Have you noticed how businesses are handling customer support these days? You may see more companies using specialised software to manage their customer enquiries and issues. It's called help desk software, and it's all about streamlining support processes and improving customer satisfaction.
Don't expect this trend to go away anytime soon.
The help desk software market is on the rise and expected to reach 11.57 billion by 2031
Right now, companies of all sizes are adopting help desk solutions to manage their customer support more efficiently. And big names like Zendesk and Jira Service Management are leading the way, offering comprehensive platforms that cater to businesses of all sizes.
Certainly sounds promising, doesn't it? But what does it mean for your business, and how can you get the most from it?
How Does Help Desk Software Work?
Help desk software is essentially a centralised platform for managing customer support. Instead of juggling emails, phone calls, and chat messages separately, businesses can use help desk software to consolidate all customer interactions in one place. It serves as a hub for communication between customers and support teams, ensuring that no query falls through the cracks and that every issue is addressed promptly and efficiently.
Here's how it works:
Imagine a customer has an issue with your product. They email your support address. The help desk software automatically creates a ticket from this email. Your support team can then track this ticket, assign it to the right person, and ensure it's resolved promptly. All communication related to this issue is kept in one place, making it easy to manage and refer back to if needed.
Help desk software is unique because it allows businesses to:
Centralise all customer communications
Automate routine tasks like ticket assignment and follow-ups
Track the status and progress of each support issue
Provide a knowledge base for customer self-service
Generate reports on support team performance and customer satisfaction
Best Help Desk Software for Your Business
Are you wondering what the best help desk software options are for small businesses? Here's a quick breakdown:
Freshdesk: Known for its user-friendly interface and comprehensive feature set.
Zendesk: Offers a wide range of customisation options and integrations.
HubSpot Service Hub: Great for businesses already using HubSpot's CRM or marketing tools.
Zoho Desk: Provides excellent value with a robust free plan for up to three agents.
Jira Service Management: Excellent for High-velocity Teams
Is Jira a Help Desk Software?
Jira, developed by Atlassian, is primarily known as a project management and issue tracking tool. However, Atlassian also offers Jira Service Management, which is indeed a help desk software solution. It's particularly well-suited for IT service management and for businesses that already use other Atlassian products.
Benefits of Using Help Desk Software
Using help desk software has various benefits for your business, such as:
Improved response times: Automated ticket routing and prioritisation help ensure issues are addressed promptly.
Enhanced customer satisfaction: Consistent and efficient support leads to happier customers.
Better team collaboration: Support agents can easily collaborate on complex issues.
Data-driven insights: Analytics and reporting features help you understand your support performance and areas for improvement.
Cost-effective: By streamlining processes and improving efficiency, help desk software can help reduce overall support costs.
Scalability: As your business grows, help desk software can easily scale to handle increased support volume.
Best Practises for Using Help Desk Software
Incorporating the following best practises into your help desk strategy can enhance your support team's efficiency, drive customer satisfaction, and create a positive support experience:
Choose the right solution for your business size and needs.
Integrate with your existing tools like CRM and communication platforms.
Leverage self-service options by creating a comprehensive knowledge base.
Train your support team thoroughly on using the software.
Use automation features to handle routine tasks and enquiries.
Regularly review analytics to identify areas for improvement.
Customise the software to match your brand and support processes.
Choosing the Right Online Help Desk Software
When selecting an online help desk solution, consider the following factors:
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Security | Ensure the provider offers robust data protection measures |
Uptime Guarantees | Look for providers with high availability and reliability |
Mobile Support | Check if the software offers mobile apps for on-the-go support. |
Customisation Options | The ability to brand and tailor the interface to your needs. |
Integration Capabilities | Seamless connection with your CRM, communication tools, and other software |
The Future of Help Desk Software
Which help desk software trends do you need to keep a keen eye on? Let's look at some top trends shaping the future of customer support:
AI and chatbots: Artificial intelligence is being integrated into help desk software to handle routine enquiries and provide 24/7 support.
Omnichannel support: Help desk solutions are evolving to provide seamless support across all channels, including social media, messaging apps, and video calls.
Predictive support: Using data analytics and machine learning, help desk software will be able to predict and prevent issues before they occur.
Increased personalisation: Help desk solutions will offer more personalised support experiences based on customer data and behaviour.
Integration with IoT: As more devices become connected, help desk software will need to handle support for a wide range of smart devices.
Conclusion
Not long ago, customer support was all about phone calls and emails, but now that's changing. Businesses are always looking for new ways to improve their support processes, and help desk software meets those needs.
Whether you're considering implementing help desk software for the first time or looking to upgrade your existing system, the key is to choose a solution that aligns with your business needs and goals. With the right help desk software in place, you can streamline your support operations, boost customer satisfaction, and ultimately drive business growth.
Remember, the best help desk solution not only meets your current needs but can also adapt and scale as your business evolves. As an Atlassian Gold Partner, onpoint is uniquely positioned to offer expert guidance and support for Jira Service Management (JSM). Whether you're starting from scratch or looking to optimise your existing setup, our team is ready to help you leverage JSM to its full potential.
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