The function of help desk software as a whole is that it is a tool that is used by businesses today, to simplify their help desk processes whilst increasing productivity, efficiency and maintaining customer satisfaction. It is a valuable product to deploy in your company because the overall perception of your business, if help desk software is implemented and used correctly within your business will be extremely positive as it has a constructive effect on both your Help Desk Professional and customer.
When deciding who the key stakeholders are in terms of help desk software, it is important to understand who will be influenced by the help desk software the most. Arguably, the key stakeholders include your customers, your Help Desk Professionals, managers and the overall business itself. We will now discuss what benefits theses parties would gain from help desk software.
Advantage for Customers
Debatably, the group of people who will receive the most benefit from help desk software is your customers.
The main reason for this is that customers can have a single point of contact to go to when they encounter a problem or an issue. As the help desk software is accessed online, the chance of their enquiry becoming lost within paperwork or verbally distributed around the office starts to disappear.
Additionally, another benefit for your customer with regards to help desk software is that you will be able to develop a knowledge bank for your customers to use. The knowledge bank is a collection of commonly occurring problems that your customer may face on more than one occasion.
Your customer is able to log into the help desk software, use this tool, identify and solve the issue themselves, thus saving yourself both time and, more importantly, money whilst giving a positive customer experience.
Advantages for Help Desk Professionals
The second set of people, who would reap the benefits from help desk software, is the team of people that will actually be using the software itself. Your Help Desk Professionals would benefit from this because they will also have a single point of access, but in a slightly different scenario to that of the customers. Let me explain, the operatives will be able to log into a single system (the help desk) and have a look at what queries have been placed by the customer, action them or assign the correct person and then log back out.
Furthermore, the queries are detailed within the help desk software and this means that your employee’s email inbox will not be clogged full of emails, waiting to be actioned. In essence, it just allows for your Help Desk Professionals to organise their workload accordingly and make their work practices that bit better.
Help desk software again proves advantageous to the operatives, as many of the processes are made automatic, thus removing the chance of error, which makes solving their customer’s problem a more efficient procedure.
Advantages for Managers
Managers are also gain an advantage when it comes to introducing help desk software within their company. Managers are able to generate reports quickly, to assess how their staff are performing as Help Desk Professionals, additionally, they are able to analyse frequently occurring customer problems and whether or not the Help Desk Professional is providing satisfactory service.
Managers are able to use the help desk software as a tool to oversee their employees overall performance.
Advantages for the Overall Business
Help desk software is definitely advantageous for the business as a whole. The reasons for this include lowering overheads, more efficient staff, better usage of their time and a better overall reputation for the company, which results in the most important thing, a happier customer base, which in turn goes a long way with both the acquisition of new customers as well as retaining old, established customers.
Overall, there are definite advantages to investing in help desk software for all stakeholders involved. Common benefits for all interested parties include saving time, increases in efficiency, automated services as well as many other plus points.