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February 18, 2021

7 Questions to Ask when Evaluating Helpdesk Software

Your helpdesk software is the point of entry for accessing support. Evaluating your helpdesk software every so often is necessary to keep your support desk in good working order.  As the point of entry to support, it should have features that make ticket resolution more efficient. Here we look at seven areas to consider.  

Tickets

Does this helpdesk software improve the creation and resolution time of tickets?

Your ticketing system is an essential part of how your customer experience flows. Tickets should be: 

  • Easy to submit 
  • Organized 
  • Detailed 
  • Prioritized 

In asking this question you’re looking to find out how many seconds you can shave off of your average handle time, workflow length, the number of departments a ticket must travel through, etc. 

You’re also trying to suss out ease of use from a data entry perspective with this question. Creating a ticket should be as easy as possible because the more you know about the problem, the easier it is to fix. Agents and customers need to be able to easily input detailed information about their query. This might look like a drag and drop function for related documents or offering technical terms for users to choose from when describing their issue. 

Look for customization here because that’s key. . 

Channels

Does this helpdesk software operate and integrate across channels?

Requests for support arrive by an ever-growing number of channels. Helpdesk software that leverages omnichannel communication allows for greater visibility into your support ecosystem. It also provides a continuity of experience for your end customer and better collaboration between agents behind the scenes. Helpdesk software should make support access available across channels. When more channels are open and talking to each other, your support team can deliver service faster wherever your customers are without losing the thread of historical conversations. 

Integration

Does this helpdesk software integrate tools necessary for high level support?

When you evaluate helpdesk software, consider how it integrates with other helpful tools such as: 

  • CRM software
  • Project management software
  • Time tracking and scheduling 
  • Feedback such as CSAT, NPS, and eNPS or agent scorecards.

Many hands make light work, as the adage goes, so approach your helpdesk software search looking to accomplish and consolidate as much as is possible and feasible for your team. 

Tools like CRM and project management software are like helping hands to your agents. By integrating these tools, helpdesk software becomes a command center for ticket resolution, boosting your agents’ ability to create a seamless customer experience. 

Customization

Does this help desk software conform to fit your needs?

Every type of business uses helpdesk software differently. Helpdesk software should reflect your organization’s specific needs and requirements.  

Configurable agent desktops are a powerful tool for improving customer support. So are web widgets that make 24/7 service possible. But perhaps the most critical aspect when evaluating ticketing software is whether or not it can be configured on the front and back end to your specific use cases. Give users the right information at the right time and you can greatly improve ticket resolution rates. When this information is tailored to your needs and follows workflows you’ve established logically as opposed to predetermined, out-of-the-box paths, the effect is multiplied. Helpdesk software should be customizable to not just your organization but to use cases, workstreams, and even different teams or departments.

Self-service

How does this helpdesk software empower customers to resolve queries on their own?

Knowledge base articles empower customers to resolve their own tickets. Searchable FAQ articles and the ability to identify keywords in each ticket frees agents up to handle more complex support needs. Some helpdesk systems now even allow users to complete routine tasks like making a payment or checking account balance.  Self-service decreases ticket resolution time by eliminating the need to wait for the next representative to accomplish routine tasks. Reporting 

Does this helpdesk software track metrics important for improving customer and agent experience? 

A helpdesk system that tracks metrics like customer and agent satisfaction, ticket resolution time, and agent performance helps you refine your customer experience. Contact center managers rely on reporting to gauge their support teams’ performance. If there is a breakdown in the customer support process, the sooner it is identified and remedied the better.

Automation 

Can this helpdesk software automate routine tasks and ticket assignment?

Automation reduces backlog, queue times, and increases customer satisfaction. Resolution time drops when you automate routine tasks and route queries correctly. Conditional rules allow tickets to be assigned to qualified agents. Automation benefits helpdesk systems by: 

  • Reducing probability of human error
  • Increasing efficiency 
  • Providing a consistent experience 
  • Decreasing resolution time

Helpdesk software gives your customer support team a leg up when it comes to providing top notch customer service. Considering its potential to impact your customer support plan’s effectiveness, taking the time to evaluate helpdesk software carefully and asking follow-up questions is imperative to finding the right one.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 500 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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