The help desk is the area most of the customers will be valued and also they serve as the front face for the company to reach potential customers. Only when the help desk software is fast, efficient, and accurate, the company can draw interest and good opinions from the side of customers. With the help of the Help Desk Software, it is possible to provide the customer or the end-users with the required information and related support to the company’s or institution’s service and products. You may approach Techimply to have the software from the features that you need to enhance your business.
Web Help Desk software gives simplicity and automation to streamline help desk ticketing and IT asset management. Benefit from the built-in knowledge base, IT change control, SLA alerting, performance reporting, customer surveys, and more.
Hesk is one of the simple and rapid Helpdesk software, with their best-in-class customer support. Hesk lets you grow your company in a short span of time including attributes like a centralized support system where you can organize the data.
Help Desk Software For Small Business | Service Center Software
ManageEngine ServiceDesk Plus is a web-based, easy-to-use help desk and asset management software that integrates ticketing, asset tracking, project management, purchasing, contract management, and knowledge base in one low-cost package.
AzureDesk is an inexpensive helpdesk software with just $5 per agent with all required attributes of an enterprise-level system offered to all businesses at minimal cost to users. Don't spend much on helpdesk solutions.
ClickDesk is the top online chat software because it is an amalgamation of live chat and help desk software. Small businesses use ClickDesk's live chat software to boost user engagement through web chat, voice chat, video chat, social media management, real-time
analytics and an integrated help desk to manage support tickets and offline chats.
Hubspot is a well-known name in the CRM market which provides features which are needed in sales and marketing. It is used to track lead and customer which reduce the time and efforts of sales team.
Vtiger is one of the best web-based CRM software for small-sized & medium businesses of India and startups with built-in attributes of email marketing, activity and project management & much more.
Running a business smoothly includes a lot of aspects and efforts. Right from setting the office to appointing staff and dealing with customers to providing them with the best services, everything is very important. One more thing that is equally important is customer help and support. This is where the help desk management software comes into the role-play.
When you provide services to the customers and while your staff performs their duty, sometimes they face issues and they want to submit queries so, it is very essential for a company to have a help desk where the customers and their own staff can come with their issues which can be solved. For all such tasks, help desk management software is needed.
As the name suggests, the help desk management software in India is built to solve the issues of a company’s customers and their internal staff. The help desk management software is capable of listening to the woes and solving them in the least time possible and with the best possible solutions.
Help desk management software provides a number of tools that are beneficial in solving queries of the customers/staff by giving them an instant response. This is because customers expect a quick reply within 24 hours which is why the software helps you respond in the least possible time.
Having a good product base for your customer is not enough. They tend to choose a brand that has the capability of solving the maximum of their issues in less time. So, if you want happy and satisfied customers and company staff, you must switch to this outstanding model of customer management along with help desk software.
1. What is Help Desk Software?
Help desk software is a tool for organising, managing, and responding to support inquiries. Some help desks handle external consumer requests, while others handle internal support requests from team employees. A shared inbox, a knowledge base, and a live chat solution are some of the features that can be found in a help desk. Not all help desks, however, have all of the tools indicated.
Because it consolidates all of your customer support interactions into one omnichannel tool, this software is a great way to improve your customer experience — 75 percent of customers want a consistent experience regardless of how they engage with a company (via social media, in person, by phone, etc.).
Agents can also benefit from a variety of support and collaboration features provided by this type of software. According to studies, up to 42% of clients want a response within an hour, so help desk software is more vital than ever for your company. Its purpose is to keep clients satisfied so that they do not depart.
Although help desk software is sometimes grouped with IT service management, the strict definition of the software refers to the specialised process of handling client complaints, whereas IT service management also covers support for an internal audience (your employees). Some CRM software solutions come with a help desk feature, and vice versa, some help desk solutions come with CRM features.
2. List of Features You Should Gaze for in Help Desk Software in India
A help desk software has a lot of features that make the complaint solving tasks of your employees easier. On the other hand, it provides quick and better solutions to your customers as well as staff for their complaints. A few of these features include:
When a customer or a staff file a complaint, the software provides a ticket to them. This ticket is the core as it is a unique number. Your employees keep a track of this number and accordingly continue the processes to solve the problem of your customer. The ticket contains the information of the customer, product, and the name of the employee handling it. Hence, all the information provides better clarity to the problem and its solution.
A few help desk software also provides this advanced feature. In case your employees find a particular complaint serious and out of their league, they can send it to higher authorities. Then the higher authority can further solve the issue. So, it saves a lot of time and effort for your employees as they might not be capable of solving a few such issues. On the other side, your customers can get better and quick responses.
A help desk software provides you with a dashboard that is vital for the agents using the software. This dashboard lets them know about the new queries filed, the pending ones, and those that are the most important ones. So, it helps them streamline their daily tasks and quickly solve the maximum possible queries. The dashboard also shows the performance of an agent and the number of complaints solved in a week or month. So, they can keep a track of their work and improve it if needed.
For a better business and marketing model, you need to understand the needs and issues of the customers. A help desk software, when filing a complaint, asks for information about your customer. It includes customer details, product details, etc. Later on, the help desk management software helps you know the most sought-after product of your company and those with maximum issues. All this in lieu helps you understand the requirements of your customer so that you can streamline your business accordingly.
The help desk software also asks for customer reviews. Every time you solve your customer issue, they can help you with feedback and reviews. It is helpful to understand if or not your solution was helpful to the customer. If not, you can decide on better solutions and work accordingly.
3. What Are The Benefits of Help Desk Software?
There are several benefits that a help desk software provides you with be it customer management, time-effective process, etc. To make your company more powerful, you can definitely include this software in your company.
Improve the accuracy of ticket resolution. For an accurate response, agents can pass technical questions to an IT specialist or an in-house expert.
Service Level Agreements should be addressed.
Managers can create rules to route different SLAs to their proper workflows, ensuring that each SLA type, from basic to premium, receives the best possible customer service.
There are no tickets that are missing.
Agents can establish alerts to be notified about the tickets for the day. Managers can also create rules that convert consumer emails to tickets and route them through the ticketing system.
Construct a knowledge foundation.
FAQs can be used to organise frequently asked questions from customers. You can create a knowledge base section and add it to your site using page templates.
Concentrate on the most vital tasks. Agents can handle more critical problems if managers automate repetitive and regular duties like FAQs and administrative compliance.
Resolve tickets more quickly.
One of the most significant benefits of help desk software is this. Collaboration with other agents, routing to in-house specialists, and easy access to product specs help agents resolve tickets faster and more precisely. They can also prioritise tickets or escalate them to higher-ups, ensuring that the most pressing concerns are addressed.
FAQs and unique issues are documented, and best practises are logged for future incidents as a reference. An agent will know exactly how to answer the next time a comparable enquiry is received.
Better ticket resolution
The ticket system simplifies the task of customer query management. When a customer reaches out to your help desk software, it offers the customer a ticket which they need to follow for the further process. The software assigns an agent to a particular ticket number which then easily solves the issue of the customer in the least time possible. Hence, it provides an easy and quick path to the customers for their problem-solving.
The ticket provided at the beginning of the complaint filing is an important player in this section. It helps your customers keep a track of their field queries. They can use the ticket number to follow the process of the complaint until they get their needed solution from your end. They also get automated emails that keep on informing them about the status of their query. Hence, it provides a sense of transparency to your customer because of which they can rely on your solutions.
One-stop solution for all queries
The software is a one-stop solution for all the types of issues that your customers and staff can file. Be it a request, a complaint, a query, or help, everything can be solved from this one place. So, your employees can better manage this desk without looking out for different ways and desks. This single desk can sort out all the problems. It starts with the complaint registration and ends with providing the solution to the customer. Hence, customers need not run here and there to file their woes.
Improved relationship with customers
When customers find an easy way of filing complaints and getting a solution to it, they find your company to be worthy enough. In this way, it strengthens the relationship between customers and the company. The better you serve, the more often a customer chooses your company over others. Providing a help desk with quick solutions provides a sense of security to the customers.
A boon for your employees
Unlike the traditional method of problem-solving for your customers, now your employees can do all such tasks automatically and electronically. A help desk management software allows your employees to have track of the complaint ticket and provide the solutions accordingly. It helps them monitor the ticket, help desk history of a customer, etc. All of which reduces the effort of your employees.
Company’s improved reputation
Customer management has become a vital part of any business or company. You cannot do away with it. And if your company has effective software, it brings you nothing but fortunes. Your market reputation enhances as more and more people find you reliable and trustworthy. So, managing your customers via a help desk cuts off your efforts and time on one side and improves your market standard on the other hand.
4. Things/Components to Consider While Purchasing Help Desk Software
Looking for maximum reviews is not enough to put your hands on help desk software. There are a lot of components that you need to consider while buying help desk software. These can be-
The number of features provided by the software plays a vital role. But you need to make sure that it includes the features that you are looking for. It will be a naïve decision to choose the one simply with maximum benefits as it may or may not include your requirements. So, surf minutely and see if it offers your primary needs.
Customers look for quick responses. So, your chosen software must be able to solve the customer issues in the least possible time. If it takes a lot of time, the customer may switch to other companies which will be a great loss.
Considering the budget is the center of all components. The help desk software that you find the most suitable must respect your budget or else it can hamper other investments of your company.
The best help desk software is the one that lets you customize its features according to the needs of your company. If there is no option to customize, you may find it difficult to work with the particular software.
Collaboration with existing software
Your company must already be having a few other software. Sometimes, it will be essential for the help desk software to be able to collaborate with the existing software of your company. If this task is done easily, it is a win-win choice for you. So, look for the one that can easily collaborate with your existing system.
The help desk software that you are looking forward to must be able to provide you updates. You cannot invest in the software every now and then. Hence, it is vital for the software company to provide frequent updates in order to work efficiently. Without updates, your company may lag in solving issues.
Every software can face some of the other bugs when used by a company. Your chosen help desk management software may also face such issues. But it is not a serious problem till your software brand is ready to manage those bugs. You need to make sure if or not the brand is ready to fix the bugs if it occurs. Without this, it will be a disappointment for your company.
The help desk management software must provide you with the analytical data needed for better market understanding. Depending upon the complaints filed, product details, and the current market trend, the software must be able to provide you with the analytical data. It helps you understand the leading products and leading complaints so that you can plan your goals accordingly.
A good help desk software will let you know your employees' performance as well. The number of issues solved by a particular employee in a week or month is recorded by the software. So, you can keep a track of your employees' performance and plan your help desk work accordingly.
5. What are the Different Categories of Help Desk Software?
Just as there are 1,000 ways to peel a cucumber, there are also multiple ways you can categorize help desk software. For example, you could break it down by software type, in which case there are three major categories:
A cloud-based help desk, often known as a web help desk, is proprietary software that is hosted online via a vendor's website or an application. To use the tool, you must first log in to the website or application and then pay a monthly or annual charge.
A self-hosted help desk is one that is put on your own servers. It could be something you make yourself or something you buy from someone else. It is proprietary software, just like cloud-based software.
Open source: Open-source help desk software gives developers direct access to a program's source code, allowing them to alter the product in any way they see suitable. This software is typically non-proprietary, which means it does not have a single proprietor..
Though the aforementioned factors may influence your decision, if you're purchasing an external solution, it will almost always be cloud-based (all of the options listed below are cloud-based).
Although acquiring a solution that is installed directly on your own servers is possible in some cases, it is not very common or practicable for most teams due to the cost of software installation and maintenance.
Another — and perhaps more relevant — way to think about help desk software classification is in terms of who you're using it to aid. There are two kinds in this case: internal and customer-facing.
Internal: An internal help desk solution is generally used to manage IT-related issues. Employees can log tickets directly with your IT team, making it easier to manage and organize those requests.
Customer-facing: Customer-facing help desk software is generally used by customer support teams to manage incoming customer conversations. These tools range in functionality, but most include things like a shared inbox and some form of collaboration, productivity, and reporting tools.
6. How to Choose the Right Help Desk Software in India?
What are the expectations of your customers?
Customers will have different needs and expectations like the medium they want to communicate, how long the time will be given to resolve the issue, etc. based on the criteria the software can be chosen.
Look for free trials:
There are certain companies that can provide the software for trials. This can give you hands-on experience to work with the software and you will completely understand the need for the software.
The help desk software is a very important one you have installed on your premises. So whenever it is required it is important for a professional to fix the issue. So make sure they will be able to make the process and so efficient.
Reviews and ratings
Whatever the product or service is, it is always necessary to have a look at the rating and reviews given for them by the previous users. This can give you a clear outline and you can know the performance after you start using them.
Storage medium and technology
It is always important to look for the technology used in the help desk software, based on the technology the performance can be accessed. For example, when they work on cloud technology it is fine since storage, the process of retrieving, accessing will be much easier.
Make sure you have complete research before you decide to buy the software. We, Techimply one of the leading service providers will help you with such efficient software for proper process and for the growth of your business. Our help desk software holds a special place in the growth of the business and it is appreciated by all our previous clients.
7. A Process to Purchase the Right Help Desk Software in India
A help desk software is one of the most trending software these days. This is because companies are now focusing more and more on complaint solving and customer management. It is one of the most preferable ways to know the needs of your customer as well as the market trend. One of the tried and trusted ways of getting your hands on the right software is-
The first and the most basic step is to consult your team who are going to be a part of the help desk software. You must call them for a meet-up and ask their viewpoints to form a better decision. You can also collaborate with your consultation team about which type of help desk software will be best for your company. Asking for different viewpoints leads to varied aspects which helps you reach a better decision.
Budget planning is very essential when it comes to any sort of investment. You must know your threshold before stepping out to look for the best help desk software. So, for this, you can seek the help of your financial team as they can let you know your current financial capabilities. Then accordingly you can plan your budget. Make sure you fix a budget that tends to include most of the features you are looking for in help desk software.
It is quite obvious that your company would be facing problems in managing customer woes which is why you are looking for a help desk management software. So, it is vital to pen down the lagging points in order to understand what your more needed features for the software are.
After knowing the loopholes, you can step in to know the needs and expectations that your team has with the help desk software. Pen it down by consulting your team. You must make sure what are your topmost priorities as it will help you get your hands on the one that has maximum important features under your budget.
You must now look for the options that you have. Get your team included and start searching for all the possible options that fall under your budget and requirements. Do not leave any stone unturned to get the best deal for your company.
After thorough analysis, shortlist the most suitable options out of the plethora of choices you have for help desk software. Depending upon the features, budget, and bugs of the software, you can execute this process.
Look for the market feedback and reviews of particular software that you find the most suitable for you. It provides you the ground reality as the users put the authentic reviews. It helps you understand the working of the software. You can also see if the software provides you with a demo. It will be a boon for you to understand if or not the software works for your company the way you want. And then you are all set to finalize the one.
8. Requirement of Help Desk Software !
How long has the company you're buying from been in business? The longer they've been around, the more credible they are.
What's their software's uptime?
List areas where you want to apply automation and cut down redundancies.
Revisit your customer contact points (e.g., email, forums, phone numbers, etc.) and see if you can add a few more for ease of access.
9. Challenges of the Software !
It is only used by customer support - To fully realise the system's potential for quick resolution turnaround and market insights, robust help desk solutions necessitate the collaboration of other departments such as sales, marketing, and IT. The issue comes when other departments consider the help desk to be primarily for the customer service staff. This can be resolved by ensuring that thorough implementation is carried out throughout all departments.
Bugs cause a delay in resolution - Technical difficulties can occur, causing you to be unable to respond fast. In such circumstances, you should be able to contact the vendor for immediate assistance.
Security threats with sensitive data - Customer data hacking isn't uncommon, and help desk solutions, as the gateway to your company's internal communication system, are a major target for phishing, spyware, malware, and other viruses. Most providers have multiple layers of firewall security and a backup mechanism in case of unanticipated disasters. Make certain to inquire about the vendor's level of security.
10. What Type of Software You Need for Your Organization?
The vendor's servers host web-based or cloud-based support desk software. You must choose between monthly or annual memberships rather than a one-time purchase. The best thing is that the software provider takes care of maintenance, data backup, and security, so your company doesn't have to.
Your company will need to buy the software licence and pay a one-time setup cost to run an on-premise help desk. You'll have to set up the system on your own server and take care of its upkeep, data backup, and security. Despite the fact that this type of software may be more expensive, you will have complete control over the privacy of your data.
Large firms with a large support crew and a need for extensive services choose enterprise help desks, as the name implies. Features including IT asset management, change management, multi-brand support, enterprise reporting, and more are available. Enterprise help desks are more expensive than their consumer equivalents due to enhanced capabilities.
Developers can access the source code of an open-source help desk. In layman's terms, your developers can change or improve the technology to meet the needs of your company. Over time, your team can improve the tool by adding new features, fixing problems, making it more secure, and improving the user experience, among other things.
11. List of Easy to Use Help Desk Software in India
There are a lot of worthy options when it comes to helping desk management software. For your ease, here is the list of a few help desk management software that you can look for-
HubSpot CRM: It is one of the leading help desk software in India. It helps you understand the sales and marketing of products. It includes social media platforms where your company can reach out to customers for queries and complaints.
Zoho desk: This is yet another leading help desk software in India. It provides you ease in the complaint management task and also offers free demo sessions.
Hesk help desk: This help desk software India is very simple to use and heavily impacts your customers’ query management. It saves your time and provides solutions in the least possible time with a centralized support system.
Wix Answers: This help desk software is a great choice for both small and large companies. Its easy-to-use interface lets your employees use it without any hassle or problems. It has come a long way in helping the company solve customer issues.
12. How Does Help Desk Software India Eminent Software that Participated in the Growth of Your Business.
In the internet-driven era, it is possible to run any business successfully without the help of software and technology. There are software to help people in every part of the business and the software found for any business is a big list. In the list of the software found one important one is the help desk software.
The help desk software is the computer program that helps the customer care operator to keep track of the user request and it helps in dealing with all the other customer-care related issues. This helps the part of customer an efficient and enterprising part and leads to gain more potential customers.
How help desk software helps you?
The entire IT request will be assembled in one place
Most of these software will help you in user protocol that offers a single place to create tickets. Here you might view the status of the open issues and also close the tickets once if the issue is solved. A portal can also replay if there is any important information to the user and this may reduce unwanted tickets.
It is customizable
The Help desk software will initially give only the basic needs like title and description. These are not the only categories to maintain. Based on the needs the software can be easily customized like adding building, location, floor number, and other preferences that you might need.
Easy to analyze
Helps desk comes with the option of track metrics like the time spent on resolving tickets, etc. The IT managers will be able to have a report based on them and also to discover the right trend. When it is known that any particular trend is highly suitable the other specific task can follow the related technique to make the process easier and efficient.
Prioritize the task
Tickets will be received in random order; it is the work of the professional to clear the issue that has high severity with preference. For example, one person raises a ticket to change his old mouse, and simultaneously another one raises the ticket for any issue with the server. What should be rectified first? The cold mouse is not a big issue, that can be changed later too but it is important to look at the server issue. This can be achieved with the help of the Help Desk Software.
Certain people will be expert in certain areas, based on their eligibility they have to be assigned with works. This can be achieved with the Help Desk Software. For example, all the software issues will be assigned to person A, hardware issues will be assigned to person B, problems related to sales will be assigned to person C, etc.
Easy to have a survey
This software will clearly show the tickets raised in the last week, month, or year and also details about who raised and who resolved them. This can be highly helpful to find the efficiency of computers, technicians as well. By this, you can decide to change the computers, software applications and also increase or decrease the professionals.
13. Figure the Budget !
When you're ready to buy help desk software, look for a solution that is both long-lasting and scalable. Not everything that's good has to be expensive; in fact, an open-source solution can be a better fit for your firm. To assist you in making an informed decision about buying a support desk, we've put together a simple checklist for you to review before making the purchase:
Once you've determined the size of your team, you can choose a plan that includes the majority of the features you require at a cheap per-person fee. However, if you're just starting out with a small staff, you may want to devise a strategy that allows for future expansion.
Analyze your business, determine how critical support is to your system, and allocate a budget for help desk software with caution.
Make sure you understand what integrations you'll need for your help desk software to function properly, and budget for those costs as well.
Check that the software you're considering integrates nicely with the other business apps you use.
Frequently Asked Questions (FAQs)
What is a Help Desk Software?
The help desk is the computer program that helps the customer care operator to keep track of the user request and it helps in dealing with all the other customer-care-related issues. It helps to gain more potential customers and increases efficiency.
What are the Best Help Desk Software in India?
The top Help desk software in India is :
ManageEngine ServiceDesk Plus
What Makes a Good Help Desk Software ?
Being able to filter and prioritize takes patients, time management skills, and knowledge. To build a strong customer relationship, your help desk agent should go above and beyond being friendly. The agent must be able to convey complicated processes in an easy manner to help customers understand them easily.
What's the purpose of the Help Desk Software?
It allows the company to improve its productivity. The capacity of a business to meet its clients' requirements is essential to its growth. Help desk software allows organizations to function on time and efficiently. Helpdesk employees who are not equipped with the tools and knowledge to solve problems aren't effective.
What can I do to improve my help desk to be better organized?
Collect the Right Metrics
Establish Clearly Defined Goals
Gather the Right Performance Feedback
Establish a Service Catalog and Self-Service Portal
Invest in New Technology
Why is help desk software important?
A great help desk increases customer satisfaction when it is always responsive, constantly assists customers, and goes the extra mile for technical support. It helps support the business's goals and helps in the growth of the service by increasing its number of return customers.
Why do you require the Help Desk Software?
The Help Desk software forms the lifeblood of a properly-run help desk. It is crucial for business managers. It's one of the business's most important priorities, whether a small to a mid-sized company (SMB) or a huge company. The fundamentals of the majority of help desk solutions are based on the ticketing system.