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Best Service Desk Management in 2020

Finding the best Service Desk Management Software for your business is now faster and easier! Compare prices, reviews, features, and get free consultation to find the perfect software.

Table of Contents

The service desk software is a one-stop solution to solve all your problems. From troubleshooting technical issues to getting access to a new system, service desk software solution manages it all. Every day we hinge on help desks to solve such user issues. The service desk management system is a pivotal platform and a beneficial resource in serving the problems and queries of employees and customers daily.

Help desk software stores the information of the customer in a searchable database, automate the issue resolution process and track interactions. This functionality increases efficiency and streamlines workflow. When someone contacts the service desk by web form, phone, email, or other means, the system creates an electronic trouble ticket. Customer service representatives (CSRs) or technicians record details about the problems or review what the customer has entered using a self-service tool. Once the CSR handles the issue, the responder marks it as resolved or reroute the matter to a specialist or executive if needed.

'Tickets' associate with customer profiles that comprise of customer's contact information, purchase history, and assets. It allows the help desk representatives to see a customer's entire interaction history. Some systems enable users to link problems by issue type, so responders can refer back to a resolved issue when they encounter a similar problem.

Service Desk Management System Features

Service desk software solution plays a significant role in providing flawless service and support to the employees and customers. The best service desk software composes of the following features.

  • Knowledge Management: Service desk management software consists of an archive comprising of previously resolved problems. These resources might be available publicly for customer self-service or reserved for internal usage of CSRs. Most of the knowledge bases integrate advanced search technologies to assist users in finding the right answers, while some may auto-suggest queries or articles as per the user's requirement.
  • Self-service: The service desk system allows the customers to use online portals to search for solutions to resolve the queries. Self-service resources can include product documentation, searchable FAQs, forums, and other types of user communities. If the customer can't find a solution, self-service tools often let them submit issues online.
  • Service Level Agreement (SLA) management: Service Level Agreement is a contract between the help desk agent and the customer. It defines the service level expected from time to register a response time to resolution. SLAs guarantee to customers that issues of a particular type will be addressed within a specific time frame. These features allow users to set prioritization triggers, automatic escalations, and other custom rules to ensure relevant issues get handled effectively in compliance with an SLA.
  • Reporting: The reporting feature entailed by help desk software enables enterprises to monitor critical parameters such as the representative's productivity, support cost, and customer satisfaction. Detailed analytics provided by the software favors the continuous improvement of service quality and efficiency. Performance metrics frequently include total open issues; issue resolutions by date, shift or agent; the average time to resolve; customer satisfaction and other characteristics.
  • Mobile and remote support: Many vendors provide a web or mobile application version for remote accessibility. Agents use these tools to maintain tickets, record customer data, access the knowledge base, create & view reports, and perform other issue resolution activities from their smartphone, tablet, or PCs. This module allows the help desk representative to facilitate remote diagnosis and resolution with minimal customer involvement.
  • Customization: Branding beholds relevance for many organizations. Most help desk software allows enterprises to customize their help desk so that it embeds the company logo or color. You can also build custom integrations on the help desk to supplement the functionality of your help desk system.
  • Network monitoring and IT asset management: Asset management tools track the changes in the hardware and software configurations, while network monitoring supervises the health and functioning of servers and other network components. These functions are sometimes offered through incorporation with the IT Service Management tool.

Why do I need Service Desk Software?

  • An email is a mundane way to keep track of emails: If each request becomes a string of emails, you and your customers will struggle to prioritize and respond to each message. Move the conversation from the inbox to service desk queues.
  • Customers can help themselves: A service desk software solution offers different ways for customers to help themselves with common questions through FAQs or knowledge base.
  • Prioritize important tickets or queries: Instead of using calendar reminders, sticky notes, or relying on email, a help desk system defines ticket priorities and requirements for questions.
  • Oversee the strength of customer support

    Help desk system can improve operations in five ways:

    • Minimize work lag of employees.
    • Automate issue prioritization, escalation, and resolution.
    • Reduce human resource costs.
    • Identify and address recurring problems.
    • Provide transparency into every service request from creation to resolution.

Help Desk Software Benefits

  1. Improves Performance: A help desk management system monitors metrics like ticket volume, resolution time, customer satisfaction, and even individual agent performance.
  2. Performs more work in less time: This software can help in reducing the turnaround time and also the time for training needed by the support staff. Consequently, your support staff can become professionals in a shorter time. It benefits in a much speedier resolution of IT issues, which subsequently frees up your support staff to provide support to an even higher volume of employees.
  3. Streamlines the workflow: Support staff can also edge from help desk management software as their jobs become more comfortable. Besides, employees will receive service more effectively, and the wait time gets drastically reduced. Because the help desk system can store ticket history that allows the support staff to get better access to issues and take appropriate action accurately.
  4. High-yielding results: Help desk management software leverages the managers to monitor the performance of their members. Employees will be more productive with shorter periods of downtime, which is advantageous for the company as a whole.

Latest Market Trends

  • Incorporating social media: Recent surveys and reports have found that more than 50 percent of all social media users, especially Millennial, have sent customer service requests through Facebook, Twitter, and other social channels. As a result, companies require tools and resources for processing these issues just as they would ticket from any other channel. There is software in the market at one's disposal that can integrate with social media to automatically prioritize and route such requests.
  • Gamifying the experience: Many companies are now developing tools to gamify the method of maintaining service desk employee engagement. These companies integrate with trouble ticket technology to reward agent productivity with redeemable points and other rewards. Workers gain a perspective of the accomplishment as they see their scores improve on leaderboards.
  • Cloud Computing: A faster, cheaper, and better solution will soon be prevalent in the market. It provides the uptime and scaling issues in no time, improvising the CRM, customer support, and market automation. Cloud-based solutions have various advantages over on-premise solutions:
    • Economical deployment
    • Remote accessibility
    • No hardware or maintenance costs
    • Minimal data security issues
    • Seamless product updates
    • Affordable pricing

    Cloud computing can provide a secure and sturdy architecture that will enhance the health of customer support eventually.

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Freshservice

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Nikunj DudhatBy Nikunj Dudhat | Last Updated: October 22, 2020

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