An online Customer Relationship Management (CRM) software or a cloud-based helpdesk platform helps businesses manage customer support operations smartly and easily. An online helpdesk is a central point of contact for customers seeking assistance from businesses. A smart helpdesk software helps in streamlining customer support operations by automating multiple processes.
With the growing competition in business today, it’s important for companies to choose a support (helpdesk) software that has the right set of features and capabilities. SalesBabu online CRM solutions offer businesses with a helpdesk ticketing system that has all the tools required for your business to build strong customer relationships and deliver lasting customer service experiences.
Here are some of the important features that an online customer support software must offer:
Ticketing automation:
One of the most important aspects of customer service is Ticketing. Efficient helpdesk ticketing software can automate the ticketing process, enabling businesses to save time and money. Online helpdesk software can route tickets to agents automatically based on any chosen criteria (language, agent availability, etc). Tickets that are unresolved can also be escalated to higher management after a certain period of time. Smart ticketing solutions in helpdesk software can also resolve simple tickets automatically without involving an agent working on it.
Read More – What Is The Importance Of A Help Desk Ticketing System Software?
Omni-channel support:
Today customers have multiple options to reach out to businesses through various social media platforms like Facebook and Instagram in addition to channels like chat or email and it is increasing day by day. The credit goes to the omnichannel support feature and big thanks to it, as support agents can attend to customer queries on all channels without having to switch applications. A unified platform like omnichannel support helps businesses reduce their turnaround time.
Live chat:
Today Live chat is an important feature offered by most of the helpdesk software providers. It enables support agents to chat with multiple customers at a time, capture, and store all customer-related data. Most of the live chat tools in the support software are mobile-friendly, enabling customers to reach out to business comfortably. Pre-formatted texts and replies can also be used in live chat, saving time for the business. In few cases, live chat can interact with a prospect and close the deal without a support agent having to personally communicate with them.
Knowledge management system:
A cloud-based ticket software has a centralized database and it empowers customer support agents to respond to common questions and resolve issues faster. SalesBabu helpdesk software can be used for internal purposes. Customers can also use the register complaint feature to log their issue and it will be captured in our complaint dashboard. Field agents meeting with leads can refer to brochures available on our mobile CRM applications.
Read More – 10 Benefits of Cloud Ticketing System
Collaborations:
A feature rich efficient cloud-based helpdesk software makes way for smooth team collaborations and interactions and provides quality output. For instance, a support executive might need information access to a customer’s payment history and other valuable records. Being able to collaborate with another team within the organization can help support agents resolve tickets faster and make customers satisfied with the service quality.
Conclusion –
If you have more than one person working in your customer service department, then you’ve definitely heard of the “helpdesk software” system. If you’re wondering whether a customer support helpdesk ticketing system could add any more value to your customer support operations then you’ve reached the right place. Take a look at these extensive features to understand all about helpdesk ticketing systems. Reach out to us for a FREE demo.
These are some of the important features an online helpdesk must offer! Contact SalesBabu CRM and discuss your CRM requirements with our solution experts.
