Customer support is one of the most crucial aspects of a business. Only when you’re able to help customers navigate their way through difficult experiences smoothly, will you be able to win their confidence and trust. This is where a helpdesk software comes into the picture. An effective helpdesk streamlines how you communicate with your customers and respond to their problems. It brings customer queries from multiple channels such as email, phone, chat, and social media into a single, unified location, making it easier for your agents to provide contextual answers. A helpdesk also has a plethora of additional features that will help improve agent productivity, enable customers to better self-service, automate assignment of tickets, get important insights into team performances, and much more.
A helpdesk solution can either be on-premise, or can be delivered over the internet on the cloud. In the following sections, we’ll take a closer look at their definitions, and the key differences between their operation and maintenance.
A cloud-based helpdesk is delivered over the internet, similar to a website. It is hosted on an external server, and can be accessed anytime, by agents and administrators with the help of a web browser on any device.
An on-premise helpdesk software is installed on a business’s own servers in their respective location or premises. It gives organizations complete control over the hardware configurations, security features and more, and requires them to bear the costs for its maintenance and updates.
If you’ve decided to go for a cloud-based helpdesk and feel it will be a right fit to handle your customer service requirements, there are a few questions you need to ask yourself before deciding on the best solution.
It is extremely important for your helpdesk to be easily accessible with well-distinguished modules and simple navigation options. Look for a solution that combines ease-of-use with strong functionality, where you wouldn’t have to train your team extensively, to perform basic operations.
One of the main reasons people opt for a helpdesk is to unify their different channels of communication under a single umbrella. Find out if the helpdesk of your choice is capable of omnichannel support wherein customer queries via email, phone, chat, and social media can be accessed within a single, common location.
As your business scales, you will need to scale your customer support as well. For larger teams, helpdesks with basic features might not make the cut. They might look for a more enterprise-specific feature set like a Sandbox test environment, audit logs, custom SSL certificates, and others.
You will have certain processes and tools in place for specific business operations. For example, you might be using a CRM to store and manage customer information, a marketing automation tool to send out emails and promotional campaigns, and an invoicing tool to take care of your finances. While choosing the ideal cloud helpdesk software, ensure you verify that it supports all the integrations you need.
Price is a key differentiating factor when you have to make a choice between equally capable helpdesks. Sign up for free trials with a number of helpdesks and opt for the solution that offers the best price-to-performance ratio. While you’re making your decision, ensure you are aware of any fine-print or hidden costs.
Use Freshdesk’s knowledge base to make it easy for customers to find answers without having to reach out to your support team for every minor concern. Populate your knowledge base extensively with solution articles, frequently asked questions, and more.
Freshdesk makes it a breeze to collaborate with internal teams and resolve customer issues faster. Our powerful collaboration suite lets you perform actions like sharing ownership of issues, splitting customer tickets into smaller sub-tickets and having team discussions right inside the ticket thread.
Freshdesk helps automate routine tasks to improve the speed and efficiency of responses. From assigning tickets to a particular agent, creating preset responses for frequently asked questions, to defining escalation rules if deadlines aren’t met, you can do it all.
Keep a close eye on the performance of your support agents and increase individual accountability using Freshdesk’s in-depth analytics. Get a bird’s eye view of all the necessary helpdesk information and drill down deeper to spot bottlenecks and improve processes.
You can extend Freshdesk’s capabilities by integrating with a multitude of apps from our Marketplace. The apps are spread across various categories and help bring different business functions together.
Freshdesk offers 24x7 email support and 24x5 phone and chat support with all its pricing plans. You can shoot any question at us and rest assured, our support team will be with you right away.