10 Reasons You Need an Online Help Desk

Have you outgrown your manual customer support methods? Are customer requests slipping through the cracks?  The time may have come for you to consider a better way to manage your customer service – an online help desk platform.

Here are 10 reasons you may need an Online Help Desk:

1. You have a team of people managing customer tickets (and need 100% accountability on issue ownership)

An Online Help Desk ensures that all your customer requests are assigned to an agent and that they have full ownership of that ticket or issue, until they need to escalate it to another department.  Full visibility into account management and team productivity.   

2. You want traceability on responses (so you know who has sent what to whom?)

The communication audit trail that an Online Help Desk provides security for your business, your team and your customers.  All resolution actions, including chats, emails, and phone calls, are recorded in one central location and can be easily reviewed and reported.   

3. You care about the level of service your customers get (and want to keep track of it)

There is only so much a human being can do. When your customer service and support are reliant on a person remembering to do something your business reputation is prone to the fallibility of human error.  To offer stellar customer service, you need to know for certain that all enquiries are dealt with in a timely and competent manner, and this requires data – data that is at your fingertips when you use a Help Desk software.

4. You want to monitor Customer Support Team performance

Know who the superstars are in your support team with metrics from your Help Desk software.  Access data such as response times, closure rates, customer satisfaction and more. 

5. You’d like top offer a central Knowledge Base

Do you like the idea of provide value to your customers in the form easily accessible information?  Most Help Desk platforms provide Knowledge Base functionality (wiki style) that can take the strain off your support team by answering frequently asked questions, and wow your customers.

6. You want to cut down on internal emails (and clear out that cluttered inbox!

The easiest way for a customer request to get missed is when it is sent to a single person, straight to their email inbox.  Our inboxes can get cluttered, and people take time off, so the request can go unseen.  A Help Desk provides a central inbox, where all requests are seen by multiple people, and can be assigned to the best agent to handle  each case in point.

7. You want to centralise your support channels (so you can see all support correspondence in one place)

Support requests don’t just come in the form of email.  Tweets, Facebook messages, website chats, instagram pm’s – these can be easily missed.  You can direct all social media and online communication to a single, omnichannel support platform with Online Help Desk software.

8. You want give customers a voice by providing a forum (and give them a sense of community)

Build a team of customers and enthusiasts who can help each other answer and resolve issues. This reduces the ticket load on your agents and ensures that your customers’ questions are heard and answered. With the ability to moderate all community posts, you always stay in control of the content, and reduce spam and unwanted participation. Add as many moderators as you want and stay on top of the discussion in your community.

9. You want give customers support wherever you are (with a mobile app that can access an entire history)

No matter where you are, you’re right next to a customer with the your Online Help Desk mobile app.  Get instant notifications about contacts, accounts, and the tickets you follow. Within each ticket, responses and internal comments are displayed as full-length conversations. View contact details like email, phone number, and address, as well as past interaction details. Your desk, in the palm of your hands.

10. You need reports and insights into your Customer Service (so you can continuously and improve and grow)

Measure. Improve. Repeat. Use detailed reports to understand your team’s performance. Built-in dashboards help you track and improve your service using the most common metrics. Get additional statistics by creating your own reports as well. When you know better, you can do better.