IT Help Desk and Ticketing Software System – For Better Customer Experience Helpdesk is a focal point of interaction between the company and its customers. If the customers face problem with the product or service, they need to talk to someone in the company for its resolution. Helpdesk exactly does that; it provides customer support and resolution services. To improve customer satisfaction and gain competitive advantage, companies are using IT helpdesk software to minimize the time for the resolution of customer’s complaints. Such helpdesk software helps improve customer experience as all conversations are stored and instantly accessible on a single screen. The company executive could resolve the customer grievance in a better way as it would be in complete know-how of the earlier interactions of the customer with the company. Helpdesk ticketing system is employed by the companies to provide efficient troubleshooting services to the customers. Unique ticket for each complaint is generated for the customer which it can submit from multiple channels like Email, phone call and social networks like Facebook and Twitter. How does a helpdesk ticketing system work? It works like this:
The customer submits complaint to the company for which a unique ticket ID is provided to him/her.
IT helpdesk software immediately notifies the helpdesk team of the ticket through Email, SMS or push notification.
Afterwards, a technician is assigned the ticket with specified timeframe for the resolution of complaint.
The technician resolves the complaint. It may have to contact the customer to get more understanding of the problem for its prompt resolution.
Fully evolved IT helpdesk software provides a suite of services rather than just the basic ticket allocation functionalities. It offers rich functionalities like self-help that provide step-by-step instructions to the customers to resolve basic issues. Complex issues are resolved through a set procedure of prioritization and ticket escalation. Benefits of a helpdesk ticketing system Allows the executive prioritize the work, so that it can attend to more important tickets promptly. All relevant business information is stored at a centralized location, thus allowing executives to be well informed of the complaint for its best resolution. Enables managers to know which complaints the customers are facing most often and which department needs more resources.
A good helpdesk allows the managers to monitor the performance of the helpdesk staff based on some key performance indicators. Key benefits of an IT help desk software Single point of contact for customers with the company Centralized portal for registering and resolving customer complaints and getting feedbacks Tracking of support calls end-to-end Self-help support for the customers Detailed reporting on the services of customer support staff Specialized help desk software like the ones provided by Sherpa Desk help businesses create a better perception of their business among the customers with functionalities that are valued both by the companies and the customers.