Take Your Help Desk on the Go

A Better customer experience starts with better help desk support System

Delighted Help Desk software enables customer support agents to receive process and respond to service requests. A great help desk is at the heart of great customer support.

Delighted Help Desk software helps streamline customer support with time-saving tools like triggers and automation. And it’s intuitive, built with the experience of customer service and support desk agents in mind Whatever you call it-help desk, or support help desk software-its means to an end. Because great customer support is not just about the tool you use.it is about the relationship you have with your customer. And that’s what Delighted Help Desk  is for –improving the relationships between business and their customers.

Bring Support into the rest of the organization 

Delighted Help Desk feature light agents, an add-on that allows an unlimited number of agents to view tickets and make private comments.Customer service or support software allows IT teams for simplify the way they handle and manage IT tickets. With customization automation to expedite ticket assignment, ticket routing, manual repetitive help desk tasks, support teams can realize significant time savings, and focus more on ticket resolution rather than ticket management and tracking. Customer support software enables you to:
  • Accelerate the speed of service delivery
  • Better manage IT tickets and streamline operations
  • Automate help desk tasks and save manual time and efforts
  • Monitor help desk metrics and technician performance
  • Contribute to improved customer satisfaction

Keep Good time

There is no requirement for any training to customer Delighted Help Desk. Its play a major role in creating the comfort zone while working with the support solution. This is because not all the customer support center require the same setup & configuration and as per product handled, the needs defer

Customization in Delighted Help Desk provides you an endless option to modernize your helpdesk solution as per your requisite. You can change product effort….Read More

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5 signs when you need a customer support system

customer support software

We know it’s hard running a small business, trust us – Delighted Help Desk is there! One of the hardest parts is trying to decide when it’s time to implement new systems and software.

Customer support software is at the top of the list for systems to implement early on because it is directly related to how your customers perceive you. It’s also one of the best ways to improve efficiency and get more productivity without adding employees – at least until you grow even more. The good news is, with today’s cloud-based (SaaS) softwareoptions, it’s not that costly at all! With the right software you’ll easily see a quick return on investment, and both your customers and employees will thank you.

So with this in mind, we’ve put together 5 top signs when you need a customer support system

1. Your team doesn’t have a common system to store information about customer interactions and/or documents

If you often find yourself  searching through file folders and emails to try and find that important document, or to remember the conversation you had with a customer a few weeks ago, then it’s time to get organized and implement a system that will put customer information at your fingertips. Likewise if your customer service reps are spending more time trying to dig up the resources they need than they are trying to help customers, it’s time for new software.

2. Your customer requests are stored on the email system of each agent’s computer (and/or you lose track of customer emails/issues)

While email is an incredibly handy tool, it can get cluttered fast, so if this is your primary method of receiving customer requests/complaints, then you’re opening yourself up to letting customer issues fall through the cracks. And what happens when a customer calls in a second time but gets a different agent, if the history of the previous call is on someone else’s email, the second agent has no choice but to make the customer go through it all over again. That’s a recipe for unhappy customers. The right customer support software (Delighted Help Desk) will include email integration, so your customers can still email you for support, but it’s going to be added to your ticket database so that all agents can see it.

3. Reporting and compiling data takes forever

If you keep track of customer issues in excel, and manage interactions in email alone, then you have to manually search through all of that to get the data you need. And how do you know if your team is being effective? Delighted Help Desk(good customer support software) is facilitated with reporting feature, which allows the management to analyze their support. You can analyze the tickets, cost etc by user, period or category. Reports are vital to measure the health of your helpdesk and take informed decisions. In Delighted Help Desk Solution, you can monitor ticket activity, agent performance, ticket response time, and more. To help you manage your team, and your customers. From agent productivity to feature requests and average number of tickets received, it’s important to understand your customer service metrics.

4. Your agents are stressed

Overwhelmed/overworked employees are not productive employees. And customer service reps who are trying to handle customer issues with outdated and manual systems get frustrated. Give your agents the tools they need to create happy customers – automation of tickets, self-service to reduce the amount of “simple” requests that take up so much time, and easy access to customer history all make your employees’ job so much easier. Happy agents translate to happy customers.

5. Your customers are unhappy

Are you hearing whispers of dissatisfaction from your team? Seeing negative reviews or bad publicity on social media? Maybe you’re just experiencing a decline in customer retention and can’t figure out why. Unhappy customers will tell you they’re unhappy – but not necessarily by coming right out and saying it. Many tell you with their spending, or the power of word-of-mouth. When customers have issues, they want it fixed as quickly, and with as little effort on their part, as possible. Delighted Help Desk (The best help desk software) will tell you when customers are showing signs of distress, and help your agents better serve your customers by making their jobs easier.

Why support tracking ticketing system solution?

Assign, resolve and win a satisfied customer in every query with the support tracking ticketing system that lets you do way more.

Delighted Help Desk provides feature like Create necessary fields based on your requirement and modify the entire Ticket Module according to your choice. Create various values for the drop down fields. Customize and work on the Ticket Module based on your organization requisite and convenience.

Benefits of ticket tracking software

Centralized tracking: A single e-mail chain may not be much of hasslhelpdesk-menu_e, but when you take into account into hundreds or thousands of tickets being processed daily and the many hands that each is being sent through the need for a unified platform becomes clearly apperant.this also prevent information from being lost, particularly when staff leave the company and may not have kept proper records of their ticket requests.

A detailed, internal metric system—keeping track of team member productivity has never been easier. Issue track’s help desk ticketing software allows you to quickly run reports by individual to detect potential efficiency issues.

Prioritize items—Not all ticket system requests are the same. Those requiring immediate attention can be marked as such all staff member will see the list and know which one tickets need to be marked as such. All staff member will see the list and know which one tickets need to be addressed first.in addition, priority statuses can be changed with the click of button.

Better Communication— Do not miss the internal Agent communication. Delighted Help Desk provides a feature private message. These help your support team to communicate their problems, ask for any guidance and many more. It also helps and shifting the tickets from one agent to another. When working from the same platform as opposed to individual e-mail address the potential for error is virtually eliminated.

Fosters collaboration: Multiple people can work on same issue and in doing so can keep their progress in same place.I don’t like sharing my email inbox with other but everyone can view edit ticket in ticket tracking system.

Ensure Continuity:It easier to deal with recognizing issue if a team member leaves since you can just look through all once still assigned to them and reassign as necessary”. If you find it challenging to do any of the previous then seek to create inspirations at http://delightedhelpdesk.com

support ticketing is not a one-task process

Free Help Desk System by Delighted Help Desk

Customer service has been greatly enhanced with technology and online services, particularly when it comes to handling customer satisfaction. When customers have a problem they can now issue a ticket, bearing their info, details of their problem or requests for a solution, at the service provider’s website to get them to look into their problem.

However, the process of support ticketing is not a one-task process. It involves filing a complaint, sending confirmation emails, assigning the complaint to a member of support staff, analyzing and solving your problem, and updating the records and sending notification emails etc. Delighted Help Desk provides email messaging system and canned responses. Which reduces the typing work and increases the response accuracy .Companies that has a large customer database should take advantage of support ticket systems to handle their customer problems in a fast, efficient and organized manner.

Help your customers before they get your help

Delighted Help Desk helps companies provide a great overall customer experience, and build customer relationships that are more meaningful, personal, and productive. At Delighted Help Desk we’re committed to providing exceptional customer service there’s no type of request too large or too small that we won’t handle-whatever support you need we’re here to help. Delighted Help Desk also provides a facility to help your support team. It facilitates your support team to find the articles either by topics or by keywords.

These will also reduce your support time:
  • Easily resolve customer queries by standardizing the support queries and answers.
  • Minimize the resolution time as agents can do a quick search with keywords, which yields happier and more loyal customers.
  • Enables to maintain consistency as users can provide the same relevant answers for similar type of queries.
  • Increases productivity and reduces the head count of the customer support team.
  • Categorize knowledge base, which helps your customer and your support team to find articles much faster and give a relevance to it too.

Free Support ticket Help Desk

Delighted help desk provides FREE online support ticket solution. Our motto is to keep your support team and your customers happy

First,What does Customer Delight mean?

Breaking with tradition, because your customers deserve to be delighted.

Customer Delight is not just an appreciation like “Thank you, Have a nice day!!” it’s actually creating a “WOW” feel to the customer. It’s actually a part of the culture and make-up of the business, especially in the field of help desk support. Customer delight is quite different from the satisfaction. Customer satisfaction is only a stepping stone to customer delight. We have to provide a service that exceeds the customer expectations, that surprises the customer in a positive way. We should deliver the service not just to satisfy the customer, but to do what they haven’t even imagined which will cause them to say WOW! Satisfaction is based on fulfilling the expected while delight occurs from the unexpected.

As Maya Angelou said,“People will forget what you said, people will forget what you did, but people will never forget how you made them feel

Happy Support. Happy Customer

Now,Why does SaaS help desk solutions?

Today’s SaaS help desk solutions can streamline support administration, reduce infrastructure costs, and improve the way you communicate with your customers, both internal and external. Here are the key considerations to keep in mind when evaluating your SaaS help desk options. If you want to expand the range of services you offer support customers, one of the first things to consider is adopting help desk software as a service (SaaS). If you are currently using an on-premise help desk system, the move to a SaaS provider will allow you to reduce administration and infrastructure costs.

Every business is moving towards hosting their service on the cloud and Software-as-a-Service or SaaS is the next big thing. And the customer service industry is not far behind. Businesses looking out for a customer support solution are more likely to go for a SaaS-based Support ticket helpdesk because of the numerous advantages the cloud has to offer.

The SaaS help desk evolved!

SaaS help desk software you don’t have to worry about software updates, patches ,and bug fixes. Also, all your customer data remains safe and hacker proof on the cloud.

Today, customers reach out to you at any hour of the day and they expect you to shoot back a reply immediately. This requires your agents to be able to access the help desk from just about anywhere at any time of the day. This is easily taken care of when your help desk is on the cloud.

Delighted Help Desk is a very economic and user-friendly Help Desk Ticket System. Let you track support in your life with a simple and happy way. The process of support ticketing is not a one-task process. It involves filing a complaint, sending confirmation emails, assigning the complaint to a member of support staff, analyzing and solving your problem, and updating the records and sending notification emails etc. Companies that have a large customer database should take advantage of support ticket systems to handle their customer problems in a fast, efficient and organized manner.

Delighted Help Desk offers cloud-based help desk solutions & Support Ticket help desk with the basics you would expect such as ticket management, knowledgebase support, and automation rules. Many helpdesk SaaS providers go beyond the basics and have embraced social networking and mobile devices as building blocks for their services. As a result, IT providers have more ways to interact with their customers and have better options for consolidated case management.

Feature

Ticket Management

Delighted Help Desk Solution acts as your single point of contact for all your incoming tickets. Delighted Help Desk Solution also facilitates your customers to track their ticket and check out the ticket status. It also allows organizing, prioritizing and responding to your support tickets on the fly. Provide the ‘WOW’ experience to your customers by maintaining the most responsive help desk in your organization. When a customer experiences WOW, you are giving them a pleasant surprise. You are exceeding their expectations. You are addressing their needs thoughtfully and in unexpected ways, Delighted Help Desk Solution’s goal is to create the happy support team and happy customers.

Never miss a ticket!

If your support agents are generally on the move 24/7 and not tied to a single place, it would be great if they could access your help desk from just about anywhere. With a SaaS help desk software, you and your agents need not worry about missing out on important tickets while on the move or on a holiday.

Knowledgebase

A knowledgebase is the one thing that can be instantly useful for both your support agents and customers equally. A well -planned knowledge base can really help your users and your technical staff to resolve issues quickly. A good trouble ticket software solution will pull out all the stops when it comes to quicker resolution times and Service Desk Plus is no exception.

  • An increase in customer satisfaction
  • Better use of their product or service
  • A decrease in case volume
  • An increase in agent efficiency

Categorize Message

Delighted Help Desk Solution allows you to categorize your tickets, these helps in analyzing the tickets by category and will give you an idea of where exactly you can improve and reduce your support.

Report

Finally, get exactly the data you need when you need it in real time.

Delighted Help Desk Solution is facilitated with reporting feature, which allows the management to analyze their support. You can analyze the tickets, cost etc by a user, period or category. Reports are vital to measuring the health of your helpdesk and take informed decisions. In Delighted Help Desk Solution, you can monitor ticket activity, agent performance, ticket response time, and more.

Customize

Create necessary fields based on your requirement and modify the entire Ticket Module according to your choice. Create various values for the drop down fields. Customize and work on the Ticket Module based on your organization requisite and convenience.

Tools for support

Self Service portal

Give customers the tools they need to help themselves instantly.

If you are looking for trouble ticket software that enables users to log their own tickets and reduces your help desks call volumes, Service Desk Plus is a sensible choice. Through the web-based self-service portal, users can create, view and monitor tickets through to resolution. Technical teams can also keep users informed of planned and unplanned outages using the service portals.

Reduce support time

Delighted Help Desk reduces the support turn over time by providing, Self explanatory and easy to use GUI and by adding simplicity to the system. Save time with end user raising tickets and seeking replies through the self-service portal rather than switching from email.

Publish Article

Delighted Help Desk facilitates the user to publish Articles on their landing pages, these helps to educate their customers and reduce support calls.

Effective support team

Delighted Help Desk facilitates the user to add the cost of your support team and analyze them. These give an edge to manage your ROI and check the team performance too.

Messaged & canned Response

Delighted Help Desk provides email messaging system and canned responses. Which reduces the typing work and increases the response accuracy?

Benefits

Auto-Assign Ticket

Tickets will automatically be assigned to a staff member when submitted. Several factors are taken into account when assigning tickets automatically, such as ticket category and number of currently open assigned tickets

Merge Ticket

Ever have a customer report the same issue multiple times via different channels, causing confusion? No problem. Merge all of the related tickets together, and resolve it in one go.

Team notes

The agents always have a view of the team notes, which are in-context with the tickets. Which helps them provide notes mapped with its related ticket?

Suggest solution

Delighted Help Desk automatically provides you with smart suggestions of possible solutions very next to the ticket, which is based on keywords in the ticket’s description.

Public Knowledge

With Delighted Help Desk, you can help your customers get instant answers by creating categorized articles know as the Knowledgebase that is available whenever they need it. You can share your technical documentation, product tutorials, answers to frequently asked questions, and other tips in a single convenient place. By setting up a knowledge base, not only you will be able to improve customer satisfaction, but you can also reduce your ticket volume.

Team Mailbox

Delighted Help Desk mailbox enables your agents to collaborate, communicate and resolve issues without getting in each other’s way.

Categorization

Categories are useful for categorizing tickets by relevance (for example “Sales”, “Hardware problems”, “PHP/MySQL problems” etc) and for assigning agents to categories. (For example that your sales person can only view tickets posted to “Sales” Category)

Customization

Customization in Delighted Help Desk provides you an endless option to modernize your helpdesk solution as per your requisite. You can change the product effortlessly without the need to create complex programs or scripts. There is no requirement for any training to customize Delighted Help Desk. Customization plays a major role in creating the comfort zone while working with the support solution. This is because not all the customer support centers require the same setup and configuration and as per the product handled, the needs defer

Benefits of a Free Ticketing System

The main benefit of free Support Ticket helpdesk /ticketing software is that it simplifies and automates help desk ticket management. With the help of Web-based service request portal for customers to log tickets, and an intuitive Web-based help desk console for IT technicians to manage tickets.Support Ticket helpdesk/ticketing software is that it simplifies and automates help desk ticket management. With the help of Web-based service request portal for customers to log tickets, and an intuitive Web-based help desk console for IT technicians to manage tickets.

  • Centralize help desk ticket management – from request creation to resolution
  • Save time and resources on manual and repetitive help desk tasks
  • Track and monitor helpdesk and technician performance in real time
  • Improve operational efficiency of customer service
  • Realize higher levels of customer satisfaction