Why do you need a Helpdesk software integrated with your business communication system?

Smith, Emma

Publish: Wednesday, Oct 12
Category: Features

As customers, whenever we have a problem or doubt regarding a product or service we expect our request to be attended to in the shortest possible time. However, this is something that companies cannot always ensure for several reasons. This is why tools like Helpdesk software, that allow us to carry out a correct management of support tickets, can be of great help.

In addition to a good management of any problem, these systems have great advantages that allow us to offer a good remote support service, like the possibility of connecting to other systems to ensure the efficiency of the process.

In this sense, a Helpdesk software is very important to offer fast and quality customer service, but so is a communication system. And it is precisely the union of these tools that can help us to achieve this. However, this is not the only reason why you should integrate these systems. Read on!

What is a Helpdesk software?

This software, also known as a support ticket management system, is a remote technical support tool that allows us to keep track of customer incidents and requests through the automatic creation of tickets. The objective is, therefore, to organize and know in depth the customer’s requests in order to offer them more complete solutions.

The main feature of these systems is that they centralize customer information on a single platform that can be accessed by all employees from anywhere and with any device.

Its use in the company helps to reinforce its brand image, as well as to increase efficiency and offer a better customer experience.


Advantages of having a Helpdesk software integrated with your business communications

As we said at the beginning, one of the great advantages of a ticket management system is that it can be integrated with other virtual tools of the company, including communication tools. When both systems are connected, the benefits that each one has separately are enhanced, but, in addition, new ones are obtained:

Increased productivity

A Helpdesk software integrated with your communications offers us functionalities such as the automatic creation of tickets in case users contact your company for the first time, or if there has already been a previous contact, the previous one is opened immediately when the interaction takes place. In addition, it allows us to register any modification in real time without having to leave the conversation, or even to contact customers in a single click from the Helpdesk itself.

These elements favor the improvement of productivity, both for the company in general and for the employees, since they will not have to waste time continuously switching from one platform to another to correctly manage an incident and they will be able to use it for other tasks of greater added value.

Multi-channel support

In customer support, it is key to offer different voice, chat and video channels to give users the possibility to choose the one that best suits their needs at any given time. However, this also implies that we must organize these contacts properly.

In this sense, it is necessary to record the history of all interactions with the customer in their ticket so that, regardless of the channel through which they occur at any time, we can track their request and adapt to their needs in each case.

Easy access to information

One of the main problems of support teams that do not have an integrated ticket management system and communications is that the information is out of date because he or another colleague has forgotten to update it at the end of the interaction. 

In this sense, the fact that both the modifications and the history of the interactions are reflected in real time in the customer’s ticket provides a solution to this problem. This gives employees the confidence of viewing reliable and up-to-date data.

In addition, if the agent handling the request still has questions, he or she can consult another team member via the internal corporate chat, voice call or video call. All from the same interface, either from the communication system or from the Helpdesk itself.

On the other hand, in some cases, such as when employees are moving, they also find that they cannot access it from different devices because their systems are not ubiquitous. 

Better user experience

The fact that employees can manage support tickets more efficiently helps us to adapt to customer needs and, therefore, to also increase customer satisfaction. This will allow us to improve our results and contribute to customer loyalty by encouraging them to repeat their experience with us.

As we have seen, the joint use of these tools allows us to optimize our resources so that the attention we offer to our customers is adequate. At Fonvirtual we perform the integration of your Helpdesk software with our communications solution so you can take full advantage of all the benefits that we have detailed throughout this article. 

If you want more information, do not hesitate to contact us. Our team will be happy to advise you and accompany you throughout the process to make your customer support service stand out.

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