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Guide To Help Desk Software

 

What is Help Desk Software?

Customers have questions, and sometimes you can’t always be at the office to answer them. In such a scenario, a help desk provides them the information they need in a pinch. Not only can customers gain information from a help desk, but potentially support as well.

If a customer has an issue with a program, product, or service, they can begin the troubleshooting process and sometimes even fix the issue entirely through your knowledge base . All this without the need for any direct communication on your part. Now, you might reach out to the customer separately via phone or email to live chat about their experience with the help desk after the fact. At this time, you’d ask if their problem was sufficiently solved.

With this procedure, you can keep making changes and improvements to the tools and software you use to provide your customers with the best level of service.

What is helpdesk software?

If a company has decided to use a helpdesk service, most of the time, they choose a software for these purposes. With this software, it’s possible to track communications more efficiently and provide more expedient answers, information, and support.

For instance, if you’re a company big or small, you surely have a bustling social media presence. On your social pages, your customers might reach out to you with queries. They could use separate apps like Facebook Messenger to ask their questions as well. For yet a third option, they could email you.

Usually, those means of communication stay separate. With a helpdesk tool like software, it’s possible to gather all conversations and queries with customers into a single dashboard. With this, you never miss a request, comment, or question.

You can also track the type of information customers request. If your customers always ask the same kinds of questions or they’re constantly quizzing you about one or two products, you might go back and do some extra work. For instance, maybe you change up the copy on your product page or you update your shipping information on your store. Whatever provides more clear info, that’s what you should do.

The types of helpdesk software

Depending on the size and the needs of your business, you might opt for one or several types of helpdesk software. Here are the software types you have to choose from:

  • Global helpdesk: If your company has grown and expanded, then certainly, you have customers all over the world. In such a situation, you might consider a global helpdesk tool or software. This software offers tags targeted for specific languages so you can reach almost any demographic. Your portal also supports multiple languages so no matter who your client base is, you can still offer them the support they need. Some software even has language detection features, a form of helpdesk automation. This lets you choose the language it’s best to use when communicating with the customer.
  • Social helpdesk: With social media driving such a major part of our lives, a help desk in this area can be quite impactful. You might track social media mentions, add a support portal or form to your social pages (like Facebook), and use social media tickets for tracking queries and concerns.
  • Multi-channel helpdesk: If you get customer questions from all sides, then a multi-channel helpdesk would work best for your business. This takes into account communications through email, phone, your website, chatbots, social media, and more. You can use tickets to track incoming queries, automate what you can, and review your success with analytics and reports. By using elements of the global and social helpdesks as well, you cover your bases.
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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