The market is deluged by service desk and help desk systems. These systems have become popular around the globe with proved ends up in improving brand loyalty, consumer satisfaction, and profits. Are you looking for a good help desk system too? These are some features that are critical in a good help desk system - paid or free.
Dashboard capabilities - Find a system that comes with a dynamic dashboard offering management reports that are pre-configured. These reports should display - in an easy-to-read manner - key analytical info of your firm's service desk performance and operation. Such analytic info provides help in implementing improvements. Naturally, the dashboard should have customization options too in order that you can tune it to meet your specific business wants.
Efficient event management - Interruptions in service are always unplanned. There could be sudden drop in the standard of a service as well. Look for a system that can let you report such interruptions right away thru a buyer panel, e-mail, or phone. Some of the finest systems in the market permit clients to specify, prioritise, and allot all Problems to the right resolution group quickly and easily. Automatic notifications, escalation procedures, SLA management, and monitoring of service desk quality and performance are essential features to look for.
Management of Problems - One problem could affect several users. Problems can be linked with a single incident or one or two incidents. Features for seamless and efficient categorization, prioritization, and assigning of issues is vital. Help desk systems should allow straightforward closure and resolution of all linked incidents when the single problem linking them is clarified.
Attendance to requests - Most often, users come up with standard requests. An efficient help desk system should offer a request channel for standard services with customized approvals that may be pre-defined.
Apart from these features, choose a help desk system that provides a self service consumer portal so that users can raise tickets and review the status of these tickets in the process of resolution. Self-repair solutions should be available to the buyer through this portal. The portal should also allow purchasers to buy new services. This helps with reducing purchaser calls.
Some great help desk systems - even of the free variety offer measurements of successes in processes, team capabilities, service performances, and so on. These analytical tools should be inbuilt in the system, and you should not be charged extra for them. Some systems also offer multi-lingual support.
Dashboard capabilities - Find a system that comes with a dynamic dashboard offering management reports that are pre-configured. These reports should display - in an easy-to-read manner - key analytical info of your firm's service desk performance and operation. Such analytic info provides help in implementing improvements. Naturally, the dashboard should have customization options too in order that you can tune it to meet your specific business wants.
Efficient event management - Interruptions in service are always unplanned. There could be sudden drop in the standard of a service as well. Look for a system that can let you report such interruptions right away thru a buyer panel, e-mail, or phone. Some of the finest systems in the market permit clients to specify, prioritise, and allot all Problems to the right resolution group quickly and easily. Automatic notifications, escalation procedures, SLA management, and monitoring of service desk quality and performance are essential features to look for.
Management of Problems - One problem could affect several users. Problems can be linked with a single incident or one or two incidents. Features for seamless and efficient categorization, prioritization, and assigning of issues is vital. Help desk systems should allow straightforward closure and resolution of all linked incidents when the single problem linking them is clarified.
Attendance to requests - Most often, users come up with standard requests. An efficient help desk system should offer a request channel for standard services with customized approvals that may be pre-defined.
Apart from these features, choose a help desk system that provides a self service consumer portal so that users can raise tickets and review the status of these tickets in the process of resolution. Self-repair solutions should be available to the buyer through this portal. The portal should also allow purchasers to buy new services. This helps with reducing purchaser calls.
Some great help desk systems - even of the free variety offer measurements of successes in processes, team capabilities, service performances, and so on. These analytical tools should be inbuilt in the system, and you should not be charged extra for them. Some systems also offer multi-lingual support.
About the Author:
Get your free help desk software that is feature packed, easy, intuitive and prepared to be used right from the box. Get your free account in one or two minutes here http://www.vanilladesk.com. Remove guessing from determining how much billable work has been done for your customers. Use our worklog functionality to backup the numbers in your billing statements.
No comments:
Post a Comment