DO WE REALLY NEED A BIG OR COMPLICATED HELP DESK ?
An ideal help desk is a resource intended to provide the customer or end user with information and support related to a company’s or institution’s products and services. The purpose of a help desk is usually to troubleshoot problems or provide guidance about products ( Wikipedia ). Help desk system helps in the proper management of the customer’s query. It also defines the conversion rate of your online business.
We have various help desk systems with multiple price range, offering different features to its subscribers. We always do extensive research while selecting help desk for our online business. We check for its functionalities, agent’s roles, mailboxes, workflow before deciding. We all get carried away by its huge features. But, my question is that we really need such a big or complicated help desk?
As per my opinion, we should select the help desk system as per our business. Suppose, you have a start-up, then you would need basic features like Mailbox ( which will automatically create the ticket of your customer’s query on your support system), Knowledge base ( A user guide that will ultimately lead to clearing all the doubts in the user’s mind regarding the help desk), Achievements ( which displays the rating of the customers regarding the support), Email Piping ( the customer can reply directly from their email and they don’t need to login to the ticket system), Agents ( Agents refer to the staff who will look into the queries of the customers and respond them with the proper solution).
Now, if you have all the above features, you are ready for offering support to your customers. Many help desk offers unlimited features to their subscribers. For most of the customers, it’s a boon and they will love it but for few customers, they will not understand how to make use of the functionalities offered by the help desk system. These extravagant features may be used when you have reached a particular sale target and when you have continuous customer flow then you need those features. Even the subscribers will get confused which will lead to frustration.
For the small size or mid-size company and for the start-ups, you can go with simple yet efficient help desk system so that your agents can understand the workflow well and can provide the supreme quality of support to the users. Now coming to the pricing, you will pay for the features which you understand at the initial level. What is the point of paying for the features which are not clear to you or your agents? When you invest your valuable money in something, you must extract all the functionalities for the betterment of your business.
There is a simple logic. Once you and your support staff know in and out of your help desk system then you can offer excellent support to your customers. There is one help desk which is suitable for large scale business and for small to a mid-scale business called UVdesk. I hope you enjoyed this blog. In case of any doubt, please mail us at firstname.lastname@example.org