Even a newly established enterprise help desk software startup has the goals to grow its operations and develop into a multi-million dollar brand. But with the growth of business, things do get easier. Not really! With big business comes big responsibilities and even bigger challenges.
Large enterprise organizations have a lousy way of meeting user expectations, in addition to hundreds of customer complaints. You will be working on the premise of helping thousands of employees ranging from simple support issues to something as basic as a slow internet connection. Enterprise help desk software is designed to solve the key support challenges with large and rapidly growing companies. With the right provider, they’re easy to implement at scale.
In this blog, we will find out the answer to a very important question – “What is an enterprise help desk?” and see what benefits it offers to big corporations. Let’s begin!
What Is an enterprise helpdesk software ?
An enterprise helpdesk software is basically an all-in-one support solution for extending help to your external customers and even your internal employees. Enterprise help desks include multiple channels, such as email, chat, phone, etc. It also enables you to create an extended Self-Service Portal or a help center.
You may wonder – “Well, how it is different from normal help desk software?”
An enterprise software help desk management is much the same as general help desk tools, except that it is designed to scale. In simple words, this would mean a facility developed for large enterprises so that they can handle all their support with ease.
The enterprise service desk is deployed across the globe in various industry verticals appreciated for good support for customers and staff. Departments including customer service, IT support, facilities management, human resources, etc. are those who get the most benefit from this tool.
What Does an Enterprise Help Desk Software Do?
If you are an enterprise, you obviously have bigger teams and even a greater customer base to take care of, managing an endless number of issues and requests on a daily basis enterprise service desk software.
An enterprise help desk ticketing system is where you overcome support challenges. Due to an automated workflow, more end-users are catered to with automated processes than manual ones. It assigns tickets to other departments, prioritizes urgent support requests, and shares relevant solutions across multiple channels.
In turn, enterprise leaders can then focus on the bigger goal of offering 24×7 reliable support by creating a support workflow and infrastructure that is fast, reliable, and less expensive for uninterrupted business operations and growth.
Top Enterprise Help Desk Features
Omnichannel support: Give your support reps context to solve problems. Get support conversations on all channels—like chat, email, and phone—in one place for a seamless experience.
Manage tickets: An enterprise ticketing system confirms that every issue or request for support is converted into a unique ticket. These tickets can then easily be assigned to any relevant agents or teams, be organized, and prioritized for effective ticket management.
Easy-to-use interface: Your ideal enterprise ticket management system must have an easy-to-use interface. This will save your team’s time invested in training sessions and let them get started faster.
Self-service features: An enterprise help desk gives you the choice to develop an extensive knowledge base. Your employees and customers can find relevant help in the form of help articles, FAQs, videos, guides, etc.
Reports & analytics: Understand gaps in your process and see how you can improve. Capture relevant service metrics such as average response times, CSAT, employee satisfaction, NPS, and more.
5 Advantages of An Enterprise Help Desk System
Be it resolving a simple password reset request from an employee or managing an angry customer, the enterprise ticketing system will come to your aid. Let’s explore some in-depth
benefits:
Automate to Boost Performance Managing a high volume of support tickets can be taxing for any enterprise. You cannot resolve every issue if you are still using manual ways of ticket management.
Enterprise help desk systems assist you in automating most of the workflows so as to save time, reduce effort, and minimize human errors. For example, the automatic ticket assignment feature allows tickets to be automatically assigned to only those agents with proper skills to handle the tickets.
You may also share automated notifications and alerts with your customers and staff members by updating them in areas such as new ticket creation, new ticket assignments, internal notes, and so forth.
Promote Self-Service with a Comprehensive Knowledge Base More than 60% of Americans prefer to handle basic customer service issues on their own through the company’s website or mobile app.
Enterprise help desk tools allow you to create a rich knowledge base that contains support material in the form of FAQs, guides, video tutorials, articles, and more.
A knowledge base is not only useful to your customers but also helpful to your internal staff. A neatly structured, clearly documented, and mobile-optimized knowledge base helps customers help themselves.
Collaborate Across Teams & Get More Done Internal teams struggle to communicate with other departments cross-functionally, assigning tasks, and tracking multi-department work.
On the contrary, easy collaboration amongst the team members means your business is on the right track. Ambassadors from different teams can communicate in real-time and do so much more together.
You can use the internal notes facility to add comments and discuss tickets internally.
Provide Seamless Support Experiences The quality of service you are offering your customers can influence buying decisions. Similarly, in the case of employees, a seamless support experience translates into fewer complications in day-to-day operations and increased productivity.
A seamless experience is when uniformity in responses is offered to the service requester across various communication channels. No matter whether users contact your business from their phone, laptop, or tablet, the experience should remain the same.
You can also set up Service Level Agreements with the help of an enterprise help desk. Well-defined SLAs will help your agents and managers maintain a certain quality of support, track SLA violations—all from one platform.
Measure Key Metrics & Improve Performance You need to track the right data constantly to improve your support operations and create strategies that could better the performance.
Listed below are some of the top support metrics or key performance indicators that one can measure using enterprise help desk software:
First Call Resolution: Number of tickets resolved at first contact with a user.
Ticket Backlogs/Pending Tickets: Number of new tickets yet to be resolved.
Average Resolution Time: The average time taken for resolving a support ticket.
User Satisfaction: It refers to the measure of how satisfied the employees or customers are regarding the service.
You can further customize these reports to see the daily, weekly, or monthly performance. You will also be able to share such insightful reports and analytics with important stakeholders like business clients, investors, partners, etc.
Examples of Top 3 Enterprise Service Desk Software in Business [2023]
Why is it so hard for most SaaS companies to meet big businesses’ needs and expectations? The following are the top 3 enterprise help desks that withstood the pressure of time and can be the right solution for your growing business. Let’s explore these tools:
ProProfs Help Desk ProProfs Help Desk is enterprise customer service software that helps an enterprise know, communicate, engage, support and retain customers with ease. With flexible pricing plans you can always move up the ladder and provide 24×7 reliable support to all key stakeholders.
Collaborate seamlessly across departments with internal notes, parent-child ticketing, canned responses, and more
Measure individual and team performance with smart reports and analytics
Automate your support workflow and solve tickets more quickly
Internal and external support tickets can be decreased by creating a knowledge base or help centre of its own. Only then can Zendesk arm any enterprise organisation with the tools needed to segment, personalise, and respond to customers on their favourite channels. The tool is highly scalable and thus would be able to match growing business needs.
Give agents the context they need to handle customer requests
Let AI-driven bots automate your support process. Efficiently escalate issues or requests to the right agent or most relevant team. Create a single view of the customer for more personalized interaction.
JitBit is another enterprise help desk that works great for your team. It offers two versions: a cloud-based version hosted by JitBit, and a self-hosted version installed on your own hardware. Among the top features are the ability to track company assets and assign them to users or tickets; to set agent roles and permissions; and to decide the level of access to be granted to them within the tool.
Use canned responses for faster replies
Android and iOS apps for delivering sure-footed support on the move
Grow Beyond Bounds With Enterprise Help Desk Software
Whether you’re a high growth innovator or an established firm in transformation, enterprise help desk software can help you support your customers and employees with ease.
Enrich productivity with automation, collaborate in an internal collaboration feature across teams as you deem fit, and foster self-service with a complete knowledge base. Not to mention that it will allow one to track key support metrics: the average response times, ticket backlogs or resolved tickets, CSAT, NPS, and much more.