Helpdesk is primarily a software solution designed aims at helping customer service organizations expand their first-tire problem resolution efficiency. It is an approach to customer support, includes a diagnostic expert system, a hypertext reference facility, and a ticketing database system.
This solution helps business operation centralize all service requests, monitor turnaround time, track request from all sources (i.e., e-mails, phone calls), build knowledge bases, assign tickets to employees.
This is what a helpdesk ticketing system stands for. In this article, we are giving you benefits of using a cloud-based IT helpdesk. It goes without saying that information technology has become lifeline to business operations of all genre and sizes. And business operations are inclined towards using helpdesk in order to manage clients’ problems in an efficient manner.
Today, every IT helpdesk managers want to keep their clients satisfied by avoiding backlog of tickets, slow response and resolution times. This is why, they are looking forward to working with cloud-based helpdesk software to provide proactive, collaborative, and versatile services.
Here are some key benefits of using next generation cloud base helpdesk ticketing system.
Proactive IT support: A cloud-based IT helpdesk provides proactive service that helps customers solve their problem on their own. This feature reflects a simple realization. For example, if you give them a choice between quickly resolving their problem on their won and waiting for help to arrive, believe it, your customers would opt for the first option. The customers would be able to solve their problems using self-service portals, in-house knowledge base, FAQs and other online information.
More collaboration: The cloud-based IT help desk comes with gateways for different social media services like Facebook and Twitter. Integration of social media platforms brings your customers closer to you. It gives you freedom to interact with them. Along with this, social media helps foster collaboration through different user communities.
Efficient enterprise-class infrastructure: A cloud enabled helpdesk system provides enterprise-class backup, security and disaster recovery as it is generally licensed on a pay-as-you go basis.
Faster ROI: A cloud-based application needs less hardware and software, thus it does not cost you a fortune. Through streamlined installation and lower infrastructure costs, it improves ROI. If you also want to enhance your customer service, helpdesk ticket software is highly recommended. Regardless of your business size and nature, you can implement this software to solve customers’ problems efficiently and in the shortest time possible.
For more information, you can approach a company offering reliable helpdesk solutions.