What is a help desk software?
Let’s say you are an online retailer selling sportswear on your website. You probably get a lot of queries from customers - questions regarding size issues, what materials the clothes are made of, shipping costs, expected delivery dates, refund requests and so on. They may not just want to email you but might also tweet about you or post on your Facebook page or prefer to chat on your own website with one of your representatives. Whatever be their mode of communication, they expect you to be there and address their concerns. If they begin a conversation on Twitter but suddenly switch to phone, they still expect you to connect the conversations and be able to answer their question. That’s where a helpdesk software can help you.
So if you are a online retailer, let’s say selling sportswear, a helpdesk software will help you store all the queries coming in from multiple places. You can automatically categorize and prioritize them and respond as necessary.
Let’s say a customer emails you to ask when a particular brand of sneakers will be available. You say it will be available again only during the fall season, which is three months away. If the customer contacts you again on Twitter in three months, your helpdesk software will provide you the context of the previous conversation so you know in advance what the customer is going to ask. You can use this knowledge to respond to queries accordingly or even be proactive with your answers. Your help desk software can also seamlessly merge these two conversation threads across Email and Twitter so it is easier for you to manage without having to switch between tools. But the customer will still get the response on the channel they want - which is Twitter in this case.