Inside the Briefcase

Webcast: HOW TO SCALE A DATA LITERACY PROGRAM AT YOUR ORGANIZATION

Webcast: HOW TO SCALE A DATA LITERACY PROGRAM AT YOUR ORGANIZATION

Join data & analytics leaders from Starbucks, Cardinal Health,...

How EverQuote Democratized Data Through Self-Service Analytics

How EverQuote Democratized Data Through Self-Service Analytics

During our recent webinar on scaling self-service analytics, AtScale...

How Analytics Governance Empowers Self-Service BI

How Analytics Governance Empowers Self-Service BI

The benefit of implementing analytics policies at the semantic...

How To Create A Powerful SMS Marketing Strategy

How To Create A Powerful SMS Marketing Strategy

Many small businesses are looking for more ways to...

Emerging Frameworks & Technologies that Combat the Rising Threat of Cyber Attacks

Emerging Frameworks & Technologies that Combat the Rising Threat of Cyber Attacks

The creation of the first computer virus in 1971...

Help Desk Migration: Explaining Main What’s, How’s and Why’s

September 1, 2021 No Comments

By Aloukik Rathore

lots 300x174 Help Desk Migration: Explaining Main Whats, Hows and Whys

Have you ever googled “data migration”? Many business owners have already done this. And you should be intimidated by that too. So, data migration is a process of importing or exporting your records from one place to another, from one cloud platform to another, from one help desk solution to another and the list may go further.

Nowadays, data migration services help companies to move from on-premise or cloud-based platforms to more suitable options. That happens for a few reasons:

- companies upgrade their software, improve their performance,
- scale up business processes or
- introduce a help desk platform for their company

Why Do Companies Move From Their Help Desk Platform?

Addressing Urgent Problems Effectively

Imagine a scenario in which the server goes down or when a CEO needs a particular piece of software working before an important meeting. The lack of adaptability in the arrangement can cause many inconveniences. Likewise, this turns out to be a significant issue.

Thus, with cloud-based software, you can address those issues more efficiently. Either you run an in-house support service or got an outsourced team, with a help desk you can offer qualified support for your customers. Besides, the omnichannel approach allows you to answer to route all customer queries: email, chat, phone, or social media messages – in a single place.

Flexible Working Conditions

Employee experience matters a lot these days. So you should take care of your support agents too. They’re at the forefront in ensuring that all clients have their inquiries replied to and issues addressed. They need to cooperate, frequently stepping in unexpected situations dependent on singular ability. With a cloud-based help desk, their experience with the workflow is enhanced, and it also deprives them of manual data entry. Plus, the macros feature helps to answer the common questions faster.

Improved Scalability and Support Performance

Every business owner wants to grow and extend their business. And the pandemic times gave a boost to the eCommerce business and operations running online more than ever before. So many companies have introduced a support service or scale up the existing team. Contrary to the on-premise tools, the cloud help desk platforms can be easily upgraded or migrated to another, more suitable platform.

What to Consider Before Buying Help Desk Software?

Usability

While picking a help desk solution, most organizations think about the functionality capabilities, integrations, and expenses. Though, you need to pay attention to the learning curve and learning resources the vendor offers. Grab the chance to test the demo version of the desired software by your support agents. That’s gives you a clue how long the employee onboarding process will take and what training they need.

Automation Capabilities

Let’s be honest, there are numerous routine tasks that can  – and better to be – automated so your support representatives focused on more complex customer requests or issues.

Reporting & Analytics

It’s vital to analyze the quality of your customer service and the quality of each support agent too. With this data, you can detect the weak spots and plan on the tactics how to improve those aspects.

Integration Capabilities

These days the integration option is rather a must-have for a help desk or any other business software. It helps to keep all records updated and saves lots of time.

How to Choose a Help Desk Platform?

The market has no shortage of help desk solutions, and many business owners got stuck at the point – which one to choose? Here’s a quick overview of the most known and popular platforms.

Zendesk

Zendesk is expected to become a synonym to a help desk platform soon. The software addresses complex issues and easy to set up specific workflows. It includes the ticketing system, phone support, live chat, and a knowledge base. So basically your customer can choose the most suitable channel to contact you.

On the other hand, the more functions you choose into your package, the more expensive it turns out to be. So many businesses consider migrating their records or run a Zendesk export to another software that offers the required options for a moderate price.

Intercom

Intercom is a Conversational Relationship Platform (CRP). With Intercom, you can construct better client connections through customized, messenger-based encounters across the client venture journey.

Help Scout

Assist with exploring scales like other help desk platforms, yet the client experience feels customized like an email. Help Scout is great for organizations, and explicitly organizations with 11+ clients. Help Scout keeps groups of any size in their total agreement.

Freshdesk

Freshdesk is a cloud-based customer care programming that empowers organizations to convey divine client assistance. Freshdesk changes requests coming in through email, web, telephone, visit, and social into tickets and binds together ticket resolutions across channels. More than 150,000 clients, including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic, and QuizUp, trust Freshdesk.

Jira Service Management

Without much of a stretch, receive, track, oversee, and resolve requests from your group’s clients. Clients can send submissions by email, an adjustable assistance community center, and an embeddable gadget. In addition, Jira Service Management makes it simpler to classify administration demands, occurrences, issues, and changes by getting sorted out and focusing on these solicitations in an isolated spot.

Wrap Up

If you plan to run or want to improve your customer service, think about adopting or upgrading your help desk tool. Those solutions help to improve the quality of your customer support and the working environment of your support representatives too. And those aspects have a direct impact on your business performance.

CLOUD COMPUTING, DATA and ANALYTICS 

Sorry, the comment form is closed at this time.

ADVERTISEMENT

Gartner