Five Advantages of Web Based Help Desk Software
6/12/2015 3:17 PM
Web based customer support desk software can really change the way your help desk does business. Quality software comes with more features than ever, helping customers find answers more easily and helping you to connect with them more effectively.
Quality web based help desk software offers five important advantages over non-web-based help desk software:
Manageability – When customers have a question, they can find the answers they need because the software connects them with some element of your service desk quickly and easily. Quality web based software offers a customizable and scalable FAQ database that customers can access anytime.
Productivity – Agents can quickly resolve an issue through an easily accessible database or send it to a more qualified agent. Quality software cuts down on the time-to-resolution for the customer and relieves the frustration and burn-out of the agents. Agents who are able to solve problems effectively are more likely to enjoy their jobs and help the company to grow.
Accessibility – Customers and agents can access the system from mobile devices, public locations as well as from their homes or offices. Quality software helps to connect your customer to your business easily which builds trust.
Flexibility – Customers need several ways to get in touch with your service desk. Web based help desk software offers a number of points of entry to resolve an issue. Quality software can integrate an FAQ section, calling features, ticketing system, and even a user portal so both customers and help desk agents can find the information they need and connect with each other.
Simplicity – Web based customer support software eliminates the need for several phone numbers and e-mail addresses to get help. The software streamlines access to your company so customers can click, call, or search easily through your one program.
An efficient and responsive support desk resolves issues and builds positive rapport between the company and its customers. Two of the most obvious results are your help desk can assist customers in assessing their evolving needs and you gain the opportunity to up-sell or cross-sell to them. Transforming your help desk this way improves the company’s image and makes the help desk a strategic partner in the area of sales.
Take a free trial of Zinergy web based help desk software and see if you think its manageability, productivity, accessibility, flexibility, and simplicity will increase your efficiency and your bottom line.