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In this article, we’ll explain what is helpdesk and what does the future of helpdesk solutions look like in 2021.
So if you’re looking to:
Improve customer service
Provide better IT support
Speed up response time
Then you’ll enjoy the useful insights in this guide.
What is a Helpdesk?
A Helpdesk is a customer service support system. Businesses use helpdesks as a point of contact to handle internal and external queries and provide information to both customers and teams within the company.
What is a Service Top?
A service top or service desk is another term used to describe a helpdesk system.
What Is a Helpdesk Software Solution?
Helpdesk software is a tool used to automate business communication. The solution makes it possible for companies to provide information, answer questions, and resolve grievances customers may have without the need for direct intervention from human staff.
Types of Helpdesk Software
There are four types of customer service support system software solutions currently available on the market:
A web helpdesk is a cloud-hosted system or a software-as-a-service (SaaS) solution. A company rents the solution by subscribing with a provider.
This type of customer service support system is easier to scale because it operates using cloud technology. While the subscription plans make it more affordable than other solutions.
An on-premise helpdesk is an in-house system. The company that owns an on-premise solution is responsible for hosting and maintaining the system, and determining how the system functions.
Open Source Helpdesk
An open source helpdesk a company’s developers can freely access the source code of the software without the need for user licenses or permissions.
This type of helpdesk solution is more widely used by IT companies, since they have the resources to modify and shape the system according to their unique requirements.
Enterprise Helpdesk Software
An enterprise helpdesk is an advanced version of the system. Besides having the features of a standard helpdesk, this type of solution has capabilities that allow it to go beyond handling typical customer queries.
Enterprise IT helpdesk software, for example, can handle customer queries at much faster resolution rates. The software also provides features that enable users to improve the overall efficiency of communication such as collecting and analyzing data from interactions with customers.
Helpdesks and Customer Service Trends in 2021
It’s no secret that helpdesks improve customer service (CS).
By automating how your company supports customers, it has become a critical tool for modern CS.
So much, in fact, that new trends are emerging on the market as a direct result of the wide use and implementation of helpdesks in business.
To get a better understanding of what helpdesk trends, here are 3 that we believe you need to follow:
Customer Support Initiatives
Customer support initiatives boost your business. These initiatives improve the quality of the service your CS teams provide to customers.
And while many elements exist that help you provide a high level of service, three initiatives stand out:
Omnichannel Customer Service
An omnichannel approach to customer support means meeting customers where they are and using multiple channels of communication to solve queries.
A good helpdesk system can support different channels. It also enables you to manage all channels and interactions from one centralized location, be it call, text message, email, or social media.
Measuring the Right Metrics
Calculating and monitoring key performance indicators (KPIs) helps you to:
- Reduce wait and response times
- Improve the speed of resolution
- Increase the success rate of resolutions
To achieve this you’ll have to follow three critical KPIs:
Average Handling Time: how much time a CS representative spends with a client.
First Call Resolution: number of issues CS representatives resolve within the first call.
Reported Customer Satisfaction: how satisfied are your customers with your CS.
Customer Service Expectations Report
To raise the quality of your customer service, you need to define the goals for your team.
At the same time, you have to manage those expectations and keep them grounded within the realm of your team’s abilities.
To do this, you’ll have to compile a survey. This is known as a customer service expectations report.
The report should focus on:
- The quality of service and how it affects your revenue
- Offering customers multiple channels of communication
- Providing a personal service rather than speed
Best Helpdesk Software Solutions in 2021
To help you choose a helpdesk for your business, we compared and tested the top options on the market.
Here’s our pick of the 10 best helpdesk solutions for 2021:
- Zoho Desk
- Agiloft Service Desk
- Manage Engine
- Zendesk Support
- Jira Service Desk
The Future of Customer Care
Are helpdesks the future of customer service?
Can they help you to improve your services in the future?
The simple answer: YES!
But from choosing a solution to implementation and application, the road is long and difficult.
That’s why it’s good to have someone who understands and can help you make that transition as painless as possible.
We can help you with that!
Contragest consulting is a full IT service provider. We specialize in offering professional tech support to all your business needs, from cybersecurity to managed services.
And yes, helpdesk services as well.
If you want to quickly and efficiently integrate a next generation service desk solution with your business, get in touch.
Please contact us today and get the support you need to start offering a better experience to your customers.