The support service of the system that is installed on the site is an important step in setting up customer support for the company. Proper organization will help the team consistently create a quality customer service platform. Therefore, the creation of the Help Desk system begins with the establishment of a corporate quality standard.
Software selection
In order to find the best software, they study the software capabilities and compare the results with the requirements of the company, which it presents to the information department. The basis for this work is the company's customer policy for excellent customer service.
To ensure a standard of service before installing Help Desk, you need to answer a number of questions:
- The capabilities of the existing customer base of the company.
- The presence of customer experience and technical help.
- Support group experience.
- Customer service tools for the IT department of Help Desk.
Each customer base is formed by the requirements of the company. It is usually classified into groups:
- Preference for communication - e-mail or using self-service tools.
- Response time - within an hour or a day.
- Waiting for customers from the company and how satisfied they are with the service.
- The experience that the company offers its customers.
- A form of perfect customer interaction.
- Use the website for help or the electronic form is preferred.
- The ability to quickly answer questions using self-service tools.
As a first line of customer retention, the company must be sure that it has the right tool for the IT department of the Help Desk system. The company help desk is understandable, convenient and attractive; it will save them time and effort in working with clients.
Customer service
Many small firms use mailboxes for all types of company contacts, which means that their support team of one or two people processes everything from trade contacts to domain renewal notifications and promotional offers.
Years later, the customer base is expanding so much that it overloads the mailbox, which means it's the perfect time to think about streaming this data to a separate mailbox or automate it using workflows.
The first signs of the need to install Help Desk:
- The problem of enterprise feedback with the buyer.
- The problem of customer service growth.
- There is a team of IT professionals who can manage the desktop system.
Regardless of which Help Desk system software is selected, it should help establish the type of service required. If you have any difficulties, specify the selection parameters. To do this, create a list of basic functions and available features, offer support, specify the tasks of customer service, which are sorted by direction.
Key Support Features
Support software must have all the basic functions and key requirements.
Specialists are working to make this list for the first condition as short as possible. Functions that sound good on the list, but are poorly implemented or rarely used, interfere with good service, leveling the merits of the Help Desk application accounting system.
By focusing on the basic requirements, you can reduce the amount of work needed to choose the best fit and provide more time for testing help desks with a list of tasks.
Evaluate each function and classify it as important or non-essential:
- The location of the function, whether it should be built into the help desk or whether you can connect a separate tool that performs the work of the Help Desk application accounting system better.
- Legal requirements that must be met, such as data storage and privacy controls.
- Value feature for customers.
- Technical requirements to satisfy, for example, data format and availability.
- The ability to connect additional products or services.
Formation of the help desk model
After the analysis, any products that do not cover the necessary functions directly or through tight integration can be excluded from the review. The next step is to create an assessment team to check the shortlisted help desks.
Create a support team to evaluate Help Desk ticket system software. If the certificate is formed in a very small company, the assessment team can only be represented by its head. If the company has many specialists, we recommend the following composition:
- One person for junior customer service.
- Several experienced support users.
- Manager or senior manager.
The combination of their capabilities and experience will make it possible to qualitatively determine whether the Help Desk service is really suitable for the organization. It is recommended that the entire evaluation team study the same aspect of the program at the same time.
Effective reference testing should be tough, because testing will never create conditions equivalent to all the requirements of customers in real trading. For greater consistency with reality, it is recommended that you use the help materials of other desktops to find out how customers of different help services talk about what they like about the software.
User interface test
The customer service team will use this tool constantly. Therefore, the convenience of the user interface is very important, how easy it is to constantly use it, how quickly it loads, and how quickly and efficiently customers can find the answer. The software of the support service that will be selected should not cause any special difficulties in the work of the team, allowing employees to direct all their qualifications to help customers purchase goods, and not to solve internal problems.
No less important is the scalability of the project, whether this decision will develop as the business grows. It is also necessary to study the reporting parameters. Testing reports is difficult to do when there is no real data to compare. Demo accounts can give an idea of what can be done in the program.
Reliability and Support Priority
This is a condition that must be agreed upon before purchasing the software. You need to have clear answers to a number of questions. For example, who will assist the support group when a failure occurs in the help desk system, when the process is complicated, or when it needs to be improved. You need to not only know which support channels are available, but how quickly they will help and how competent the teams that will provide assistance.
Each software product "experiences" difficulties, but some companies are better than others to find a way out of these situations. To determine the level of emergency service, sample requests are offered to each support team and they compare how timely, useful and friendly the answers are.
When a company cannot help its customers on its own due to problems with the help desk, a responsive, informed software support team is extremely valuable. You can browse through the channels of their social pages to find out how sensitive and communicative they are when problems arise. In addition to your own trial and error experience, you can use external reviews and opinions to make your choice.
Factors to consider when choosing software:
- Cost - this can be a decisive factor when choosing. Thanks to cloud technology, there are many great options that are not expensive.
- Popularity. Pay attention to the types of companies that use the software. For example, some may be more attractive to companies in the food service industry, while others may work well for financial companies. The type of business plays a big role in choosing.
- Power of attorney of the supplier. You need to find information about the contract or agreement that you want to sign. Find out what types of insurance they offer customers. For example, is there a period of time when you can get a full refund if the program does not suit you.
Table Switching Plan
When the choice is made, make up a plan for including the desktop. This can help to get rid of a lot of trouble afterwards. Questions for planning:
- The need to update contact forms.
- Does the database require the use of new Help Desk tools and Russian support.
- Does it require the creation of new workflows and automatic filters in the new software.
- Forms of team training for a new tool.
- Integration or reconnection options.
The software should have a guide for switching help desks, which will help prepare better for implementation. The transition to a new support service is a huge investment in a customer service team and, ultimately, in a company. A large list of functions is good, but it is better to choose software with a broader concept. Moreover, the cost of choosing a tool is high, so you need to find the time to make an informed decision.
Service Areas
Help Desk software is a set of programs that help the service quickly receive, process and respond to customer requests at various touch points. Touch point data includes phone, email, chat, and social networks. This allows you to centralize all information about customers and messages, so that employees can see the latest information in real time.
The software can be customized for use in almost any industry, whether it is sales, consulting or customer service. Support software is designed for any company that wants to improve their customer support.
High-performance service teams are 4 times more likely than others to have outstanding or very good capabilities in servicing mobile clients, social responsiveness, as well as in multi-channel sources.
Comparison of reference models
Before a company can use the help software, you need to select the product that best suits your business needs. There are many excellent options for support systems on the Internet, and it is important to limit your capabilities by studying the overview of Help Desk-systems. The more the company will process customer requests, the higher their level of satisfaction, which means improving the system as a whole. In the end, such customers often become loyal, so they need tools to get the necessary help.
The main component of help software is security. The customer database contains personal information of customers, including their names, addresses, passwords, payment information. The software you select must be reliable and must also be certified by Swiss Safe Harbor, a certificate from the United States or the European Union.
Given the value of the software provided by the support service, there are a number of vendors who have developed their own software to fill this particular niche.
Popular desktops 2018
A review of Help Desk-systems is carried out without fail before choosing a system, today information about them is in the public domain. Here are the best user reviews in 2018:
- Jira Service Desk - is the best innovative help desk software service designed for any user. The level of knowledge of the IT administrator of companies to set it up is elementary. All he needs to do is to link automation rules, SLAs, real-time process reports and IT-certified processes, such as incident management, problems and changes. The program provides good service at a low cost and quick installation on site.
- ServiceDesk Plus provides everything you need to have a full-featured technical support service. Help Desk review is available for both On-Premise and On-Demand.
- LiveAgent is considered the most modernized and No 1 Rated Help Desk for SMB. BMW, Yamaha, Huawei, Orange and Forbesfone use LiveAgent to provide users with services with 150 million customers worldwide. You can start with a 14-day trial. LiveAgent is a multi-functional multi-channel help software with 170 help functions, chat connection, help in the telephone, integration into public schemes, help portal and API.
- Vision Helpdesk provides customer service devices — help software, multi-channel satellite help. Help IT IL / IT SM PinkVerify Certified. Work on search queries. ALL HOW allows you to edit various channels, such as e-mail, web-forms, Twitter, Facebook. Helpdesk is used by 15,000 companies worldwide.
- Premium Live Chat and Help Desk - software for advertising company products. LiveChat turns help teams into customer support services. Buyers get their questions answered within seconds. About 25,000 companies from more than 150 countries use LiveChat services.
Personnel relaxation criterion
The order accounting system was deliberately created to improve the quality of the centers. Using this system will make the company a favorite of the market. And the matter is not only in the economical attitude of the company owner to his own budget. The main thing is that if employees are satisfied with the working conditions, they act better than tired and hoarse at the end of the working day, therefore a properly organized order system is needed.
HelpDeskEddy verifies customer requirements and describes how to deal with them. Since some of the requests from customers are stereotyped, product owners have every chance to learn how to figure them out without the help of additional staff and to respond to them taking into account information about product balances in the warehouse, HelpDesk reduces the staff load. They can only answer atypical questions. The system pays attention to customer requirements around the clock and in unlimited quantities.
Software installation using HESK as an example
Before installing the system, you will need to get the MySQL database information.
Help Desk installation steps:
- Transfer FTP to the server’s shared folder, where the rest of the company’s website is located. The shared folder is usually called public_html, www, sIT e or htdocs.
- Create a new folder in which HESK is installed. Come up with a name, for example? helpdesk or support. Example: / public_html / helpdesk. Corresponding URL: example.com/helpdesk
- Upload all HESK files to the server. PHP files must be transferred in ASCII mode and images in BINARY mode. Most FTP clients automatically select the correct transfer mode, so there is no need to worry about it.
- Open hesk / install in a browser, for example, example.com/helpdesk/install, the HESK installation script will be launched.
- Click INSTALL HESK and follow the instructions.
- Read the HESK license agreement and agree to the terms.
- Check the setting. The script will check the server to make sure that all the necessary settings are correct.
- They are tuning the MySQL database, the installation script will check them. Before installing the Help Desk open source system, you need to get the correct MySQL database from the hosting company.
- Configure the database tables, the script will install the MySQL tables.
- Click on the “Continue” link in the installation script or “Open the administrator’s folder in the browser”, for example: example.com/helpdesk/admin/.
- Click the “Settings” link in the top menu to go to the Help Desk support page.
- Get acquainted with all the available settings. Most of them should be clear.
- For more information about each setting, press [?] To get help on the current setting.
- Click the “Save Changes” button at the bottom of the settings page to save the settings.
Help Desk Reviews
Programs do not know what exhaustion is, in this they are all alike. In the modern world, hundreds of thousands of enterprises have moved and successfully apply in their business. Here are some of the feedback from users of the system as a result of the study of social networks:
- Order accounting systems increase customer feedback and guarantee the maximum return on staff work.
- Help Desk (BIT rix24), , , - .
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Thus, having examined the overview of corporate Help Desk systems, we can conclude that any help desk can be successfully configured at the enterprise and perform functions to demonstrate all types of commercials, provide real-time assistance to their customers via phone, email, chat, which very convenient and allows the company to succeed.