6 Help Desk And Live Chat Tools For Small Organizations

What You Need to Know About Help Desk System

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Before deciding to invest in a help desk system or not, it helps to get to know it better in a more in-depth way. It is more than just a part of an organization’s customer service. It plays a vital role for both the employees and the customers who need assistance. There are a few things that one has to know about this part of customer service.

  • 9 Help Desk Best Practices to Improve Your Customer Support. But you should also look into live chat software or a support ticket system. Help desk metrics and analytics.
  • JIRA, the software developer that produces Atlassian project management software, offers a free help desk tool for teams with up to three agents working on one service desk. This plan includes unlimited customers (or at least as many as your three agents can handle), service management (ticketing), operations management, 2 GB of storage, and more.
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Helpdesk Definition

LiveAgent is a popular and leading omnichannel live chat and help desk software. It offers many features, such as live chat, call center, time tracking, and email ticketing. Using LiveAgent can prove to be quite beneficial if you don’t have a support desk system because it’s an all in one platform and can make things easier for you.

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A helpdesk is a fundamental application that enables companies to answer concerns and requests of clients in an effective and quick manner. Aside from handling the communications aspect of the users, they also make sure that planned outages and changes to services are taken care of.

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A help desk system typically has a broad focus, providing users the best possible support for their IT needs. It offers centralized resources to track, analyze, and facilitate the resolution of issues. Some examples of helpdesk include technical support centers, product warranty and support functions, as well as facility service centers. They provide help through several channels such as toll-free numbers, instant messaging, and email.

6 Help Desk And Live Chat Tools For Small Organizations

Help desks offer functionalities that can provide insights into customer experiences and optimize the performance of the support team to ensure that they only deliver the best service. Help desk tools are one of the most vital programs that support customer bases.

Types of Help desks

The different types of help desk server systems are categorized based on various factors, such as the method of deployment, the size of the organization, target users, and customer support function. Here are the types of helpdesk software:

Web Help Desk

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This cloud-based software or software-as-a-service (SaaS) helpdesk is rented on a subscription basis. This way, users can easily scale up when necessary, saving them money in the long run. The program is rented out to companies that need technical support, system maintenance and upgrade, as well as data backup.

On-premise Helpdesk

This refers to a licensed software that a company buys and installs on their own. The company has a complete control over the helpdesk and they are responsible for its system maintenance and overall function.

Enterprise Help Desk

6 Help Desk And Live Chat Tools For Small Organizations Work

This type of software offers more than just the basic features. It addresses customer concerns, manages IT assets, and fulfills service requests. Most enterprise help desk solutions are modified to suit a company’s workflows.

Open Source Helpdesk

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Tools

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Open source help desk software enables developers to access its source code without paying for user licenses or asking permissions. This lessens their dependencies and makes it easier for them to modify and enhance the application.