As a system for recording applications related to the organization of user work and tracking their execution, HelpDesk software has long taken one of the key places in the list of tools for managing daily activities of large companies. But trends such as centralization and standardization of business processes, as well as the need for rapid deployment of new business areas, have majorly affected the user support process. As a result, modern business is getting a little simple owing to the number of high-tech applications.
HelpDesk solutions transform into geo-distributed situational centers, whose functions are much broader than ordinary technical support. And web-based HelpDesk programs are some of the examples that are focused on both the user and the business. Its easy accessibility and use make the service universal for receiving and processing user requests to HR, accounting and other departments. All in all, a web-based solution is not only a “one-stop service” for employee requests but also a single source of data on the company’s work, the efficiency of internal processes and risks.
Benefits & Drawbacks of Web-Based HelpDesk
A well-organized web-based HelpDesk covers just each and every need of a company and customers it’s serving. For the corporate knowledge base, the system stores and uses the history of all applications. In a ticket, you will be able to find the following info:
- how/ when the issue was resolved;
- what resources were required;
- whether it was a typical or extraordinary issue;
- how to prevent cases of this kind in the future;
- how to deal with similar issues.
With all these data being recorded, even a new employee will be able to quickly understand the situation, relying on the full “background history” and recommendations of the system.
If the company doesn’t use a HelpDesk solution, its customers/ partners may feel helpless having a question or problem unresolved. They may need to get an answer immediately, but they don’t always know where to go and who to address the issue to. If you want to avoid situations where you look unprofessional, we strongly recommend you to implement a web-based HelpDesk solution, which your customers can access at any point in time.
Some of the most widespread problems companies without HelpDesk programs are faced with:
- zero structured customer support mechanism;
- the support service is poorly managed and is ineffective;
- customer satisfaction is extremely low;
- business requirements have outgrown the existing customer support system;
- similar incidents arise and require resolution again and again;
- the enterprise is overly dependent on certain key people;
- response time and quality of support provided do not meet business requirements;
- there is no information available to management – decisions are more often made intuitively than on the basis of facts.
To fix the current situation, a consolidated team approach is needed. This will allow you to devote more time to planning, training, and working more closely with clients. In other words, you will have more chances to conduct proactive activities and develop your business. Of course, what is important for you is to pick the right HelpDesk solution. Despite their easy accessibility, web-based programs are rather fragile to platform downsides and are subject to hacker attacks. Therefore, you need to consider the two sides of a medal before purchasing any solution.