Support & Helpdesk Software Guide
What is Support & Helpdesk Software Guide? (/customerservice-crm/supporthelpdesksoftware#softwareguide)
What is Support & Helpdesk Software?
What Support & Helpdesk Software Should I Choose?
The ticket management system enables customer service representatives to generate support tickets, set priorities,
Common Features of Support & Helpdesk Software Guide? (/customer-servicecrm/support-helpdesksoftware#sg-section2) Latest user reviews of Support & Helpdesk software (/customerservice-crm/supporthelpdesksoftware#userreviewsno-print)
upport & Helpdesk software helps manage, monitor and respond to customer queries and service requests in an 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.
track ticket status, close a ticket and mark it as resolved. If required, they can even re-open a ticket or escalate the issue to a specialist. On the other hand, 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. More advanced products feature analytics and reporting capability, multi-channel support, mobile support and remote control capability.
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What Support & Helpdesk Software Should I Choose? Some vital considerations when choosing Support & Helpdesk software include the size of your business, whether you’ll be using the software to serve external customers or internal teams, whether your business follows the Information Technology Infrastructure Library (ITIL) guidelines and any other particular needs. Some products are specifically designed for SMBs, while others are more suitable for large corporations. For instance, if you have a large customer base, you may need a Support & Helpdesk solution that allows your customers to raise tickets directly from their social media accounts. For small businesses, a basic ticketing system that allows for ticket creation via a web form, phone or email may suffice. You may also want to consider whether the system allows your agents to edit and organize tickets based on priority and whether it has an automated issue escalation process. Large organizations often look for a product that allows them to create separate sections within the knowledge base. If your business follows ITIL guidelines for better change management or incident management, you need a solution built around ITIL framework. If you are more concerned about data security, consider looking for a solution that offers identity management features, such as, single sign-on. It all depends on your requirements and priorities. 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.
Common Features of Support & Helpdesk
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.
Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.
Track which of your online and offline marketing efforts are successfully generating calls.
Manage large amounts of personal or business contacts in a centralized system.
Share contacts across teams or platforms to give access to others or to migrate address books across different systems.
Manage customer databases and/or track outstanding shipments, payments and more.
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.
Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
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 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.
Integration with email clients or providers to create and send emails as well as view received emails within an application.
Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Google Apps Integration
Integration with the G Suite, including Gmail, Google Docs, Google Sheets, Google Calendar, etc.
Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.
Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.
Automate marketing processes, such as outreach emails, customer engagement, chat replies through the use of chatbots and others.
Supports more than just one user account and generally allows for collaboration with colleagues.
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.
Schedule tasks, resources, appointments, payments, communications, etc.
Offers additional features or integrations built by third-party developers in form of plugins or addons.
Monitor and optimize how you're spending your time.