Help desk software

image
image
image
image
Help desk

Create better customer experiences

All the service industries, eCommerce, and retail businesses get a lot of queries from their customers. These companies get so many queries online regarding their services (repair, maintenance and installation-related queries or requests) and queries related to the size of apparel, quality of product, shipping costs, expected delivery dates, refund requests, etc. A help desk software will help you to resolve their issues and queries faster than ever. It further increases the customer experience. To gain the huge customer base you need to offer more than the service/products. After-sale service and providing effective and fast services will lead to improved customer satisfaction. That is why most of the field service companies are using a helpdesk software so that they can improve their customer experience.

image

As we all know that customer satisfaction is a critical element and the most important part of every business. This is why we have built a great helpdesk support software. It provides your customer with excellent support and you will never miss a single query. O2b Technologies' helpdesk CRM has the capability to manage all the aspects of client or customer relationship management. This platform will take care of both internal (employees) and external (customers) aspects of the business. This solution sets seamless and omnichannel or we can say that it sets standard criteria for handling employees as well as customers queries or requests. Our helpdesk app enables you to provide a single (or multiple) point of contact for your customers in order to get assistance in resolving issues, answering queries/questions, troubleshooting, etc.

image

Track and Manage Customer Tickets

Our helpdesk ticketing system automatically creates a ticket as soon as the customer raises a query or requests service. That ticket will be assigned to the relevant person and then that ticket will be resolved by the particular employee. This automation makes the ticket or issue resolving process faster than ever. We believe in a systematic approach that is why we have developed a helpdesk app that allows you to handle each ticket, issue, or query in a systematic way. Right from receiving queries, managing, and organizing to giving responses and resolving the ticket and finally giving accurate reporting is the best way to handle the queries. Our software allows companies for multi-channel support. Now, you can select the communication channels as per your and your customer's convenience, such as phone, live chat, texting, email, and more.

image

Furthermore, our software has self-service capabilities that allow customers as well as employees to update the status of queries; resolved, in-transition, or resolved. Here, customers can update their query or request status on their own, it really reduces administrative burden. Also, it helps in gaining customers' trust. Also, our analytics and tracking features are very strong that will allow you to resolve your customer's queries faster. Furthermore, the integration of our system with the various apps will make it more powerful. Using our support tools software your agents can track, resolve, and update the status of each customer ticket or queries. They will be able to respond in real-time via live chat as well as they can respond as quickly as possible via phone calls and emails. Now, you do not need different tools and apps to manage your customer tickets. Manage all the activities from a single platform.

image

Improve customer support functionality

Providing great customer support is a sign that you care about your customers and it leads to improved customer experience and enhances customer loyalty. Furthermore, our helpdesk management system makes things easier as it automates most support tasks.

This system increases efficiency by accelerating the support and issue resolution process. Automation allows your team to focus on various other crucial tasks. To put it another way, your team can dedicate all of its efforts towards solving your client's issues instead of spending time on paperwork. This app will let you track issues so that you can provide your customers a better support at the right time.

image

Get a great visibility of who is responding to a ticket, how many issues are resolved, which tickets still need to be answered, and more. With the collaborative approach, your support team will work together with more efficiency. Our helpdesk app is simple, user-friendly, and affordable for all sizes of companies. Seamlessly track, organize, and resolve customer issues. All things considered, helpdesk ticketing software helps you to respond quickly to maximize customer satisfaction. With a faster response time, you will be able to keep your customers happy and your agents will work more efficiently than ever.

Frequently Asked Questions

image
image
image
  • Q1. Why should I use the helpdesk ticketing system?

    Most of the companies, especially those which are dealing with a lot of queries and issues of customer end needs a help desk software that can help them to resolve their customer's issues and queries, It helps in building trust and it enhances customer experience. A ticketing software will let you provide customer support via phone, email, or chats. It automates and offers a greater transparency for service processes.

    Especially if you are in the field service industry then it helps you to process customer requests. And lets you fulfill your customer's requirements faster by tracking each customer's tickets.

  • Q2. How will I get a helpdesk app implemented?

    Search thoroughly for the best software and then go for the top help desk management software providers. Compare various providers to get the best out of them. Always keep a few things in mind, how much experience they have, how many projects they have completed, costing, and more.

    O2b is one of the best helpdesk app provider companies. We do a gap analysis, requirement gathering, documentation of requirements, software development & customization, data migration, deployment, testing, and finally go-live. Also, we provide end-user training.

  • Q3. Can this help desk ticketing software scale with me as my company grows?

    Yes, absolutely, our system is scalable and it scales as your company grows. You can add more users later. Seamlessly adjust the number of users without any complexity.

  • Q4. What’s the difference between a technician and an end-user?

    Technician usually refers to the help desk technician, IT specialists, or support professionals, who use the helpdesk app to provide customer support to the numerous end-users. And end-users are those who are the recipient of support.