Does my company need help desk software?
Today, customer experience defines brand success. This applies across industries and business sizes. You need to nurture customers throughout their buying journey and answer their post-purchase questions.
Your customers will love feeling heard and valued, and you can streamline your customer support processes to achieve that goal.
This is where a help desk comes in—it can do the heavy lifting for you, freeing up your time and energy to focus on customers.
“How do you determine if your customers are happy and on the way to becoming loyal brand advocates?”
You’ve come to the right place.
5 factors to determine if you need help desk software
- Size of the team
- Complexity of offering
- Goals and criticality of customer service
- The efficiency of the system
- The people factor
1. Size of the team
In small to medium-sized businesses, engineer or operation employees often wear the customer service hat in addition to handling their core responsibilities. However, sorting, prioritizing, and responding to customer questions, along with measuring feedback, often can't be managed as an added responsibility without additional tools or support. Help desk software collects requests from different channels, automates routine tasks, and responds to customers to set expectations and answer simple questions. It can even close a request using predefined macros and workflows.
In large enterprises, help desk software streamlines the process by ensuring teams are on the same page and keeping stakeholders in the loop. It guarantees a unified brand voice across departments and tracks team performance.
2. Complexity of offering
When you sell a technical product or a product that has a learning curve, customers will inevitably have questions. These questions have to be tracked and answered, regardless of whether you have a dedicated team. Help desk software can help you keep an eye on support tickets and automatically notify teams of their presence.
If you're in the service business, you're constantly interacting with customers and prospects. To offer the best help, you need supplementary information from your sales and operations departments. Since you can't afford to spend a lot of time hunting for information, the help desk allows you to organize information about customers, queries, and services in one place.
3. Goals and criticality of customer service
Communication delays, a lack of available solutions, and an inability to handle ticket flow can cause customer service slip-ups. These issues can quickly put a dent in your hard-earned reputation. A good help desk mitigates these problems by integrating information, enabling effortless communication across teams, and automating ticket flow. This way, your customer service team can focus on building long-lasting relationships with your customers.
Pro tip
If you're ready to test out, sign up for a 15-day free trial of Zoho Desk software now. Then walk through the features and explore the advanced automation, Meet Zia - The AI assistant, Draw a Blueprint to advance process automation, Enjoy the easy UI, and then decide which edition you want to buy.
4. The efficiency of the system
Customer service requires you to provide a lot of information and check multiple sources to process customer requests. Whether it's billing details, payment info, purchase date, or something else, it takes up extra time and creates chaos in times of crisis. With help desk software, you can centralize data and integrate other apps you use to build a robust system. It makes customer service smoother and faster, and easier to scale up as you grow.
5. The people factor
Customer service can be overwhelming and good feedback motivates employees to keep going. Help desk software measures customer happiness, gathers feedback, and rates employee performance, so you can applaud excellent service.
Empowering customers results in retaining them. Offering 24/7 support availability, information in the reader's preferred language, and discussing ideas with fellow users can all boost customer experience. It's cumbersome for businesses to take the next step without a platform to facilitate it. Help desk software helps with offering customer self-service, creating a multilingual knowledge base, and fostering a customer community.
A Beginner-friendly Guide for your businesses
Check out our help desk guide to prepare in more detail and make an informed decision.
industry’s first context-aware help desk software, with multi-channel capabilities that provide smart multi-lingual support, and is trusted by users around the globe.
Explore the advanced automation, Meet Zia - The AI assistant, Draw a Blueprint to advance process automation, enjoy the easy UI, real- time analytics, self-service help center, and then decide which edition you want to buy.