Helpdesk system features
A helpdesk system is software that helps businesses manage customer service calls. It serves as a central database where you can track and manage faults and service calls.
In today's fast-paced business environment, customer service is a key factor in determining the success or failure of a business. That's why the Helpdesk system is a critical component of the company's customer service strategy. In this post we will discuss the benefits of the Helpdesk system.
The helpdesk system contributes to the support centers on the following topics:
Improved customer satisfaction: A support center system allows the business to respond to customer questions and complaints in a timely and efficient manner and contributes to their satisfaction. .
Fault management in a central system: The Helpdesk system provides a central place for managing customer queries and complaints. This makes it easier for customer service representatives to manage customer issues and respond to them quickly.
Improving productivity: The Helpdesk system enables automation of many routine tasks involved in customer service management and allows customer service representatives to focus on more complex issues.
Better tracking and reporting: The Helpdesk system provides detailed tracking and reporting capabilities, allowing the business to monitor customer service performance and identify areas for improvement.
Improved communication: Helpdesk system allows customer service representatives to communicate more efficiently and quickly with customers.
Reduced costs: A helpdesk system can help a business reduce its customer service costs by automating routine tasks and enabling more efficient management of customer queries and complaints.
Below are some of the key features of the HelpDesk system
- Knowledge Base: A collection of articles, videos and presentations that allows a quick presentation to solve common problems. The information center can only be open to service representatives or also to customers looking for quick answers to their questions.
- Self-service portal: A self-service portal is a website or application that allows customers to resolve their issues without the help of a service representative. The customer connects to his personal area and can view answers to common questions or guides for solving various problems.
- Reporting system: Generating reports allows organizations to track the performance of their customer service system. It can be used to identify trends, recurring problems, and measure the effectiveness of service personnel in handling faults over time.
- Integration: Helpdesk systems can be linked with other business applications, such as CRM systems and other databases to streamline operations and improve organizational efficiency.
There are three main types of Helpdesk systems:
- Cloud-based HelpDesk systems are hosted in the cloud and accessed via the Internet. This means that businesses do not need to purchase or maintain any hardware or software. Cloud-based HelpDesk systems are generally cheaper than local systems and can be easily scaled up or down as needed.
- Local HelpDesk systems are installed on the servers of the business itself. This allows businesses more control over the system, but it also requires more investment in hardware and software. Local HelpDesk systems are usually more expensive than cloud-based systems.
- Hybrid HelpDesk systems are a combination of cloud-based and local systems. This allows businesses to get the best of both worlds by taking advantage of the flexibility and scalability of cloud-based systems and the control and customization of on-premise systems.
Below are some of the factors to consider when choosing a HelpDesk system:
- The size of the business: The size of the business determines the number of users and the scope of support requests that the system needs to handle.
- The number of customers: the number of customers affects the scope of support required but also the pricing of the system in terms of traffic volumes and its databases
- The types of service calls: The types of support requests you will receive will determine the features you need in the system, for example, requests for technical support, requests for financial issues, problems of repairing and replacing products after purchase. Different adjustments are needed for each type of fault
- Budget: Helpdesk systems can range in price from thousands of shekels to tens of thousands of shekels per year, depending on the number of users
Here are some of the most popular HelpDEsk systems:
- Zendesk: Zendesk is a popular helpdesk system used by businesses of all sizes. It offers a wide range of features, including a knowledge base, a self-service portal, a good reporting system, and integrations with other business applications.
- Freshdesk: Freshdesk is a very popular Helpdesk system. It offers a similar range of features to Zendesk, but it also includes some unique features, such as a live chat option and a mobile app.
- eService: eService is an Israeli system, easy to implement, includes the possibility of SSO with AZUR, stored in the cloud and cheap compared to competitors, suitable for medium-large businesses.
- TeamViewer QuickSupport: TeamViewer QuickSupport is a support center system designed for businesses that need to provide remote support to their customers. It offers live chat option, file transfer option and remote control option.
TeamViewer QuickSupport: TeamViewer QuickSupport is a support center system designed for businesses that need to provide remote support to their customers. It offers live chat option, file transfer option and remote control option.
