Steps to Choose the Right SaaS Help Desk for Your Company

Selecting an ideal SaaS help desk is a crucial step in enhancing the customer service of an organization. Today, customers need to be heard and have their issues resolved quickly. Unfortunately, they often experience terrible customer service experiences. According to a Microsoft report, 60% of people worldwide have stopped doing business with a company because of a bad customer service experience.

You may have realized that email is ineffective for your business. Perhaps you are building a customer service team or launching your startup – whatever the reason, quality customer service is essential for creating great customer experience and building brand loyalty. 

Eventually, you will need a powerful ticketing system to run your help desk efficiently. However, there are so many support ticket system solutions available! 

The search for the right service desk software can take time and effort. This guide will help to select the right solution for your business.

What is SaaS Help Desk Tool?

If you are looking for a way to improve your help desk process, SaaS Help Desk software could be the answer. The right service desk software can mean the difference between success and failure, between satisfied and dissatisfied customers. This blog explores how choosing the right support ticket system can help you provide outstanding customer experiences.

Following are the guidelines for selecting the ideal ticketing system.

Why exceptional customer service matters?

Organizations committed to delivering exceptional customer service should start by setting up a customer service system. This system will form the basis of a customer-focused service culture. It’s essential to recognize the beneficial effects of outstanding customer care on your business and guarantee that the same high standards are met across all departments. 

For some companies, an indication of excellent customer service may be a customer leaving a 5-star rating for their overall experience. But for others, a more in-depth approach may be taken, such as analyzing ‘repeat customers’ or ‘loyal brand advocates’ as proof of superior customer service. With the correct system in place, you can look forward to developing a service culture that puts the customer first.

Employee and Customer Expectations

Customers’ expectations for customer service are continually rising. A recent survey revealed that 54% of customers demand more from customer service than a year ago. Your business must utilize various channels, a database, and a  SaaS help desk to meet these heightened expectations. Both service reps and managers need the right tools to reduce their efforts and streamline customer service processes. Before selecting a support ticket system, getting input from customer-facing staff and service agents is essential.

Prominent Features of a SaaS Help Desk

While selecting the ideal solution for your organization, you should always look for the following essential features of SaaS help desk software.

1- Problem Tracking

Problem tracking can also help improve customer service teams’ efficiency by providing a platform to collect and analyze customer data. This data can be used to identify areas in which customer service can be improved and to implement strategies that can help to reduce customer inquiries and issues. Additionally, problem tracking can help to identify trends in customer inquiries, allowing customer service teams to anticipate and prepare for future problems.

2- Ticket Prioritization

Ticket prioritization in the SaaS help desk is an important feature that allows users to assign priority levels to tickets and respond to them in the order of importance. It helps ensure that critical issues are addressed promptly and that less critical issues are handled afterward. 

When tickets are assigned priority levels, they are assigned to specific users or groups and can be set to be responded to in a certain order. It helps streamline the process of responding to customer inquiries and ensures everyone is on the same page. Ticket prioritization also helps reduce the time spent dealing with customer inquiries, allowing help desk teams to focus on the most critical issues first.

4- Shared Inbox

A shared inbox is a help desk software feature that allows multiple users to access and manage a single inbox. This feature allows various team members to collaborate on customer inquiries, assign tasks, and keep track of conversations. With a shared inbox, teams can quickly and efficiently respond to customer inquiries and provide consistent and timely customer inquiries. Additionally, shared inboxes can help streamline processes and automate customer service tasks.

5- Canned Responses

Canned responses are pre-written messages that can be used as replies in the  SaaS help desk. They are commonly used in customer service to provide quick and accurate responses to customer inquiries. Canned responses allow customer service agents to quickly resolve customer issues without manually typing out a response every time. In addition, canned responses can be customized and tailored to each customer, making them more personalized and effective. Canned responses can save customer service agents time and help them provide better customer service.

6- Group Collaboration

Group collaboration in service desk software is a powerful tool to optimize customer service. By enabling multiple agents to work on the same ticket simultaneously, response times can be drastically reduced, resulting in faster resolutions for customers. It also facilitates knowledge-sharing and facilitates problem-solving among agents, allowing for better collaboration between agents and customers that can foster trust and loyalty. Furthermore, with the ability to track and monitor every team member’s activities in real-time, tickets can be managed efficiently and effectively.

7- Intelligent Workflow

Service desk software can significantly improve workflow by providing a centralized system for tracking, addressing, and resolving customer support issues. It provides a platform to track progress and document the resolution of problems, preventing issues from slipping through the cracks. It can save time and resources, as the customer support team no longer has to search for and address each issue manually. Finally, by providing users with a single point of contact, a support ticket system can reduce the number of inquiries and complaints, allowing the support team focuses on more essential tasks.

8- Information Base

Best SaaS help desk typically provides an information base feature that allows agents and customers to search for answers to common questions. This feature lets agents quickly solve recurring issues without manually searching for the reply. The information base can be populated with frequently asked questions and other relevant information that can be easily searched. Additionally, the information base can be linked to knowledge base articles, allowing customers to access helpful information to resolve their queries. Service desk software’s information base feature can significantly reduce the time spent resolving customer queries, freeing agents to focus on more complex issues.

Different Factors that You Must Consider

When selecting a ticketing system, there are numerous elements to consider. First, consider the cost of the software and any additional features it may offer, such as customer surveys and analytics. Also, consider the software’s scalability to ensure it can accommodate your customer base as it grows. Lastly, evaluate the user interface and its compatibility with other applications or services your organization may use. Considering all these aspects, you can make an informed decision when selecting the ideal support ticket system.

Prepared to Take Your Ideal Help Desk Home?

If you are looking for feature-rich yet cost-effective service desk software, your search ends here. WorkHub Tasks is an AI-driven task management system and has been designed to make each help desk interaction more meaningful and rewarding for your employees and customers. Many businesses trust WorkHub Tasks for providing a streamlined and secure ticketing system to complete the work easier for their team. Before settling on a support ticket system, make sure to discuss it with your management team and understand their needs. Do not compromise on security, and compare features with other tools. With WorkHub Tasks, you can rest assured that your team will have the right tools to resolve customer issues quickly.

Conclusion

Today’s clients need their voices to be heard and their issues to be resolved quickly. Unfortunately, they often need to get the customer service experience they desire. According to a Microsoft report, 60% of people globally have stopped doing business with a company due to poor customer service experience.   

Whether building your customer service team or launching your startup, quality support is essential for creating exceptional customer experiences and building brand loyalty. Eventually, you’ll need powerful customer support software to run your help desk efficiently.
Choosing the ideal SaaS help desk is essential in optimizing your organization’s customer service. To discover why WorkHub Task is the perfect solution, book a demo now and learn how it can benefit your business.