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Not All Help Desks Are Created Equal

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Not All Help Desks Are Created Equal

April 07, 2016

  By Michelle Amodio, TMCnet Contributor

The customer service industry has seen many evolutions as technologies have become more refined. With the advent of the omnichannel, agents are tasked with dealing with customers in a variety of ways, which is why not all software is created equal. Call center software is no longer about just the call center; it’s about live chat, social media interaction, self-service models, and more. If what you need is a true help desk, be mindful of what constitutes a help desk and what doesn’t.

Perhaps a good starting point is properly defining what makes a help desk. According to the experts at Team Support (News - Alert), a help desk is a service center that is computer or tech service-related. The help desk doesn’t always employ the technology to help with technical support-related needs. Help desk software should encompass all the requirements to fix the problem, not just one component.  

Knowing what those requirements are will vary based on who your target support customers are. Are you using help desk software to support internal employees or external software customers? There are solutions that cater to both, so it’s imperative to invest in the right solution that will yield the results that benefit your targeted demographic.

Are you a B2B or B2C company? Just like internal versus external support, B2B and B2C are two very different beasts. The latter will likely involve more support requests, thus requires a software to accommodate the influx of requests.

Help desk software acts as your support center hub, streamlining the facilitation of inquiry management and other vital support processes. With the ability to solve problems quicker, staff can boost productivity by assisting more customers.

Help desk software helps to ensure that the clients are happy and the support team is content, but only if the right solution is employed.

Whether you are running a small company or large corporate network, your business can’t survive without delivering quality support to your customers.  Help desk software can be a powerful tool that allows you to effectively manage relationships with existing customers as well as potential clients.

Edited by Maurice Nagle
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