What is Help Desk Software Used For: From Basics to Benefits

In today's digital age, customer expectations are continually rising, demanding swift and efficient responses from businesses. Help desk software has emerged as a pivotal tool in addressing these demands. It offers high-level value by streamlining communications and enhancing customer experience. But what is help desk software truly designed for, and how can it benefit your business? In this article, we work to guide businesses in making the right choice in a world where every customer interaction counts.

Help Desk Software Dashboard

What is Help Desk Software?

Help desk software is a centralized platform designed to manage and track customer queries, complaints, and requests.  This is to help facilitate effective communication between businesses and their customers. 

Historically, the concept of a "help desk" dates back to pre-digital times, where businesses had dedicated personnel at physical countertops to address customer issues. Of course, these still exist in many physical locations. Though, as technology evolved, the need for efficient, scalable solutions became evident. This led to the birth of digital help desk systems in the late 20th century. These systems have since significantly evolved, adapting to new business communication capabilities. They now play a critical role in ensuring seamless customer support in our interconnected, digital world.

What is Help Desk Software Used For?

Help desk software has a myriad of applications that span various functions and industries. Here are some specific uses:

  • Ticket Management: Customers can raise tickets for their issues. They are then systematically categorized, assigned, and tracked until resolution.
  • Knowledge Base Creation: Companies create and maintain a database of frequently asked questions, guides, and troubleshooting steps, allowing users to find solutions without direct assistance.
  • Live Chat Support: Provides real-time assistance to website visitors, answering queries instantly.
  • IT Asset Management: In IT sectors, help desk software tracks and manages hardware and software assets. This ensures they're updated and maintained.
  • Performance Analytics: Gathers data on customer interactions, helping businesses understand pain points and improve service.

The beauty of help desk software lies in its adaptability. While tech companies utilize it for IT support and product-related queries, other industries do as well:

  • The retail industry leverages it to address purchase inquiries, product returns, and feedback
  • The healthcare sector might use it for patient support
  • The travel industry for booking and itinerary issues
  • Educational institutions for student and faculty assistance

Its versatility makes it a critical tool for enhancing customer and user experience across a plethora of sectors.

What are the Pros of Help Desk Software?

Help desk software is not just about addressing immediate customer concerns. It's a strategic asset that can propel businesses forward in multiple ways. 

  1. Enhanced Customer Satisfaction: With quick response times and efficient problem resolution, businesses can boost customer satisfaction rates.
  2. Improved Productivity: According to Gartner, global IT spending is projected to be $5.1 Trillion in 2024, an increase of 8% over 2023. The growing use of Artificial Intelligence (AI) is expected to boost help desk productivity. This reflects continued investments in digital transformations that improve operational efficiency.
  3. Cost Savings: Over time, streamlined installation and efficient problem resolution can lead to indirect, yet substantial cost savings.
  4. Data-Driven Decisions: The analytics provided by help desk software helps businesses identify:
    • Recurring issues
    • Peak query times
    • The efficiency of individual support agents

This data becomes instrumental in making informed business decisions.

What to Look for in Help Desk Software

Choosing the right help desk software is pivotal for reaping its full benefits. Here are some key considerations to ensure you make an informed decision:

  • Key Features: Ensure the software aligns with your business's unique needs. Features like ticket management, live chat support, knowledge base creation, self-service portal, and IT asset management can be important but might not be critical for all organizations.
  • Security Considerations: Today, data breaches are rampant. It's therefore imperative to choose software that prioritizes security. Look for features like encryption, multi-factor authentication, and regular security audits.
  • Scalability: Your chosen software should be able to grow with your business. Whether you're expanding your team or customer base, ensure that the software can handle increased loads without performance issues.
  • User Experience: A user-friendly interface can make a world of difference. It should be intuitive enough that your team can utilize it without extensive training.
  • Integration Functions: The application should integrate with other tools and platforms used with little effort. This ensures a seamless workflow and reduces disruptions.
  • Post-Purchase Support: A company's commitment to its users doesn't end after a sale. Ensure that the provider offers:
    • Robust customer service
    • Regular software updates
    • Thorough post-purchase support
  • Reporting Capabilities: Support staff and management should be able to easily review analytics and usage data. This is important so support teams can provide a better support experience, and help management make business decisions.

In the end, try to make sure to align the software's features with business needs and goals.

Elevate Your Customer Support with Giva's Help Desk Platform

In an ever-evolving digital landscape, having robust, efficient, and user-friendly help desk software is no longer optional--it's mandatory. Giva's Help Desk Platform stands out as an industry-leading solution, meticulously crafted to elevate your business operations. Here's why:

  • Holistic Solution: Giva's cloud-based IT Help Desk helps you:
    • Make informed decisions
    • Ensure that no customer concern goes unnoticed with our automated customer support software
    • Provide ITIL-aligned service management
    • Track changes with standalone or integrated IT change enablement
    • Offer self help with knowledge management
  • Seamless IT Asset Management: With Giva's enterprise-grade hardware and software license management, stay ahead of software audits with a clear history of costs, and acquisition insights at your fingertips.
  • Quick & Efficient: Not only is Giva cloud-based, ensuring global access and real-time updates, but it can also be deployed in mere days. And the cherry on top? Just an hour of training is all that's required to get your team up to speed. This agility is a testament to Giva's user-centric design and intuitive interface.
  • Cost-Effective: Saint Elizabeth Health Care reported a 90% reduction in the time required in their help desk solution configure/customize time. This translated to a 50% lower Total Cost of Ownership (TCO) over a three-year period. Additionally, a 40% increase in productivity of the IT service desk team was observed, likely translating to more cost savings. This showcases not just the affordability but the undeniable value Giva brings to the table.
  • Robust Reporting: Giva's reports and dashboards are not only visually appealing, but they're easy to understand, offering real-time custom reporting and KPIs, with full color charts & graphs. You can create, save, share and schedule delivery of standard and custom reports.

Explore Giva's Help Desk Software today and witness firsthand the revolutionary change it can bring to your operations. And for those still contemplating, we offer a free 30-day trial--because seeing is believing.

Embracing Modern Customer Support Solutions

In our digital age, the bar for customer support keeps rising. This guide has shed light on what help desk software is and its pivotal role in meeting today's customer expectations. Whether you're a startup or an established business, choosing a top-notch help desk solution like that provided by Giva can be a game-changer. As you plan for the future, keep in mind the profound impact such a platform can have on your success.