No matter what their size, businesses today run on technology. Because of that, the continued availability of IT services is hugely important to business operations from everybody’s perspective, whether you’re the owner, an employee or a customer. But, technology isn’t infallible, so it’s crucial to have a solid plan in place for when technology inevitably fails.
In bigger organisations, employees would be able to contact the IT help desk to report any issues, and there would usually also be a range of monitoring tools in place to raise alerts if something were to go wrong. But, when it comes to smaller companies, the IT team may not be quite as well-established. It’s usually much less formalised, if it exists at all. In many cases, IT tasks could be an ad-hoc task delegated to whoever is most tech-savvy in the business, leaving smaller companies juggling requests and issues on top of their regular workload.
1. Provide a Better Customer Experience:
Using help desk software allows IT support personnel to provide a more refined and professional service to their customers. In turn, this means that IT support employees will have a better understanding of their user and their IT history, bringing transparency, better management of expectations, and faster solution of issues into the process.
As any business owner today will know, delivering awesome support to your customers is essential for building a strong brand with a great reputation. Choosing the right help desk software enables you to easily do this. There are some simple, affordable, easy-to-use and yet amazingly powerful options out there nowadays. All you need to do when dealing with IT issues is to forward support emails to the helpdesk app, which enables you to start managing tickets straight away. Simple as that.
2. Prioritise and Streamline IT Issues:
One of the biggest benefits of using helpdesk software for small and medium enterprises today is that it allows you to prioritise and streamline IT issues. Where an IT department is less formal, this can create problems where issues are responded to on a first come, first served basis. They critical issues are often lost in the system or dealing with them is delayed, or they can quickly become repetitive if the same issue that has been experienced by somebody else in the past remains unresolved or nothing has been done to avoid the recurrence of the problem in future.
Using help desk software helps to take the pressure off by allowing simple IT requests and issues to be handled by the end user on their own. The software allows end users to access log tickets, FAQs and informational articles, or automated services through the same self-service portal.
3. Achieve More and Enjoy a Better Work-Life Balance:
Helpdesk software allows busy small business owners and employees to prioritize any issues so that time is spent wisely. Being able to use self-help information such as FAQ pages, or set up automatic rerouting tickets so that issues are sent to the right person, means that less time is spent trying to get IT issues seen to and more time spent resolving them.
Help desk software allows you to set up workflow using automation, meaning that your support personnel will be able to easily work on a range of different issues at the same time. In addition, choosing help desk software that offers mobile access allows people to provide and receive support, regardless of whether they are in or out of the office.
4. Improve Performance and Better Demonstrate Value:
Whether you’re using help desk software to improve the performance of IT support by shortening problem solving times, improving the average level of targets met, or boosting IT delivery, the reporting and analytical capabilities of the software can enable you to gain important insights into past performance. This would enable you to undertake any business decisions that you make for the future in order to improve the window of opportunities.
Any information that you gather using an IT help desk software program can then be used to demonstrate improvements in IT support and add value to key business stakeholders. Help desk software allows small businesses to deal with IT issues with the professionalism and efficiency of a larger company.