5 Help Desk Software Tools Aimed At Increasing Your Customer Care Excellence

Troubleshoot a multitude of inquiries coming from various sources and make your customers feel cared, pampered, and unique by using the right help desk software.

Customers’ satisfaction and loyalty are the top priority for all the businesses regardless the size and industry they compete in. One of the ways to keep patrons happy is to provide them with excellent service and support. Help desk software is an application meant to process all the tickets and help requests raised by both customers and employees out of the IT department. A properly chosen helpdesk system drives many benefits to organizations, for example, it can:

  • automate issue resolution workflows;
  • track the statuses of cases;
  • reduce manual operations associated with the case management;
  • promote consistent interaction between members and customers;
  • provide 24/7 customer support;
  • generate extensive customer analysis to empower enterprises to keep pace with market trends and consumers’ demands;
  • detect hitches in a company’s processes giving an immense scope for overall business improvement.

Though a help desk platform can be very advantageous by putting entire customer service management on autopilot, still it very difficult to select the best solution as there are too many helpdesk vendors and offering an ocean of options. To ease this problem, we’ve prepared the list of the most advanced helpdesk applications whose amazing functionality outshines the rivals.

Bpm’online service

Mature and feature-rich, bpm’online is an exemplary helpdesk tool. A combination of intuitive workflow automation and sophisticated service tools make bpm’online one of the best instruments for tracking and managing both internal and external queries. The solution comes with ready-to-go business processes for the top-level service management and omnichannel communications. This kind of cloud helpdesk software makes it possible to manage different requests and automate service activities with the aid of inbuilt processes. Bpm’online allows service technicians to work in a unified environment to handle an ever-increasing number of tickets and requests, manage issue queues, and deliver personalized care. To suit the needs of an any-sized company, such an application is available in two configurable editions – Customer Center and Service Enterprise, and each of them is loaded with record-breaking functionality:

  • Business process management and automation
  • Case, problem, and change management
  • Comprehensive customer view (CRM)
  • Contact center
  • System customization
  • Data migration and third-party integration
  • Inventory management and service/product portfolio
  • Knowledge database
  • Multichannel communications and support
  • Queue management
  • Release management
  • Self-service portal and community forum
  • SLA management
  • Social networks tie-ins

TeamSupport

A competent helpdesk system, TeamSupport deserves to give it a try. This sort of software provides all essential tools to encourage better staff collaboration and organization. An advanced contact database is meant to track and view customer details and interaction history. Integrated inventory management capabilities allow for keeping tabs on goods/services. A shared calendar and auto task assignment promote quick incident resolution.
A smart customer service portal and community forums are designed to fit well into a company’s website and provide visitors with a day-and-night support. To reap these benefits, cloud-based TeamSupport features:

  • Customer management
  • Ticket handling
  • Products and inventory
  • Social collaboration
  • Visual customer support
  • Reporting and analytics
  • Customer self-service

Revelation help desk

Complete and thorough software, Revelation can serve as a central incident hub by providing several paths for submitting and resolving cases: a live chat, web form, email or phone. This web-based product helpdesk can automatically convert emails and live chat transcripts into tickets and instantly delegate them to an appropriate person or group according to the predetermined workflow rules. It also is capable of generating tailor-made reports and stats so that the support professionals get better informed about potential business risks or process insufficiencies. Powerful messaging features allow the staff to communicate and share information/files directly through the system. The key modules of the Revelation help desk are:

  • Multichannel customer support
  • Mobile interface
  • Ticket capturing and escalation
  • SLA tracking
  • Automated case management workflows
  • Project tracking
  • incident statistics and productivity insights
Cayzu

Bringing a decent set of helpdesk tools for customer service and support, cloud-hosted Cayzu is the right choice for small-to-medium firms conscious about professional case management. This online platform can be used to stay connected with clients/partners and address their requests arising from multiple channels. Built with simplicity in mind, the software may become a real time-saving tool for the service people as it offers:

  • Powerful ticket management
  • Mobile access
  • End user portal branding
  • Workflow automation
  • Real-time insights
  • Knowledge base
  • Asset management
  • Rules management
  • Help desk API
Mojo Helpdesk

A clean and snappy ticket platform with great potential, Mojo centralizes, assigns, and tracks support/service requests as effectively as the big-name helpdesk softwares. This program can boost overall productivity by offering a full suite of tools to report on the response time, evaluate the customer satisfaction, give immediate answers to the queries, manage contact and asset information, and automate case resolution processes. To enable service staff deliver great customer experience, Mojo incorporates:

  • Customer help center
  • Ticket management
  • Google apps integration
  • Reporting and dashboards
  • Time tracking
  • Mobile view
  • Business rules management and workflow automation
  • REST API
  • User management

 

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1 Comment

  1. Wienk says

    Very nice article. I absolutely love this website. Keep writing!

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