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(Last Updated On: February 19, 2018)

With the technological direction modern business have been moving towards, a push for organization and customer service solutions through software has been made. The most common form of connecting the business to customers and business to itself is through help desk software. The main goal of a help desk is to connect everyone to one central point for various purposes: customer communication, voicing questions comments or concerns etc. Depending on the business, a certain type of help desk is required. Not all software offer the display of information suited for the business such as banks wanting to keep their online access safe for each individual and merchandisers will have forums for frequently asked questions to be answered.

Web Helpdesk Software

Web helpdesk software is the most commonly viewed form of helpdesk. It allows customers to connect with the business or the business to connect with the customer to be able to contact them for inquiry. Customers can discuss their questions or concerns through the designated “customer feedback” section. The business receives and categorizes the question from the customer and is sent to the business’ customer service team to be addressed. Businesses can contact the customer to inquire feedback about their experience with their product or service. An interaction between the two entities can come through email, text message, social media etc.

On-Premises Helpdesk Software

On-premises help desk software is an enclosed system for connecting the business to the customers. By having an enclosed system, the customer and the business have web pages that can only be seen by the parties involved. This is done by having business host internally so the information remains safely within the business. This system is safe but expensive as a computerized system needs to be installed within the business to function. This can be seen in financial-management businesses such as PayPal or various online banking applications. When viewing your account with pin numbers, balances and other account information, you and the business are the only ones with access to this information, thanks to on-premises help desk software!

Enterprise Helpdesk Software

Enterprise help desk software is programs instated to connect all aspects of the business to an easily traversable map. Each employee is also a user of the software; the data they generate or collect is automatically categorized and displayed to other users. This way, the business is able to see the progress of projects, workloads of users and generation analytics and reports, among much more. A software of this type is essential for a large business that needs to smooth communications between their numerous employees. Finally, enterprise help desk software allows the business to scale to any size!

Open-Source Helpdesk Software

These have been around since the beginning of the online connection. Often referenced as “forums”, open-source helpdesk software is an avenue of answering customer questions or concerns through community channel. This means anyone, whether they are connected to the company or a regular Joe, can offer assistance to the customer about their comment. This is an easy and financially efficient way of offering customer support, the tradeoff being suggestions by other customers may be false. However, with the implementation of a rating system, reoccurring concerns will be addressed correctly.

Cloud-Based Helpdesk Software

Cloud-based help desk software allows any user connect anywhere in the world. Whereas in an on-premises help desk software is in-house and is maintained by the business, cloud-based help desks software allow the business to build and run their help desk without maintaining the servers. It is also open for anyone from anywhere to connect and use the help desk as the servers are international.

With all of these different types of help desks, it is important to understand the market your business is in and understand which type will best suit your business best.

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