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Helpdesk Software Guide

 

What Are the Main Features of a Help Desk?

Before you choose a helpdesk system for your business, you’re interested in the main features. These essentials are not ones you should go without, so review them carefully. Make sure that your helpdesk tool includes them.

Collaborations

From support to marketing, sales, and even customer service, where can all your teams meet? If your software has a collaborations feature, then these teams can touch base right here. The teams may delegate tasks, update information in the knowledge base (more on this in a second), review and critique one another’s work, or grab tickets to address.

Since all team members can access the collaborations database, there’s no need to question who is working on what at any given time. This eliminates instances of two employees taking the same task. As we’ve discussed, this wastes time on both employees’ parts.

Self-Service Knowledge Base

The self-service knowledge base has come up many a time in this guide, but that’s only because it’s so significant. You may ask several team members to spend days or weeks compiling the information that goes into this knowledge base. It should cover all the information customers would want to know. You can cull this from your website, your blog, your pricing pages, even your social media or landing pages. Whatever answers the question best, source that information.

One you complete your self-service knowledge base, you’re not done yet. As your company grows, changes, and evolves, you or another staff member will have to go back to the knowledge base and update it periodically.

If you create your knowledge base the right way, then your customers might not even have to reach out to you. The information they wanted was right there in the database for them to read and digest.

Customization

As discussed before, by customizing areas of your communication, like contact forms and autoresponders, you put the power in your hands. From branding to response efficiency, customization can play a big role in how effective your helpdesk system is.

Automation

While automation can step in and act as another employee or several for short-staff small businesses, companies of any size can enjoy the perks. While you should still answer as many questions as possible yourself and through your employees, chatbots and autoresponders work overtime when everyone else goes home for the day.

Automation can also pull conversations, create phone call transcripts, and move query tickets. In all, it keeps your business running smoothly.

Support

Not only must you offer exceptional support, but on several channels as well. If you can switch between channels without breaking a sweat, then you’re doing your best for your customers.

Integrations

We said it earlier in this guide, but it’s worth reiterating. If your help desk doesn’t integrate with your must-have software, programs, and tools, then it’s not something you want to use. Not only will you waste time switching from one program to another, but money, too. You have to pay to maintain subscriptions for multiple programs. If this is a small or mid-sized business we’re talking about, such a bill might exceed their budget.

Multi-Channel Ticketing

The right software will make tickets for you automatically. It’ll also categorize and even tag these tickets so nothing and no one ever falls through the cracks.

Reports and Analytics

Without analytics, you have no confidence in what’s working and what isn’t. Detailed reports will let you see where you may have fallen short in your approach, so you know what to work on. If you have tasted success, then you can keep replicating and tweaking your approach so you can continue to retain happy customers and maintain incoming ones as well.

I highly recommend the tool. It's an awesome tool for a startup like us.

Garma Gay D.

Technical Helpdesk Support Analyst, Atos
testimonial by Garma
I was using ActiveCampaign but the costs were adding up quite quickly. I tried other platforms but the automation sequence offered by ActiveCampaign is not easy to find, until, I got Engagebay. The platforms offer an awesome automation platform for emails, plus landing pages and forms. It works quite well and can be a perfect substitute.

Leonardo W.

Founder, Wolff Consultoria
testimonial by Leonardo
A full-featured marketing platform. With this, you have all you need to get started and succeed. Having all in one platform make any marketer job much easier.

Santiago B.

Southern Europe Director, Triptease
testimonial by Santiago
Enabled me to easily capture details of interested parties for my products. Ease of use Feature set. Excellent customer service.

Raymond B.

IT Project Manager, BespokeIT/Corp Networking Limited
testimonial by raymond
It covers everything a small business sales/marketing team needs.

Gergely Csaba N.

Online Marketing, Chamaileon
testimonial by Gergely
I love the landing page builder and ability to import a URL and basically create any type of landing page. This makes creating funnels super easy. You can then customize it to suit your needs. I also liked the fact that the landing pages and automation were all in the same tool. This saves time and makes it so much easier to do email marketing.

Vandana Taxali

Intellectual Property, Digital Media & Entertainment Lawyer
testimonial by Vandana
I like how they give you access to all these marketing and CRM/sales features in one dashboard. It could easily replace a number of other tools you are using right now. Pricing is fair for what you get too and I also really like the file repository feature that bigger marketing teams will really appreciate. I would be happy to recommend this tool to my clients.

Paul T.

eMarketing Strategist, Paul Therond Consulting
testimonial by Paul
This product is just like HubSpot. I cannot believe the price, so far I've used it for 2 weeks and those guys have added 2 features more.

Ivana B

Founder, New Marketing.Agency
testimonial by Ivana
Most basic and advanced tools you need in your online business is inside Engagebay, from lead generation, email marketing, page builder, CRM (alternative for Hubspot and Infusionsoft) and my most favorite is the marketing automation.

Jan Patrick T

Executive Managing Broker, Greatway Financial Inc
testimonial by Jan
All its tools and functions are good, but what I like most are the automation and programming in social networks along with landing pages, pop-ups, and forms that together help me increase traffic and in the short term generate sales.

Dioshai G

Web Developer, Huawei Technologies
testimonial by Dioshai
The software is easy to set up and implement. I feel EngageBay is quickly becoming a marketing automation competitor to the premium SAAS offerings. EngageBay's customer support has been very responsive and helped me resolve an implementation issue almost immediately.

Shawn L

Marketing Manager, List Biological Laboratories, Inc
testimonial by Shawn
I highly recommend the tool. It's an awesome tool for a startup like us.

Garma Gay D.

Technical Helpdesk Support Analyst, Atos
testimonial by Garma
I was using ActiveCampaign but the costs were adding up quite quickly. I tried other platforms but the automation sequence offered by ActiveCampaign is not easy to find, until, I got Engagebay. The platforms offer an awesome automation platform for emails, plus landing pages and forms. It works quite well and can be a perfect substitute.

Leonardo W.

Founder, Wolff Consultoria
testimonial by Leonardo
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