Customer service is one of the most important parts of any business. If your customers or employees can’t access areas of your business due to technical problems, then this will often cause major disruptions to your workflow. Here are a few features to look for in internal help desk software that will enhance your service capabilities.
Employees and customers are going to want to access the IT help desk software from a variety of different platforms, especially if you have a Bring Your Own Device policy at work. This is why it’s a good idea to have the software work with Internet Explorer, Safari, Google Chrome, and Firefox, as well as other smartphones and other desktop browsers.
It also helps to have cross platform compatibility for Windows, Mac and Linux, as well as third party integration for tools like Gmail, Yahoo, Exchange and so on.
The best kind of internal help desk software is the kind that comes with service options. This is because this is one of the only effective ways to make sure that you have 99% up-time for your customers.
After all, having a help desk doesn’t help if customers can’t access it right when they need it.
Making it so that you have to handle all tickets manually is something that really slows down help desks. It helps to have an automated ticket system for keeping track of everything. Another useful feature is if a program comes with ticket templates.
Tickets are often going to fall into particular categories after all, so having templates can help your employees out when it comes to sorting out the tickets.
If you want more information about effective help desk solutions, please contact us.