As enterprise companies strive to provide the best customer service possible, they’re turning to help desk software to better manage and automate the ever-growing volume of customer requests. But with so many different options on the market, it can be difficult to know which help desk software is a good fit for a large growing company.
This guide will discuss the most important features to look for in help desk software and how to select the best option for enterprise companies.
Defining Enterprise Help Desk Software
Enterprise help desk software is a tool that enterprise businesses use to manage high volumes of employee and customer support requests. This type of software typically includes a ticketing system and internal help desk which help enterprise companies to keep track of support requests and their statuses. It also usually includes a knowledge base, where companies can store information about common issues and solutions for better self-service, and lots of automation and team collaboration tools.
Why Enterprise Companies Need Help Desk Software
Using the best enterprise helpdesk software can help businesses save time and resources. When support requests are managed efficiently and the support flows are set up properly, businesses can reduce the costs associated with downtime due to technical issues. In addition, having a central repository for knowledge about common issues can help customers resolve problems on their own, without having to contact the company represantatives.
As reflected in the survey by Zendesk, enterprise help desk users report satisfaction rate of around 83%.
Help Desk Software Features: What To Look For in Enterprise Help Desk Software
There are many features to consider when knowing how to choose Enterprise help desk software. The software should be flexible, customizable, and scalable, ablo to meet the changing needs of a growing business. Enterprise help desks are used by large companies with big support teams and usually need advanced features such as multi-brand and multi-lingual support, enterprise reporting, automation, customizable workflows and more. Quite often Enterprise help desks have to be installed on the company’s own servers or be placed on dedicated servers due to strict compliance and data storage requirements. Other features to be considered include:
Scalability and Automation Control
Ennterprise help desk should be able to hadle high loads of data, and be able to change according to the growing company’s needs.
Most enterprise help desk software is designed to offer some form of scalability compared to other help desk software. This is because the software generally has more features and functionality and should be able to adjust to the flows of a specific company.
For example, enterprise help desk software typically includes a ticketing system, which can be used to track and manage requests from multiple users. Additionally, it often includes a knowledge base or FAQ section, which can be used to provide answers to common questions.
Another way that enterprise help desk software can offer scalability is through its support for multiple languages. This is important for businesses that operate in multiple countries or regions. By supporting multiple languages, enterprise help desk software can make it easier for businesses to communicate with their customers around the world.
Automating repetitive tasks and smart ticket distribution is definetely a must for enterprise companies. These automation tools help companies to make sure to control high level of customer service and meeting the SLA. Among the automation instruments can be chatbots, macros and triggers, predefined canned response templates, ticket routing, notifications and follow-ups, etc.
By automating some of the tasks associated with managing a help desk, you can free up valuable time and resources that can be better spent elsewhere. Automating certain tasks can also help improve the accuracy and efficiency of your help desk operations.
Flexible Deployment
Enterprise help desk software typically offers more deployment options than other help desk software. This is because the software is designed to meet the needs of large businesses, which often have complex IT infrastructure.
Flexible deployment means the software can be installed on-premises, in the cloud, or a hybrid of the two. This gives you the ability to choose what works best for your company, and it also allows you to scale up or down as needed. Usually, enterprise companies have their own IT team and server administrators whose responsibility is asset and server management. Other benefits of flexible deployment include improved performance, increased security and data access.
Integration Capabilities
The best help desk software in 2022 should be able to integrate with a variety of applications, including email, chat, and CRM systems. This will allow your team to manage all customer inquiries from a single platform.
According to a survey by HubSpot, 95% of customer service teams agree that a CRM platform is an effective way to enhance productivity.
Enterprise help desk system should integrate with CRM and SSO login to support the access to the existing corporate accounts.
Another important integration is with your company’s existing knowledge base. This will ensure your team can quickly and easily find the answers to common customer questions. Lastly, a good help desk system should offer a self-service portal where customers can search for answers to their questions.
Multiple Complex Operations and Collaboration Tools
The ability to support multiple complex operations and ticket escalation is an important distinction between enterprise help desk software and other help desk systems. It makes the software a more versatile and powerful tool than other types of help desk solutions.
All the customer tickets and internal requests should be gathered in one centralized hub with a single dashboard. Sometimes the requests should be managed by separate departments, products or areas of operation.
It also means enterprise help desk software can be used to manage a variety of different HR tasks. This is because it’s equipped with features that enable it to handle a high volume of requests and queries from employees.
In enterprise companies, most often there are several departments are involved in solving the problems. Therefore the teams shoul have a set of tools for effective collaboration. These tools include internal notes, escalation options, tagging, task management, roadmapping and more.
Advanced Analytics and Reporting
Robust reporting is an important feature because enterprise-level businesses typically have a large volume of support requests and require detailed reports to track and manage them effectively.
There are a few key things to look for in a reporting system, such as the ability to generate custom reports, schedule reports, and export data into different formats. A robust reporting system will give you the ability to get the most out of your data and make informed decisions about your support operations.
This can be a valuable asset for businesses that want to improve their customer service levels.
Outbound Engagement and Inbound Operations
Unlike other help desk software solutions, enterprise help desk software supports outbound engagement and inbound operations. This helps businesses manage customer interactions more effectively and efficiently.
Outbound engagement refers to proactive contact with customers, such as customer service or sales calls. In contrast, inbound operations refer to handling customer and internal inquiries that come in through channels like phone, email, or chat.
Excellent Customer Support
When considering customer support, you should make sure the customer support team is knowledgeable and experienced.
They should be able to answer any questions you have about the software and should be able to resolve any issues you have in a timely manner. It’s also important to make sure the customer support team is available 24/7. This way, if you have any problems with the software, you can always get in touch with someone who can help.
Get the Best Help Desk Software for Your Enterprise Company
When choosing help desk software for your enterprise company, it’s important to consider it’s flexibility and ability to be adjusted according to your company’s size, flows, market, and languages.
Enterprise help desks usually solve same problems as regular help desk software, but the following features make them stand different:
- Ability to handle high volumes of requests and complex questions;
- Flexible deployment (on-premise and private server installation options);
- High level of customization and scalability;
- Intergation with multiple applications;
- Segmentation and multilangual support;
- Strong reporting and analytics feature.
With the latest trends when more and more companies prefer to let their teams to work remotely, investing in an effective omnichannel tool for customer support and internal requests is one of the top priorities.
There are a variety of options available. Among the most widely used are Zendesk, Salesforce Help Desk, SolarWinds, Freshdesk. Among self-hosted tools – UseResponse.
so you should do a research and compare features and providers before making a decision, or even organize a tender. By taking the time to find the right software, you can improve your customer service and save money in the long run.
Ready to Try and Evaluate UseResponse Enterprise Help Desk?
Check out Enterprise help desk software UseResponse that has robust instruments for omnichannel proactive customer support, customer self-service, and transparent feedback loop management to improve customer loyalty at scale.
