves. Support & helpdesk software usually offers multi channel support, automated ticket management, reports and analysis on client satisfaction, and a dashboard that lets you view important customer data at once.  Read the full software guide...


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What is Support & Helpdesk Software?

Support & Helpdesk software helps businesses manage, monitor and respond to customer queries and service requests in a more organized way. Products in this category usually have an automated ticket management system and a knowledge base that lets users find answers to certain queries and resolve certain problems themselves without having to contact the helpdesk.

The ticket management system enables agents to generate support tickets, set priorities, track ticket status, close a ticket and mark it as resolved. If required, they can re-open a ticket or escalate the issue to a specialist.

The knowledge base is a repository of guide articles, FAQs, descriptions of previously resolved problems, often made available through a self-service portal. Most knowledge bases come with advanced search and autosuggest features.

Support and helpdesk software systems will allow your support team to provide quality solutions to both technical and functional issues by giving them the tools and capabilities they need, such as on-point ticket tracking, comprehensive IT management and robust service desk features. All these elements are integrated into a single cohesive platform to improve efficiency and productivity.

In addition to giving your support team the ability to track and address any potential customer issue in the most efficient way possible, the system is also capable of delivering the core functions necessary to ensure the effectiveness of your customer service efforts.

For instance, most helpdesk software systems have the capacity to maintain records of customer engagements, conversations, messages, emails, transactions and other important customer data.

The goal of using support and helpdesk software is to improve the overall customer experience and ensuring that the end-user gets the proper support they need in order to maximize their experience with your brand. When customers experience your product and your brand in a positive light, higher customer satisfaction is sure to follow.

More advanced products feature analytics and reporting capability, multi-channel support, mobile support and remote control capability.

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How To Choose Support & Helpdesk Software

Help desk solutions differ when it comes to features, functionality and capabilities. The software serves as a hub for employees, customers where they can submit support tickets, report bugs and other issues as well as ask questions about your product. They can do all this by using their mobile device, via email, live chat, social media or through a phone call.

Support and helpdesk solutions are often better than conventional troubleshooting platforms as they provide users with smart solutions for automating ticket management and other key processes. This includes having auto-assign features, which allows for the proper distribution of support tickets to the appropriate agent based on the skill or knowledge required.

Most systems also allow you to set predetermined actions that can be auto-prescribed for basic or recurring customer problems.

Furthermore, the majority of help desk solutions nowadays offer various forms of self-service resources for internal and external users. This is designed to help reduce the time and energy your technicians and support agents have to spend troubleshooting issues that can easily be resolved through a self-service desk feature.

Reporting and analytics features have both become staples in customer support and helpdesk platforms. They provide users with valuable insights into your ticket management and customer service efforts, including the average time in which your support staff spends on resolving issues, past and current trends in support tickets, as well as customer satisfaction and sentiments.

Core features and capabilities to consider

Apart from automation and self-service capabilities, there are other features you need to consider when choosing the right support and helpdesk software for your business. Among them is knowledge management. You want a helpdesk solution that offers a knowledge management system.

Commonly referred to as a knowledge base, this will serve as your central repository of all information regarding the most common questions, issues and concerns your customers might face as they experience your product and/or service.

Your knowledge base can be set up so that it’s available publicly via a self-service portal that end-users/customers can visit anytime using their personal computer or a mobile device. On the other hand, the system may also be configured so it can only be accessed internally. This means only your support staff, technicians and service reps will have access to the repository.

To enhance the ease-of-use of the knowledge management system, most support and help desk solutions in the market are equipped with advanced search tools to help users find what they’re looking for in record time. Whether your knowledge base is available externally or internally, the advanced search tool it comes with will ensure a quick and efficient search process.

Another aspect you need to look at when choosing your support and helpdesk software is mobile optimization. In today’s market, the majority of software products available are mobile-optimized and the platform you choose to have this as standard.

The help desk software solution should come with tablet, smartphone and web application versions. This means users should be able to easily use the service desk and all of its features without any issue, whether they’re using their web browser or a mobile device.

The software should also include integrations with third-party applications such as CRM, project management and accounting tools to help businesses successfully manage their support team.

Another thing to consider is whether the software has advanced analytics and reporting tools. Some products allow you to monitor and analyze performance based on metrics, such as ticket resolution time and customer feedback. Other important considerations include ease of use and integration capability.


Types Of Support & Helpdesk Software

Support and helpdesk software is a platform used by various companies not just for customer support, but also for IT asset management and support. This kind of software solution allows support teams and agents to track, prioritize and properly address more support tickets.

The solution can be deployed through two different methods, cloud-based SaaS or on-premise deployment.

Software that is deployed on-premise is installed in an in-house or physical server. Users will need to have a license for the software. This type of platform will have users take care of management-related stuff including security. In addition, there has to be an on-call or standby technical team available. As such, it can be quite expensive.

Although users can self-host data on the company’s servers, this can be a bit of a challenge because deployment and maintenance can be a bit complicated. The biggest advantage for on-premise customer experience software is security. It is more secure than cloud-based solutions as the software is managed in-house.

Solutions that use the SaaS or Software as a Service model are more popular with businesses because of the convenience they offer. This type of structure is ideal for all types and sizes of businesses from many different industries as it offers better flexibility in the deployment process. Cloud-based customer experience software also offers more convenience, especially for users who use mobile devices.

Support and helpdesk software solutions can be used to address issues and concerns of your company’s internal or external customers. Some products are designed to serve both, while others only cater to either internal or external clients.

IT helpdesk software (Internal)

This type of customer support software is tailored to support your employees or internal customers. This is typically used by IT teams to deliver the proper technical support needed by the organization’s entire staff. If any of your employees, for example, come across a computer issue, a bug in the program they’re using or if they simply need help navigating the company network then the internal helpdesk can provide assistance.

IT teams can work swiftly to address those issues and concerns using the tools and features provided by the help desk software.

IT help desk solutions can be used to streamline the issue tracking and resolution process, as well as improve business operations by making sure more serious issues are being prioritized by the support team. It also ensures that incoming tickets are reduced or minimized through the availability and easy access to a self-service knowledge base.

HR helpdesk software (Internal)

Just like IT helpdesk software, this type of system also caters to internal customers/employees, although it focuses more on improving collaboration between the HR department staff members and the rest of the workforce. HR team members can leverage various features and tools of the helpdesk software to reduce or eliminate data stagnation as well as make sure teams are performing their administrative functions in the most efficient way possible.

For instance, if you want to promote better conversations and collaboration between your HR department and your employees, your help desk software can serve as a platform that allows a healthy exchange of information between teams, questions can be asked back and forth, employees may leverage the software to submit requests to the HR team and it can also be used to provide useful feedback regarding performance and issue resolution outcomes.

The software solution can be configured to automatically direct all inbound communications to the appropriate HR personnel and can also be used to track, share and report on incoming tickets.

When it comes to payroll, your support and helpdesk software will enable your HR team to easily handle queries and concerns regarding overtime pay, paid leave/vacation, insurance and benefits, as well as requests for new passwords to scheduling and self-service work management systems.

Customer service helpdesk software (External)

Customer service helpdesk software is the most common product type. When a customers encounters an issue with a product you recently purchased and you contact the company for help, your request will be entered into a ticketing system. You then have to wait until a company rep or technical support agent to contact you with a resolution.

This category of support and helpdesk software essentially directs all customer conversations into a single platform. This may include technical issues for IT or it may only cater to customer concerns and queries.

The system brings together many communication and conversational tools such as email, live chat, social media and call center services into one cohesive support platform designed to help resolve consumer problems and address their concerns and answer questions.

Customer service desk solutions can really benefit from a service portal, a community forum or a knowledge base. You may find that maximizing the benefits of this type of software will require you to integrate existing systems like marketing automation, CRM, social media marketing or your call center service.


Benefits Of Support & Helpdesk Software

Support and helpdesk software solutions allow you to efficiently assess and resolve any technical or functional crisis your company is faced with. A good help desk software system should be able to resolve any issues and handle all support queries that come your way. There are many benefits of using this type of software, including:

Improved efficiency and organization

Help desk solutions help increase organization by allowing you to set up a centralized repository of information for support teams and customers to access at any time. It also serves as a sole platform for agents and technicians to manage incoming tickets, track progress, store customer data and find resolutions to cases.

Better efficiency and organization helps prevent certain issues from being overlooked and answered as soon as possible. The help desk software also increases the efficiency and performance of your support team by implementing workflow practices that will help to standardize customer service and business processes.

Minimize customer service costs

Because of the system’s ability to automate standard and repetitive processes, your customer support reps can focus on more pressing issues and resolve them swiftly and efficiently. The faster they resolve cases, the more support tickets they will be able to manage per day.

This uptick in productivity means you can keep your support staff can continue to produce quality customer service.

The reporting and analytics feature will help you identify lags in staff productivity and workflow inefficiencies so they can be addressed immediately before they become a detriment to overall team performance.

Strengthen knowledge sharing

One of the foundations of good quality customer support and help desk solutions is a robust knowledge base and having the ability to share relevant information to those who need it.

Your support and helpdesk software is equipped with knowledge management tools, which means it gives you the ability to develop a comprehensive knowledge base for both your customers and your support staff.

Additionally, it also records information regarding successful resolutions of every case your support staff has encountered and makes them searchable so customer service agents and reps can access and reuse them when applicable.

With automation processes, your help desk software can be programmed to automatically generate solutions to facilitate customer self-service.

Effective use of Support and helpdesk software by businesses can help vastly improve their customer service experience, increase customer satisfaction and ensure that the support provided to customers is the best it can be.


Common Features of Support & Helpdesk

Analytics Analyze and gain insights from data including web traffic, campaign conversions, sensoric output and more.
API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Batch Permissions & Access Control user or group access and permission settings for software or other systems.
Call Integration Enables the integration of phone dialing services and API's to make calls directly through a solution.
Chat Live text chat with customers, website visitors, mobile contacts and others.
Contact Management Manage large amounts of personal or business contacts in a centralized system.
Contact Sharing Share contacts across teams or platforms to give access to others or to migrate address books across different systems.
CRM Integration This indicates whether integrations with Customer Relationship Management (CRM) software are supported by a software application.
Customer Management Manage customer databases and/or track outstanding shipments, payments and more.
Dashboard Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
Data Visualization Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.
Email Integration Integration with email clients or providers to create and send emails as well as view received emails within an application.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Instant Chat Integration Enables the integration of public messaging channels such as WhatsApp, Facebook Messenger, and more.
Knowledge Base Used to store information relating to both employee and customer support.
Lead Management Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.
Lead Scoring Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
Real-time Alerts Provides important, relevant updates to the user.
Scheduling Schedule tasks, resources, appointments, payments, communications, etc.
Self-service Portal Enables clients to digitally access and request services and information, as well as to submit and resolve issues.
Social Media Integration Enables the integration of social media channels such as Facebook, Twitter, and more.
Support Forum Enables both employees and customers to access and engage with support documents, threads and posts.
Third-Party Plugins/Add-Ons Offers additional features or integrations built by third-party developers in form of plugins or add-ons.
Ticket Management Helps to support the submission and documentation of support requests.
Workflow Management Workflow management focuses on streamlining the coordination of tasks related to the work a business does.

Latest User Reviews of Support & Helpdesk Products

ProProfs Chat
Robins Gupta
30 Dec 2020
"Managing Multiple Customers is Simple"

Thanks to ProProfs chat we are managing more support requests easily at the same time. We know which operator can easily manage more...

Upvoty
Mike Slaats
07 Jan 2021
"Best way to collect user feedback"

Easy to implement, a lot of customizations, unlimited plan gives us all the power we need, nice design, great and advanced dashboard.

Upvoty
Iris Hogeveen
07 Jan 2021
"Our users are loving it"

Finally we have a great way for our users to submit feature requests, bug reports, and other feedback.

Freshdesk
Magly Jhonson
22 Jan 2021
"Excellent tool to provide customer support"

One of the aspects that I appreciate the most about this customer service tool is that it is very easy to use as well as having a lo...


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