A 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.
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.
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.
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.
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.
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
Set up a cloud-based helpdesk software or on-premise or a hybrid model based on your business requirement and growth plan.
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.
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.
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 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.
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
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.
|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|
Single View of Customer
AI enabled bots
Reports and Dashboards
With a helpdesk software the business can benefit in the following ways:
Sentiment analysis runs on the Natural Language Processing (NLP) technology and helps in evaluating the emotion in a conversation. This is particularly helpful for the customer service executives to gauge the mood of a customer and tweak their conversational tactics accordingly for higher customer satisfaction.
Ameyo Fusion CX, the all-in-one helpdesk ticketing system allows you to automate ticketing distribution along with prioritizing them based on pre-defined parameters. You can also set time and event based rules to trigger a series of actions based on a number of events or time elapsed since an event occurred.
Some of the must-have features for cloud helpdesk software are :
The supervisors can view and manage contact center operations via the app but not agents in customer service help center software .