What is a Help Desk Software?
Helpdesk software is the main ingredient of amazing customer support. Without which your customer support is not just incomplete but also, practically ineffective. With the right helpdesk ticketing system, businesses can streamline customer conversations across multiple channels into one place, keep track of all customer requests, and engage with them on the channel of their choice to answer all their customer support queries effectively.
Who Needs Helpdesk Software?
Customer support department is the backbone of any customer-centric organization. However, having a service desk software is more than that. The best software for customer support is the one that allows your agents to prioritize queries, create tickets for every interaction while providing omnichannel customer support. Whether you are a startup, a mid-sized business or an enterprise, if customer experience is your priority – you need to have a customer helpdesk software solution in place.
How Can Businesses Use Helpdesk Software?
Benefits of Helpdesk Software
A helpdesk software allows your agents to manage support queries from phone, email, social media, WhatsApp and chat by creating ticket for every interaction while providing data from previous conversations.
A heldesk management software allows agents to prioritize tickets using sentiment analysis and other pre-defined parameters while automating your customer support process. Thus, allowing the agents to focus on more critical matters
Since a helpdesk ticketing system automates ticket creation, you can offer support to your customers on their preferred channels such as voice, email, live chat, WhatsApp, Facebook, Twitter, Google’s business messages, etc.
Monitor to Improve
Track important metrics that you need to measure agents’s performance with a good customer helpdesk software. Analyze the data to identify the gaps and draw actionable insights to improve your customer support process.
A helpdesk management solution allows agents to view, pick, and work on tickets. Supervisors can see the tickets that are unassigned and assign them to agents. With visibility of who is working on which ticket/customers the team can work together to delight the customers.
Improve Customer Satisfaction
By automating and streamlining your support tickets, a heldesk software eases the agents’ burden and enable them to serve the customers better. A happy customer is a loyal customer and your best brand ambassador.
Why Ameyo's Helpdesk System?
360-degree View of Customer
Ameyo offers your support agents with a unified view of all the customer interactions on a single screen without having to toggle between tabs.
Ameyo’s provides the most secure cloud-based customer engagement platform that is PCI DSS compliant with certified public cloud environments across India, APAC, Africa & ME
Flexible Deployment Options
Set up a cloud-based helpdesk software or on-premise or a hybrid model based on your business requirement and growth plan.
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Create Customer Support Tickets for Multiple Channels
A customer helpdesk software allows you to manage your customer support across multiple channels. You can create a ticket for every interaction. Offer multi-channel support to your customers via chat, website, WhatsApp, Google, phone, and email, etc with Ameyo.
One-Stop Interface for all Activities
Use Ameyo’s unified agent desktop to allow your agents to carry out multiple actions in one window. The editable customer information popup, the ability to view complete ticket history to understand customer behavior along with communicating with other agents and supervisors in real-time while being active on multiple interaction channels not only saves the agent’s time but also increases their productivity.
Choose which Tickets to Serve First
Save your Agents’ time using auto ticket prioritization with configurable settings. Ameyo creates a Heat Index value for each ticket based on various fixed and dynamic parameters such as time to SLA breach, interaction sentiment, ticket status change, rule priority to help the agents prioritize which tickets they should attend to first, and improve customer satisfaction.
Automate Ticketing Operations
Automate internal & external ticketing actions based on dynamic triggers for time elapsed (time-based) or the occurrence of an event (event-based). Automate workflows for timely resolutions of tickets keeping the customer in the loop at each status change. Agents can also use canned email templates, public/private notes, and replies to social media posts while attaching files with tickets to boost agent productivity.
Get Insight on Key Helpdesk Metrics
With Ameyo’s advanced helpdesk monitoring reporting tools supervisors can get visual reporting to gain insights on ticket status trends, the status of received, resolved tickets for a defined time period, and a comprehensive view of agent efficiency with key performance metrics. The one-stop dashboards with drilled down real-time view of the operational metrics allow the managers to keep an eye on various SLAs and take action before it’s too late.
Maintain Conversation Context
Merge multiple customer interactions with the same context into one conversation with service desk software. This helps to maintain the context of the conversation and assist the helpdesk agents to better understand the complete history by getting a single view of all the interactions across the helpdesk management software and improve the quality of customer support.
Features of a Helpdesk Software Made for Excelling Customer Support
Single View of Customer
AI enabled bots
Reports and Dashboards
|Strong CCI & Helpdesk Capabilities||Only Helpdesk Capabilities|
|Limited IT Involvement||High IT Involvement|
|Single Vendor Management||Multiple Vendor Management|
|Easy Custom Integrations||Highly Complex Custom Integrations|
|Omnichannel Routing||Static Interaction Routing|
|Agent Quality Monitoring||No Capability|
|Enterprise-grade Support||Limited Support for Complex Use Cases|
|Unified Interaction & Ticket Reporting||Only Ticket Based Reporting|
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot which is enabling Human Line Conversation. Our customers interact with Ameyo’s VoiceBot by perceiving it as a Liveperson, so they respond in a similar way. Moreover, we can able to achieve a 40% cost saving on operational costs due to automated calls.
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Special Thanks to the team for patiently handling our request & delivering beyond expectations.
Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique solution
At GAB we have had the pleasure to use the system for about 2 years now. Overall, it has been able to meet the desired expectations that we had as well as improved our quality of service.
Contact Center Team Leader
Metro Edge Technologies increases its productivity by 60%
Ameyo’s Remote Contact Center Solution has helped us increase our productivity by 60%. It is a very effective solution that helps our agents
Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution
The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements. The project team worked effortlessly, satisfying all the requirements.
CX Senior Specialist
Unitel embarks on a journey of digital transformation with Ameyo
Since deploying Ameyo solution – IVR interactions increased almost 20%, taking from physical and costly agents to self-service. The way we configure the IVR system is very smooth and drag & drop and doesn’t involve IT & engineers.
Chief Information Officer
Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution
Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution. It provides tremendous data utilization and configuration capabilities that makes it a choice for premium service providers. We are using this solution for our international as well as domestic processes for its shortest response time and amazing dialer capabilities.
Vikram Singh Nathawat
Director and Co-Founder
Brands Choose Ameyo
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Director - Products Ola
Sr Network Engineer
Head of Electronic Banking
System Support Engineer
The Ameyo Advantage
Leader in Customer Experience & Contact Center Solutions
Honorable Mention in Gartner Magic Quadrant for 3 Years
Awarded Frost & Sullivan Asia Pacific CCI Leadership Award
Deloitte Technology Fast 500 ASIA PACIFIC, 2014
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