Posted On: April 8, 2021


Best IT service desk software for call centers in 2021

14 mins read


Complete your customer service toolkit with Knowmax DIY agent scripting tool

Start trial

Provide a service desk software bent towards rendering excellence. Help your agents and customers to find the solution they have been looking for in a few clicks & empower them with the next best action while enhancing your customer experience with actionable insights and a constant cycle of assess-learn-enact.

5 stages to implement a service desk software for customer service

Step 1. Create the content

Create a service desk software that serves your organizational needs on three levels:

  • Users
  • Agents
  • Employees

1. Users

Know what your customers need, focus next on making it compatible with the organization’s policies. Customers expect you to keep raising bars constantly and keep improving the performance. Focus on the market around you and follow your competitors, keep a healthy hand everywhere.

2. Agents

Agents should never become your means of passing on a branded message in times of customers’ desperation. They should rather be seen as a part of your resource team and must parallelly be encouraged for the creation of knowledge. Explicit knowledge thus is an inclusion of the entire service team into one.

3. Employees

Employees are responsible for multiple actions like recording, filtering, supervising, creating, training, assessing, and much more. They require aids to closely monitor actions and forecast future courses of action. It requires specialized service desk software that understands an organization’s needs and caters them with a wide range of features to choose from.

Step 2. Assess the results

What is the use of leaping continuously without looking back and seeing if or not you are on the right track?

Assessment with service desk software refers to fetching reports from each employee’s and agent’s dashboard making it easy to look at collective results and individual actions over a single screen. 

Step 3. Automate the process

Agents at a call center have more or less quite a monotonous job schedule. Complicated customer attitude, targets, and unclosed tickets keep adding to the issue. Automating customer service desk software assures speedy delivery of solutions on any given platform. A primary function of automated software also is to have an easy UI.

Step 4. Analyze the numbers

Customers need improvement, agents need targets, CX heads need numbers, as an enhanced outcome for efforts, and all collectively have their eyes on reaching goals and raising bars. The easiest way of doing this to analyze your actions and track each move. Draw out conclusion reports with various major and minor factors including all KPIs, both qualitatively and quantitatively. Assess feature helps by easing analytics in the form of simple spreadsheets and graphs over-complicated number charts. 

Ease of drawing inference gives actionable insights reducing time spent from receiving the information, processing it, and finally converting it to a report. This report can be automatically generated and be circulated through the teams at the click of a single button with admin discretion.

Step 5. Integrate the features

Every platform is specially created for some specific functions. Switching software is not a great idea and neither is stuffing everything you need into one single platform. Then what is? 

Integration allows various platforms with customized functions and specialized features tailor made for your organizational needs.

This means that all your agents need to do is to click some buttons, register themselves as users on integrated software, and instead of learning an entire interface, just learn the onboarding and process of the integrated platform.

Know how to boost agent productivity

Click here

Data doesn’t lie

It is well known that service desk agents are swamped most of the time with excessive targets. Here’s how a little help through service desk software improves customer bound metrics by leaps and bounds.

  • Most support teams measure their success through customer satisfaction survey results (48%) and the number of tickets resolved (39%).
  • 56% of service desks use the information gathered in customer surveys to create service improvement plans.
  • The average service desk spends 68.5% of its budget on staffing costs and only 9.3% on technology.

Service provision

A service desk software does not merely work on scripting the solutions but also devises ways to disseminate these solutions to the users’ doorsteps. 

This process can be both traditional and physical or conventional and virtua via various service channels.

Digital channels

Creation of a virtual contact center service desk software revolves around the concept of digital servicing and direct customer outreach for support, communication, query, and assistance. It is carried out through the following channels:

1. Website

Today, every organization needs to have some or the other forms of digital presence for brand maturity and market goodwill. A website reflects more of a B2B interaction or a development phase of a B2C business but becomes the first level self-help help owing to SERP presence on search engines.

2. App

Mobile applications serve the purpose of customer service on the go. A customer can register their issue from any location and get the solution listed. It could be through self-help, or via 24/7 omnichannel expert assistance as needed.

3. AI bot

Chatbots are smartly trained and programmed for apt replies and faster functions. They can distribute service articles, links, graphics, and documents on the channel requested by customers. Chatbots are trained in NLP and use ML for upgrades or reprogramming. They can be constantly monitored or even partly automated.

Assisted channels

Though a majority of customers now prefer to reach out to an automated response system, some queries are far too complicated or are elementary establishing the importance of a physical form of expert assistance on site. It is carried out through following channels:

1. Contact centers

The oldest existing form of customer service ever since telephonic renaissance hit the globe, contact centers operate on a simple principle of reaching out to the representative, registering your complaint, getting a solution, and getting assisted by a guiding voice on the other end of the line until satisfied.

How to reduce agent error

Know more

2. Retail

MNCs can be strictly into office space corporate cultures or in the retail franchise model of business. Franchises need more agent assistance as they cater to a single tone of brand across various cultures, languages, diaspora, and nativity. A high level of backend connectivity is needed to serve through service desk software in such cases.

3. Field

When the machinery is as heavy as an industrial plant setup or customer’s issue regarding mobility of the damaged device (if the damage is too delicate to be disturbed); the organization keeps a steady army of experts who can reach out to such customers at their doorsteps and repair the device. It could be through transportation of the machinery to a service center or repairing it on the site itself, in front of the complainant.

Conclusion

Your contact center workforce is a collection of human and automated resources with extraordinary communication skills. They are the ones who get one-on-one with your entire customer base almost every day. Including heads and team leaders in execution is correct but excluding these ground level service executives from planning could be fatal. 

For such multi-tasking job, it becomes a moral obligation, if not a mandate for you to scan the providers and choose a SaaS service desk software that becomes your fit without exploiting you on financial ends or making you compromise on the feature set.

Categories: 

Related Posts

SUBSCRIBE TO OUR NEWSLETTER

X
We are using cookies to enhance user experience. Click Accept to give us your permission.
Accept Decline