It’s usually pretty difficult to tell when it’s time to upgrade a software system, especially when it comes to your help desk software. Even in the best cases, an outdated or small help desk system can be frustrating for everyone involved. Users are already upset that something isn’t working right on their end, and sometimes they have trouble being patient while your team searches for a solution.
Properly managing your help desk software is just as important as what solution you choose. Even if you have the best technology, if it’s not properly configured the software can create problems and hostility with its users. One of the best ways to optimize how employees utilize your help desk system is through implementing custom fields. Not only do they save time, but they also improve the communication of your team with customers and even between departments. Here are a few ways on how to set up a help desk software properly with custom fields to save time and money…
The amount of focus companies devote to customer experience and engagement has continued to increase. Especially for companies who can’t beat their competition when it comes to price, an excellent customer experience can be a key differentiator. This is especially true in the B2B industry, where companies are often willing to pay more for a better experience. One of the best ways to improve the help desk portion of the customer experience is by utilizing external help desk software.
In the modern help desk era, sometimes waiting around for your customers to reach out to you isn’t good enough. Competitors are pestering your customers with emails and phone calls on a daily basis, yet some help desk teams are limited to only communicate with customers in their ticket queue which ignores a huge opportunity. After all, your business development team worked hard to acquire your customers, so why should communication slow so substantially once they sign the dotted line?
Here at TeamSupport, we're always striving to create a better help desk experience for customers in the business-to-business (B2B) industry. Last week, we were honored and humbled to learn that we have been named a "Leader" by independent research and review firm G2 Crowd in their latest G2 Crowd Grid® for Help Desk report.