There are multiple benefits that are associated with using a web-based application. This is especially true if it helps your company develop a knowledge base, which is a kind of forum that has the answers to common problems that your customers may face. At the same time, your customers and users can also report different incidents and manage various assets.
A great benefit of having such a knowledge forum is that the customer will search for answers to more common problems rather than wait for someone from customer support. The customers are given the power to discover any relevant information they wouldn’t have typically had the opportunity to access. These forums can also help them create a service request when they cannot find the answer they need.
Cloud-based software converts customer queries into tickets to resolve them in one place.
- Prioritizes, categorizes, and assigns tickets
- Issue resolution through team huddle, shared ownership, and parent-child ticketing
- Increases team productivity
- Unifies communication on all the channels for leveraging support
- Customizable workflows
- Key features available at higher prices
Benefits of an IT help desk with a self-service portal for your employees When an IT help desk has a self-service portal, your employees will be able to enjoy a little peace of mind. The office will be much quieter as there will not be as many calls that come in from the customers. Fewer calls mean fewer help desk tickets; this is a significant benefit if it is fast growing.
The self-help portal will help divert many customers to the knowledge base, which will, in turn, allow the customer to find a solution to the problem that they may have faced. If there is a reason why they cannot find that solution, the request gets automatically diverted to a representative who will solve the issue.
A benefit of having this system is that your employees will not be held up to solve simple issues and can focus their time and energy on more complex problems on hand. It also helps improve the workflow of the operations team.
An added benefit is that the company will have less overhead costs when they encourage their customers to help themselves instead of hiring more customer support agents to meet the growing demands.
How customers benefit from an IT helpdesk self-service portal?
A problem doesn’t usually have a specific time when it arises, and it can occur at odd times when there is no customer support available. A self-service portal is always within reach of the customer, and they can easily get a clarification of the problem they may have. It is better to widely advertise your customer support portal as it will be easier to find and your customers will be satisfied that they can fix their problems the minute it arises.
The patience level of the customers has decreased now more than ever before. They want fast customer service; however, they are usually asked to hold for extended periods of time with phone service.
This makes them more agitated and likely to move on to your competition. By having self-help IT free helpdesk software, the customers have the tools to solve their own problems and can do so at the comfort of their homes with just their mobile devices or laptops.
More importantly, the customer is more self-sufficient, which allows them to resolve their problems faster and without clogging up the customer support lines. The customers become more appreciative of this service as it shows them you respect your time.
An associated benefit is that as the phone lines are not busy with simple issues, the representatives have more time to solve more complicated problems. The wait time is usually less than it previously was.
A sophisticated software form also allows the customer to track the issue when it is highly complex and needs more work. The self-help portal helps the customer log a complaint themselves and keep track of the activity, making it a more efficient system to work with.
Self-help portals help increase the customer satisfaction levels among customers, ultimately resulting in happy customers loyal to your brand. This is especially important now as the age of the internet has brought more businesses into the limelight and gives customers a choice of companies that provide similar services.
At the end of the day, an IT helpdesk ticketing software is handy to the company as it helps your customers get to know you better and gives them more information about the system.
At the same time, the customers can also give their valuable feedback about the service they have received, which can help you improve any service that is lacking. Simultaneously, forums allow the customers to support each other and the company at times of need, making it an efficient system.
An IT Helpdesk is a way of bringing your company to the next generation with Hi-tech software solutions that are entirely social media integrated and allows your customers to access it from anywhere at any time. Reduce your work and improve the quality of customer support you give to your customers with these kinds of software.