6 Features of an Outstanding Help Desk

Best Help Desk Features

As a service provider, you use your help desk to assist end users with their problems. However, if the software you deploy lacks vital features, it will become quite difficult for you to keep your customers satisfied. Below is a list of components that will make your help desk software and systems outstanding:

  1. Several Contact Channels

    Customers should be able to access your help desk from a range of different channels including, social media, phone, email and live chats. This makes the problem solving process more convenient since people can choose the form they are more comfortable with.

  2. Business Rules

    There are many small actions that one can easily perform, but in times of stress, even they seem too difficult. This feature allows the system manager to automatically redirect repetitive queries to a knowledge base or an auto responder. In this way, the number of issues that your team must resolve decreases significantly and they can now focus on larger and more complicated queries.

  3. Knowledge Base

    The knowledge base should contain a frequently asked questions section, as well as other "How to" articles that guide users through the troubleshooting process. In this way, customers will be able to solve problems on their own without having to rely on help desk operators.

  4. Analytics System

    This is a great long term investment as it allows you to assess the types of issues your users face. This can also include other types of significant classifications that will allow the company to improve its products and its help desk response team's knowledge base.

  5. Dashboard

    The dashboard is a very convenient way to display important data. It allows the agent on the help desk to track ongoing tickets, new problems and performance levels such as information on the number of solved queries.

  6. Issue Tracking System (ITS)

    The ITS is a vital part of any functioning help desk. It allows the team to manage customer issues in an orderly manner while avoiding any confusion. It organises problems according to the type of problem, the agent and any other relevant forms of classifications.

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms