Why Use Help Desk Software – Every Business Needs To Know

using help desk software

Do you struggle while looking for ways to improve your operations and make your life easier? Well, you are not alone.

Robert was struggling with his BPO business too. He was trying to find ways to improve customer support, speed up issue resolution, and make his customers happy with excellent service. After researching, he discovered that outsourcing IT help desk services could solve all his problems.

Now you might be thinking about how an outsourcing service could possibly help. In a nutshell, these companies use help desk software to provide excellent customer support and manage and streamline processes.

But what is help desk software? What if you decide to integrate help desk software for your business? Will that be a good investment? If you’re looking for answers to the same questions, read the article till the end. (without skipping anything)

What is Help Desk Software?

A help desk software serves as a Single Point of Contact (SPOC) to address internal or external queries for a business. Support can be obtained via phone, email, live chat, instant messaging, social media, or self-service procedures.

A help desk tool organizes customer interaction to assist businesses in responding faster and more effectively to their clients. Your support staff may give your clients the best possible experience using help desk software.

The software can help you calculate the following metrics that are essential for exceptional customer experience –

  • Ticket Volume
  • Resolution Time
  • First Contact
  • Resolution Rate
  • Customer Satisfaction Score
  • Resolved Tickets
  • Backlogs

Not only does software offer features to give you context and insight into customer experiences. But it also provides internal features to benchmark your customer support team’s performance.

What Type of Help Desk Software do Businesses Use?

Different types of help desk software are available in the market, catering to businesses of all sizes. The type of business, team size, and support requirements will determine the best option for your company.

The four types of help desk software are:

1. On-Premise Help Desk Software

On-premise help desk software is deployed and runs on a company’s servers. It needs an upfront investment and can be expensive to maintain due to hardware and software costs.

An on-premise solution offers more control over data and security but may require IT resources for upkeep.

2. Cloud-based Help Desk Software

It’s a cloud-based help desk SaaS application that runs on the vendor’s servers. It is a pay-as-you-go, subscription-based model that can be scaled up or down as needed. A cloud solution is typically easier to set up and does not require IT resources for maintenance.

3. Enterprise Help Desk Software

Large businesses, on the other hand, benefit from an enterprise help desk solution since it includes capabilities that lower-tier packages do not. Advanced encryption levels, multi-brand support, unique user roles, and business reporting are a few features available with this level of service.

Enterprise-level software is also more adaptable, allowing organizations to automate some of their employees’ more complex talents.

4. Open Source Help Desk Software

Open source help desk software is free to use and modify. It is developed and maintained by a community of developers and is typically hosted on the company’s own servers. Open source solutions offer more control over data and security but may require IT resources for upkeep.

Benefits of Help Desk Software

There are many benefits of using help desk software for businesses, including:

1. Improved Customer Experience

One of the main goals of a help desk is to improve the customer experience. Help desk software gives you the ability to track, measure, and benchmark your team’s performance.

This data can be used to improve processes and procedures. Additionally, features like live chat and self-service portals allow your customers to get the answers they need without waiting for a response from your team.

2. Increased Flexibility

Help desk software is typically subscription-based, allowing you to scale up or down as needed. This is especially beneficial for businesses that experience spikes in customer support requests.

Additionally, cloud-based solutions can be accessed from anywhere with an internet connection, allowing you to work from anywhere.

3. Improved Collaboration

Help desk software includes features that improve collaboration between your team members. For example, some solutions include a knowledge base where your team can share information and best practices.

Other features like assignment rules and notifications ensure that tasks are appropriately assigned and that everyone is kept up-to-date on the latest developments.

4. Reduced Operational Cost

The software doesn’t have human-like requirements and can work for long hours without breaks. This helps to save on the costs that would have been used in employing people to do the same job.

What’s more, the tool functions 24/7, which means that there is no need to have shifts to cover day and night hours. In the long run, this reduces the amount of time spent training new employees.

What Features to Look for in Help Desk Software?

The features of help desk software vary depending on the vendor and the package you choose. However, some common features are typically included:

1. Ticketing system: A ticketing system is used to track and manage customer support requests. Tickets can be created manually or automatically generated from email or web forms. The ticketing system includes features like assignment rules, notifications, and SLAs to help your team resolve tickets efficiently.

2. Live chat: Live chat allows customers to get answers to their questions in real-time. This feature can be used on websites, mobile apps, or even through a third-party messenger like Facebook Messenger.

3. Self-service portal: A self-service portal is a knowledge base where your customers can find answers to their questions without having to contact your team. The portal can include FAQs, how-to articles, and even videos.

4. Reporting and analytics: Reporting and analytics give you insight into your team’s performance. Reports can be developed for individual agents or the entire team. Additionally, some solutions include dashboards that provide real-time visibility into key metrics.


Help desk software is a valuable tool for businesses of all sizes. The software can help you improve the customer experience, increase flexibility, and reduce operational costs. When choosing a help desk solution, be sure to consider your needs and budget.

Additionally, look for a vendor that offers a free trial so that you can try out the software before making a commitment.

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