If you are in search of good help desk software, you may want to take into account the newest trends in this special software for businesses. The traditional features and approaches when it comes to help desks may not be enough especially in the midst of growing competition.
Cloud computing in help desk software is not exactly new but it continues to be one of the adopted features of most software. This is not without good reason. Cloud computing, after all, brings about a multitude of advantages. Many are recognizing the many advantages of cloud computing. SysAid, for example, created its help desk software to be cloud-based for ease of access and convenience. Cloud-based software or those offered as software-as-a-service are a great choice for many businesses because of the lower initial costs and because they no longer entail the need to have an IT team overseeing the system and local hardware to match the resource needs of a locally installed (on-premise) software.
Emphasis on Productivity
Using help desk software is no longer just about creating a great experience for customers. Now, it also has to emphasize productivity. As such, help desks are designed to favor fluid procedures instead of sticking to stringent processes. If a customer concern can be addressed using a shorter process, there’s no need to go through the usual processes as long as the necessary transaction trails are created and documented. More businesses are adopting more efficient processes without losing the integrity of business records.
IT consumerization broadly refers to the impact of consumer originated and oriented technologies in IT. In this context, it’s about help desk software being made accessible through common consumer devices, especially smartphones. As more people access the internet through their mobile devices, help desks are designed to become compatible with mobile devices. Help desk software is particularly made compatible with mobile web browsers so consumers can easily access contact forms, ticket systems, and live chat facilities among others.
Lastly, help desk software developers are recognizing the growing use of social media among businesses. This leads to the integration of social media platforms such as Facebook and Twitter into help desks. In addition to providing support for standard communication channels such as live chat, telephone, and email, communication through social media is also incorporated. For example, there are help desk software solutions that scour social media for product or brand name mentions so support staff can address rants or complaints being posted by customers over social media. Through this, negative publicity is promptly quelled while consumer complaints or concerns are quickly addressed.
When deciding on which help desk software to get, it would greatly help to consider the trends briefly discussed above. They should be able to help you choose one that is reliable and suitable for the business you are running.