In relation to helpdesk software program, there are some absolute non-negotiables – bins that one of the best options on the market merely must tick.
Providing the total gamut of providers that any enterprise might need from a helpdesk resolution, from discipline service administration, AI chatbots, omnichannel help and extra, Freshdesk is among the main choices round at this time.
Right here’s a rundown of the ten most essential options to look out for when buying new helpdesk software program for your online business – and why Freshdesk may very well be the choice for you.
Electronic mail conversion
It’s very important to have the ability to convert emails obtained by the help group into tickets that may be tracked simply. Possession of tickets can then be assigned, sure tickets might be dropped at the entrance of the queue and backbone deadlines set.
Name heart performance
Most companies searching for a brand new helpdesk resolution will want name heart performance. One of the best software program permits corporations to obtain, switch and document buyer calls with ease.
Reside chat is a vital choice for helpdesk software program, as a result of some prospects will at all times favor to work together through textual content than over the cellphone. Typically, that is additionally the quickest strategy to resolve easy queries, and ensure the shopper stays joyful.
AI chatbots play an important position in making certain resolutions are met as shortly as doable, whereas additionally minimizing the burden on helpdesk workers. One of the best AI chatbots are all about participating the shopper, slightly than merely deflecting them.
Freshdesk is powered by Freddy AI, which robotically delivers correct and succinct responses to buyer queries with none enter from real-life brokers.
Freddy AI is equally common amongst brokers themselves, who’re freed as much as sort out solely an important or advanced tickets.
High helpdesk software program makes speaking with prospects throughout the total vary of channels easy – whether or not that’s through social media, e-mail, textual content message or phone.
Freshdesk makes it easy to switch between these channels and brokers are afforded a full timeline of exercise, so won’t ever must ask the shopper to repeat themselves.
This stage of context additionally permits workers to take a extra proactive strategy to fixing prospects’ issues, which isn’t an choice with much less subtle options.
Discipline service administration
When buyer queries merely can’t be resolved remotely, you’ll have to depend on your discipline brokers to come back to the rescue.
Freshdesk is the one helpdesk software program with superior field service management amenities that can help you arrange brokers into service teams, assign service duties and schedule visits when it most fits the shopper.
The sphere technicians themselves, in the meantime, can talk seamlessly with office-based group members and likewise replace timesheets and repair duties on the go.
On-line question submission
An e-mail help handle is a vital choice, however many purchasers favor to submit tickets through their net browser for ease.
Freshdesk provides a totally customizable widget that attaches seamlessly to any web site, funneling prospects in direction of present help supplies, monitoring frustration ranges through click on evaluation and offering a easy strategy to submit queries.
Clever ticket project
It’s essential to not overload helpdesk brokers – particularly if they’re new to the job – and one of the best helpdesk software program will allow you to handle workers workload to perfection.
Clever ticket project amenities robotically funnel duties to brokers primarily based on an evaluation of present workload and the person’s historic effectivity ranges.
Time- and event-triggered automation
Introducing as a lot automation to the helpdesk as doable frees up brokers to offer the best doable worth.
Time-triggered automation performs ticket actions primarily based on the period of time that has handed since the latest motion occurred, whereas event-triggered automation instruments enable companies to execute yet one more a number of ticket actions after a particular occasion happens.
To enhance the efficiency of your helpdesk, the flexibility to research efficiency is totally crucial.
With Freshdesk, you may generate experiences on particular brokers or groups primarily based on an entire host of various metrics – and these might be scheduled to look in your inbox periodically. In the event you’re after essentially the most up-to-date efficiency information, you can even monitor your brokers in real-time through a easy dashboard.