What are the advantage of helpdesk online?

Some advantage of helpdesk online are: Help serve customers faster Improve customer service efficiency Helpdesk software helps to automate ticket generation Transparency in internal and external communication Sales helpdesk helps sales team to solve customer problems more efficiently

What are the helpdesk online features?

Some must-have features for helpdesk online are: Multi-channel support Automation system Self service ability Tracking and analytical reports Integration

How do I setup an online help desk?

Here’s how to set up a helpdesk for a business: Plan how the helpdesk will be implemented Determine the communication channel to be used as a helpdesk service Define role for each agent Set up self-service options with the help of a chatbot Workflow settings Preparing to launch

What are the helpdesk tasks?

The main helpdesk tasks are as follows Record and handle customer problems according to applicable SOPs Make reports on problems that have been successfully resolved User account handle

Best Helpdesk Online for Business Service 2023

The best helpdesk for great customer service

Helpdesk online is a tool for tracking, prioritizing and solving customer tickets efficiently.

Prioritize expired tickets to be resolved

Automatically generate and solve customer tickets

Get an instant overview of your team’s workload

Track tickets based on your custom tailored SLA rules

Integration of all channels in one platform

More than 35,000+ businesses have taken the advantage of Helpdesk online

Businesses Challenges Without a Helpdesk Online System

Unequal division of tasks

The uneven division of tasks causes the support team to be one-sided

Customers must waiting

Customers waiting for a long time to get a response from the support team.

Customers waiting for a long time to get a response from the support team

Teams have to switch apps to collaborate on completing tickets.

No analytical reports

There are no KPI achievement reports that can be used as insights for agents and support teams.

Helpdesk online solve customer problems faster

Facilitate the support team to serve customers 24 non stop with a helpdesk online system.

Helpdesk online generate quality customer service

Use agent routing systems to share messages automatically and fairly.
Streamline customer service flows with an auto-reply system.
Provide the best customer experience by solving their problems quickly.

Worst customer service

Customer requests are not resolved immediately due to overlapping tasks.
Customers have to wait a long time to get a response from your support team.
Support agents are overwhelmed to answer the same questions over and over again.

Powerful report dashboard to make better decision

The online helpdesk system is supported by advanced features that help you create valuable customer service.

Monitor all activity in an online helpdesk system

Make sure all customer problems are resolved properly or nothing is missed.
Measure productivity with powerful KPI metrics and generate reports automatically.
Customize business activity reports with simple and easy-to-understand customer service stages.

Trouble tracking business services

Dashboards cannot be adapted to every business need and workflow stage.
There is no automated system to help provide accurate KPI metrics.
Monitoring, management, and evaluation of business activities are carried out manually.

Optimize support team productivity via online Helpdesk

Encourage the support team to solve more customer requests effectively and efficiently

Streamline your customer service

Integrate your channels (Phone, Email, WhatsApp, Social media and more) in one platform.
Encourage your support team to provide consistent service across every channel.
Make it easy for teams to collaborate on solving customer requests.

Worst customer experience

Unable to connect multiple channels into one unified platform.
Customers do not have the option to communicate from their favorite channels.
Have to switch apps to collaborate on completing tickets.

Frequently Asked Questions (FAQ)

What is helpdesk online?

An online helpdesk software is a tool use to provide information and assistance to customers or end users. The purpose of this helpdesk service is to complete or provide direction about a product and function, such as online customer service.

The helpdesk software was originally used for IT support, but now companies use it as part of customer service. Companies usually provide online IT helpdesk to customers through several media, such as websites, instant messaging applications such as the WhatsApp API and WhatsApp chatbot email, or call center software.

WhatsApp us Get free trial

Some advantage of helpdesk online are:

Help serve customers faster
Improve customer service efficiency
Helpdesk software helps to automate ticket generation
Transparency in internal and external communication
Sales helpdesk helps sales team to solve customer problems more efficiently

Some must-have features for helpdesk online are:

Multi-channel support
Automation system
Self service ability
Tracking and analytical reports
Integration

Here’s how to set up a helpdesk for a business:

Plan how the helpdesk will be implemented
Determine the communication channel to be used as a helpdesk service
Define role for each agent
Set up self-service options with the help of a chatbot
Workflow settings
Preparing to launch

The main helpdesk tasks are as follows

Record and handle customer problems according to applicable SOPs
Make reports on problems that have been successfully resolved
User account handle

. Mekari Qontak

Mekari Qontak offers a system that makes it easier for teams to handle tickets faster. Qontak’s online helpdesk software ensures that all agents receive the same information and purchase tickets.

Main Features: CRM or Ticketing System, PBX System, IVR, SLA, ACD, Agent Routing, Wallboard Inbound & Outbound, Supervisor Tools, User Features, and Omnichannel support.

Developer: PT Qontak Tumbuh Makmur

Website: https://qontak.com/

Download Link: Android | iOS

2. Awesome Support

Awesome Support is one of the most popular helpdesk online system options for WordPress. While Awesome Support is very easy to set up, it’s not powerful enough for the needs of most support teams.

Main Features: Canned responses, Unlimited ticket history, Unlimited agents and tickets and email support.

Developer: Awesome Support

Website: https://getawesomesupport.com/

3. Help Scout

Help Scout is a helpdesk ticketing application that can help you to provide customer support more easily and powerfully.

Main Features: Shared Inbox, Reporting, Knowledge Base, Live Chat and Messages.

Developer: Help Scout

Website: https://www.helpscout.com/

4. Spiceworks

Spiceworks is a cloud-based helpdesk ticketing software designed to manage tickets from customer interactions. This ticketing software also provides customer support through multiple channels and tracks agent performance.

Main Features: Ticket Prioritization, Knowledge Base, Time Tracking, Mobile Self Service and Active Directory.

Developer: Spiceworks

Website: https://www.spiceworks.com/

5. TalkDesk

TalkDesk offers a ticketing software that helps manage customer support faster. The TalkDesk app supports customer service teams creating consistent customer relationships.

Main Features: Session Routing, Session Queuing, Concurrent Calling, IVRI, nbound Screen Pop and Persistent Data.

Developer: TalkDesk

Website: https://www.talkdesk.com/