Bolstering Customer Service With Automated Help Desk Software: 3 Factors to Consider


Help desk software has become essential in the business world for supplying both employee and consumer support. However, the daunting task of picking out the best automated software for the job is no simple feat.

Every small business or startup will inevitably run into this dilemma at some point in their growth stage. While still small and dealing with a limited number or employees or customers, handling complaints, concerns and general inquiries is not that difficult. However, as your customer pool grows and your employees subsequently increase, fielding a lot of these same tasks becomes increasingly problematic.

As your organization grows, staying organized and on top of everything can be trying, especially when coupled with the day-to-day tasks that are needed to keep a business up and running. The solution? Automated help desk software.

Price ranges from inexpensive open-source software to more sophisticated programs that are optimized and fine-tuned for specific industries. But, just for a moment, let’s forget about any associated price tags, extra bells and whistles, and even name recognition or notoriety of one particular brand over the other; selecting the best help desk software should come down to your specific needs and goals.

The following metrics should always be observed when selecting automated help desk software

  • Incident response time
  • Customer/employee interaction (live chat, instant messaging etc.)
  • Usability

Incident Response Time

Quickly and efficiently coming to a solution for an employee or a customer is the number one priority of all help desk software. If substantial time is spent navigating windows, logging feedback, and creating profiles, you’re wasting valuable moments — and those moments add up.

Not only should this software work quickly, but it should work efficiently, laying the groundwork for support tickets that haven’t even been opened up yet. Sound help desk software should give you the ability to create a user knowledge database — something like an FAQ. Rather than addressing a common concern with a different answer each time, these FAQs will provide consistency in responses, ensuring that your customers and employees are always given the same response.

Reduction of workload is just one of the ways that AI is shaping the future of business. According to Copper Project, finding information gaps is another — if your automation software can find common threads between multiple customer or employee tickets, all the better.

Customer/Employee Interaction

The next feature to keep your eye out for is what the software can offer in terms of facilitating communication and interactions. While sending emails and using a web form to voice a concern is great, this method of communication is lacking in the face of modernity. We live in a world of live updates, social media, instant chat box feedback, and text exchanging. Your customers and employees will expect a modern company to reflect these technological values.

Modern companies are expected to be accessible 24/7 and provide assistance in that time as well. This might mean through chat, social media, or by telephone. Ohio University calls the focus on conversation in this regard “conversational commerce” and mentions that your software should empower the customer to do these five things:

  1. Get immediate product support
  2. Receive personalized recommendations
  3. Read reviews relevant to their purchase
  4. Ask questions about the brand or product
  5. Conclude a purchase in the chat interface

Help desk software doesn’t just need to be about responding to customer problems but can also help facilitate sales and turn conversations into conversions.


Last but not least, the “usability” of one program over another can make a world of difference. Help desk software should be intuitive but also allow for a little wiggle room for user customizability. Different industries will require custom solutions, so make sure that your software is flexible.

Many of the programs that are out there today offer some form of a trial run. These two- to three-week demos can let you get your hands dirty and see if specific programs will be a good match for you and your company.

Remember, there are literally hundreds of different choices to pick from; don’t just settle on the first one that you find. Explore your options and make sure you pick the best piece of software for your industry.

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