These days, extensive use of technology is a necessity when you are running a business. It is important that technology succeeds all the time, however, have you thought that what will happen in case it fails! If you have a company with hundreds of employees and each has a single desktop of his own, even an in-house IT service will be of no real help, in case of some severe problem. The same applies to your customer base as well. With more number of employees or customers, the problem gets even bigger. So what to do? Well, technology has come to your rescue yet again on the form of Help Desk Software.
What is a Help Desk Software?
This is a piece of software which is used to resolve and document problems that have been reported by the end users. Thanks to help desk software, you can assist anyone, no matter where exactly you are located. You just need to install the software and start helping customers or your employees, as needed.
How does the help desk software operate?
If a person has to spend most of his job hours in answering phone calls, it is obvious that he will be less productive. Now, if you use a help desk software, in case of any complains to be launched, a user can submit a ticket to the help desk software. The software will assign a priority to the ticket so that the urgent ones are resolved faster. It will then notify the respective technician of the problem. Technicians will work on it and may ask further questions to the user. Every single interaction between the technician and the user is generally done through the software. Once, the issue is resolved, the ticket is closed. Now, the help desk software documents the problem and resolution as required. Documentation is important as this helps in identifying common type of problems being faced by the users.
Basic Features of help desk software
Below are the basic features of help desk software listed:
Remote Desktop Software: With help of this, you can login to a computer from any location. Then, you can diagnose the problem and start resolving it. This eliminates the need of a computer technician to personally visit all the troubling systems (Quite obviously not applicable to hardware problems).
Chat Functionality: In general, help desk software comes up with this feature. This calls for easy communication between the user facing the problem and the support team. A direct communication through chat, along with some help of remote desktop software can make sure that the problem gets addressed quickly.
Web Calendar Integration: Through this feature, it is possible to set calendar entries with the respective dates of resolving a ticket. If needed, the help desk software can even send e-mails to the concerned person in case of any delay or for intimation purpose.
The biggest advantage of help desk software probably lies in the fact that it makes room for 24X7 support, even without direct human interaction. Not to mention, it streamlines the business process and provides the users with multiple channels to get the required support.
A help desk software cannot solve all the technical problems, but in most cases, it comes out to be good enough. For successfully running a business, help desk software has almost become mandatory now days.