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Helpdesk Software Guide

 

What Is the Purpose of Helpdesk Software?

While you can see a helpdesk app or software can simplify and streamline business processes, you’re not quite convinced yet. What is the purpose of using a software of this nature in the first place?

Here are some such purposes to browse and consider as you make the move to using a helpdesk for SMB.

Provide a Solution That’s Simple to Use

Since most software and tools for helpdesks let you try them for free before you part with your hard-earned money, you can get a feel for the program at no risk to you. The software should be simple enough to figure out, at least with a bit of training and experience. If not, then you know early.

Save Your Time

Going through your email logs, social media conversations, emails, and chatbot threads can take up a lot of time. If you’re a business owner, then you know how each second is precious. You don’t want to devote hours to the above tasks, but you’re also not sure of an alternate means of getting the job done.

With software for helpdesks, you can save a lot of time. Automation, tickets, tracked conversation logs, and analytics make manually reviewing communications a thing of the past. That you can put all your varied communications on one dashboard also makes your life so much easier. You’ll soon find you have much more time to devote to other areas of your business.

Prevent You from Missing out on Important Customer Communications

If you have customers reaching out to you by phone, social media, messenger apps, blog comments, and emails, how can you possibly keep track of them all without a tool or software? You can’t. You’re only human, after all.

When you forget to answer a question or reply once but then not again, your customers lose faith in you. You could end up having customers leave in the process. By keeping all your communications grouped together and providing tickets for each new query or comment, you never miss another customer inquiry again.

Allow for Better Collaboration

As we discussed before, having your employees or team members accidentally all working on the same task benefits no one. You can reduce this overlap with a help desk app or tool that’s collaborative.

Provide a Useful Knowledge Base of Answers and Information

In the end, if you can prevent your customers from ever having to directly ask you anything, that’s the goal. To do that, you must provide them with mountains of useful information through a knowledge base. With your software, you can frame your knowledge base in the best, most helpful light. Keep updating it so customers can find what they need and then be on their way.

Customization Where You Need It

From a customized contact form or an autoresponder, it’s your company. If you can’t control the kind of message you’re putting out there, then something’s wrong. Using helpdesk tools lets you adjust your branding and your message so you attract and maintain the types of customers you want.

Integrate with the Programs and Tools You Already Use

No matter how good you think a software is, if it doesn’t play nicely with your favorite apps and tools, then you’re seldom going to use it. A help desk should integrate with your email client, marketing tools, landing page builders, and anything else that’s a daily part of what you do.

Offer You Reports and Analytics for a Better Job Next Time

Few support teams knock it out of the park early on. It may take time, experience, and a few less-than-stellar conversations before you get it right. With analytics and reporting, you can see what you didn’t do so great so the next time, you nail it.

Through analytics, you can also improve customer satisfaction, answering efficiency, and other elements of your help desk. Then you’re certain it’s the best it can be.

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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