What are some essential features you need in a free online help desk software?
Multi-channel support
A free help desk software should allow you to respond to customer inquiries from basic support channels like email, social media, help widgets, or your website from the convenience of a single window. You don’t have to constantly remind yourself to check these different channels for customer inquiries.
Ticket management
The help desk platform you choose should act as a robust support ticket system with functionalities to easily create, tag, and assign tickets to the right team member. Your support agents should be able to view the tickets assigned along with their priority and status to know which customer issue to tackle next.
Ease of use
Being on a tight budget, you’ll probably not be able to spend much on training and upskilling your support team to use a help desk tool. So it’s a huge advantage if the help desk software you choose has a simple and user-friendly interface that your service agents find extremely easy to use without any handholding or elaborate training sessions.
Self-service capabilities
88% of customers expect companies to have an online self-service portal, revealing customers’ intent to resolve queries by themselves quickly. Since your help desk would receive a ton of customer questions, the ability to host a knowledge base on your web-based free help desk software is a handy feature.
Reporting and analytics
Certain free plans of help desk software completely neglect reporting features. However, help desk reports enable you to validate your team’s performance, ticket trends, and customer happiness. This data will enable you to make decisions that are best suited for your customers and ultimately, your business.