If you need help desk software for your small business, you’re in the right place. It may be a good idea to know what’s in it. Especially when it comes to its best features.
We’ll be taking a look at the four essential help desk features for small businesses that you can find in 2023. Meanwhile, it’s also important to focus on the kind of benefits you can get out of each feature. How will it change your business overall?
It should also be important to find a software that will fit your budget. Whether you’re starting out or been in the game for a while, affordability for a quality help desk software should be worth looking at. Let’s begin with the list below.
1.Self-service portal
First, we take a look at a self-service portal. This will be great for if your customers or clients need instant results for assistance. If they don’t feel like waiting extended periods of time, you can always provide them with common solutions.
This will make productivity a lot easier and quicker for your business and clients. This can be a crucial feature for anyone who wants to choose a help desk software for small businesses. They may have a small common issue that they can solve by themselves.
2.Ticket management
If you want to keep everything organized in terms of service requests, ticket management is a worthy feature. Especially when you need to handle the high priority issues first before moving on to other help requests.
You’ll be able to see who submitted their requests first based on information such as the time and date of when it was made. You can also organize it to where it can be a critical or high priority situation. These requests should be fulfilled first given the nature of the situation.
3.Dashboards and reports
You want statistics in real-time, you can use your help desk software’s dashboard features. This includes numbers such as the number of requests that are in queue, how many of them have been solved, and the length of time of when the issue was solved.
You will be able to read the data to see how well your help team is responding. You’ll get average times for every help request that is fulfilled. If you notice any issues, the reports will be able to help you determine which area may be lacking.
Likewise, you’ll have the data that is readily accessible and at your fingertips at all times. Tracking metrics are important in any business. Especially when it comes to helping your customers or clients with issues they may have with a product or service you offer.
4.Knowledge base
Having a knowledge base will be helpful. Especially when you have content that will show someone how to utilize the certain features of a product or service you offer. They may be stuck with something at first and you’ll have the solution right at their fingertips.
Again, include content that focuses on common problems your customers or clients face. Make sure it’s relevant for the long-term because you are offering an automated solution. This way, the solution will apply a year or so from now than it would today.
Regardless, you want to avoid a single bad experience that can occur when they need help with something.
Final Thoughts
If you are looking for help desk software for your small business, there are plenty of them out there. However, you don’t want to miss out on these four essential features. Especially when you want to solve your customer or client’s problems fast.
Don’t leave people guessing or struggling to figure out what to do. If you can help them fast, they will be satisfied.
