Why Do Businesses Change Help Desk Software?

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You may be feeling apprehensive about migrating your support operations to new help desk software. This opposition may be based on fears that the process of importing help desk data will be complicated, expensive, time-consuming, and complex.

However, firms can easily overlook their limitations while using out-of-date help desk systems. Moreover, there are no compelling reasons to keep using subpar software. So if you’ve been planning to switch platforms, you can end your search now.

Here are several reasons to make the software transition in your business.

Why Do Companies Change Their Help Desk Software?

In the early phases of business development, companies seldom pay much attention to help desk software. The issues arise when the company grows and the customer service crew cannot keep up. Here are some reasons businesses determine that their present help desk solutions are no longer enough.

1. They Want to Change from Email Assistance to Phone Support

Because of its simplicity, email-only assistance may suffice for new enterprises. However, because of the nature of email, coordination among agents is exceptionally challenging. For this reason, email can affect the quality of customer service.

For example, emails might be overlooked in a shared corporate mailbox. Or managers might not follow support personnel’s processes precisely. Perhaps a shared email inbox causes help to be delayed or even duplicated.

Help desk solutions, on the other hand, elegantly arrange client requests from numerous channels (email, chat, phone, and social media) and offer comprehensive administrative options. As a result, your agents will have an easier time addressing requests and will not miss a single ticket as a result.

2. They Are Interested in Cloud-Based Solutions

According to a 2019 Deloitte report, 91 percent of firms store their data on cloud platforms. In addition, companies using on-premises software are increasingly planning to transfer their systems to the cloud.

As a company grows in size, it receives more customer inquiries. If your present platform cannot manage the demand, your best choice is to migrate to cloud-based help desk software. This will give you increased server capacity. Furthermore, third-party cloud providers handle the platform’s server upgrades, maintenance, and security.

3. They Are Unhappy with Product Assistance from Their Current Help Desk Software

Companies also move help desk software because of poor product support and inconsistent software and security upgrades. In the worst-case scenario, as your product approaches the end of its lifespan, you may lose your help desk portal if you do not transition in time. As a result, enterprises are shifting to alternate systems with more frequent upgrades.

4. They Have Special Help Desk Software for Each Product

Businesses that do not have a customer success strategy may employ many help desk software solutions for various products. The same thing may happen if one corporation buys another one.

Managing numerous support systems places an additional load on support personnel. Businesses must consolidate help desk data into a consolidated solution to remain productive.

5. Their Existing Program Is Deficient in Essential Functions

Companies frequently migrate to new help desk platforms because their previous solutions lacked sophisticated features such as macros, analytics, bespoke workflows, and omnichannel support. Many organizations require self-service capabilities to provide help around the clock every day, in order to meet consumers’ rising demand for resolving their own difficulties.

Therefore you need to learn:

How firms may enhance their customer service by importing help desk data.
How to move data using a simple migration approach that also upgrades software.

What Features Would You Require If You Chose to Upgrade from Your Current Platform?

Modern help desk systems have many capabilities that may significantly increase your organization’s quality of service to clients. Here’s a look at several features that will boost agent productivity and result in excellent customer service.

1. You Need Ticket Management Software

A support desk platform’s primary feature is to assist support leaders in organizing and delegating client requests. A solid platform includes filtering options, labeling, and progress monitoring. These features help your support agents to work smarter and better. The platform you choose should also have other self-service technologies, such as a knowledge base.

A knowledge base is a public directory that provides critical business information, instructions, and answers to the most common inquiries. It is a vital tool for assisting consumers in helping themselves.

Robust search functionality is a must. Self-service tools’ popularity rose by 65 percent during the pandemic. Also, consider creating an internal knowledge library to assist your agents in documenting complex challenges. This library should also delineate best practices.

2. You Want to Chat in Real Time for Help Desk Support

Companies with more than 26 support members witnessed a 94 percent rise in monthly chat inquiries according to the 2020 Live Chat Benchmark Report. In other words, most firms require a live chat for real-time help.

3. Chatbots Powered by AI Can Provide Help Desk Support

Chatbots can answer common queries and do low-priority activities without human intervention. More than 90% of businesses intend to utilize AI bots for self-service in 2022 to cut costs and enhance quality.

4. Collaboration Software Streamlines Processes

According to a Forrester report published in 2021, support agents’ workstreams include access to customer information and communication tools. When necessary, your representatives should be able to quickly contact other staff for technical assistance. They should also be able to escalate problems to supervisors.

5. Analytics Keep Your Staff Up to Speed

Real-time and historical data on popular phrases, frequently asked questions, and pervasive difficulties can assist you in keeping your help desk up to speed with helpful information. It can also provide managers with critical information for maintaining appropriate staffing, such as whether a specific channel or time of day is receiving more support inquiries than usual.

6. Social Media Assistance Makes Support Feel Seamless

Many clients’ primary contact sources are Facebook, Twitter, LinkedIn, and other social networks. Consider help desk software that links to various networks to make support feel more seamless.

7. Prepare to Migrate Help Desk Software

How can you easily migrate all of your systems from an old platform?

Because of its complexity, businesses frequently postpone migration. After all, this procedure is often time-consuming and fraught with problem-solving. In addition, a single erroneous action might cause a chain reaction of broken dependencies or reveal data that has been mapped incorrectly. Your team might also uncover incompatible formats and have to find lost records.

In Conclusion

Replacing an outdated platform with scalable and feature-rich help desk software will increase service quality while lowering operational costs. In addition, it has the potential to make your consumers and support workers happy. However, you must dedicate sufficient effort to developing a precise data migration plan for the transfer to be effective. Even better, consider using a reputable data migrating solution to save time, money, and effort.

RELATED ARTICLE: CUSTOMER SERVICE IS KEY TO YOUR SUCCESS

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