3 signs you need a more effective help desk software
Help desk software is an important asset to many companies, regardless of size or industry, because it makes responding to requests faster and reduce manual processes. Simply put, a help desk can make business operations straightforward and more productive. However, what if your help desk is no longer working well for your overall organization? Help desk software goes beyond that of an IT department, as an ineffective one can lead to continuing issues for other departments within an organization. How do you know when it’s actually time to move on from your current help desk software? Let’s look at the 3 signs you need a more effective help desk software.
Agents are at the center of help desk operations, as they respond and address numerous support requests. When support requests start to arrive at an all-time high and your help desk software can’t keep up, the responsiveness and work productivity of agents can greatly decrease. This can lead to an increase in negative feedback along with agent turnover in internal IT operations. An ineffective help desk software not only ties up other support staff from other duties due to lack of resources, but also brings overall company morale down. Changing to a help desk that is flexible to daily operational needs can make all the difference when turning around an overwork support staff.
Massive Support backlogs
The main goal of a help desk is to provide quick resolutions to multiple support requests. As your company grows, and your software starts to lag, requests can go both unnoticed and unresolved. Expanding your help desk to adapt to current and future business growth is necessary to continue delivering timely service request resolutions. Therefore, if you plan on taking your organization to a new level and your current help desk cannot go along for the journey, it’s time to look for a new solution. Customers deserve nothing but the best when submitting requests, which is why you need a trusted help desk to back you up not only for the future, but also in the present.
Maintaining a help desk does not come cheap, as factors. Factors, such as number of agents and premium features, can skyrocket software plan rates. Most help desk software that are currently available offer a variety of plans anywhere from $29 to over $200 on a monthly or annually billing cycle. Pricing can be a make or break for many companies, as more advanced features means more money. ngDesk is different unlike other help desk companies who charge an unreasonable price for enterprise features. Not only is ngDesk free with unlimited agents, we also offer many features ranging from analytics, SLAs and on-call scheduling, to give you the most support from a help desk at nothing to your organization.
ngDesk 2.0 is slated to be release this summer. Get ready to see overall solutions to the 3 signs you need a more effective help desk software in action.
If you have any other questions concerning why ngDesk offers free and reliable web help desk to clients, or if you want a quick introduction to ngDesk, we encourage you to sign up for a free 1-on-1 screen share session with an ngDesk pro. Or you can dive right in with your very own free ngDesk account. All you need is an email address!