Help Desk Software

Today globally customers and business leaders alike agree that the three most critical facets of service delivery are a prompt response, well-informed service desk representatives, and a speedy resolution to the issue reported. Businesses have recognized the importance of evolving their current capabilities to meet ever changing customer demands and invest in emerging technologies to speed up the service delivery mechanisms. Organizations need to arm their helpdesk representatives with multi-channel communication tools, AI based solutions, bot’s etc. and precise information to deliver swift and resolute service.

Superior customer services are proving to be the distinguishing factor for the success of any business. Teckinfo’s ActivDesk help desk software, enables you to make your customer service effective and enhance satisfaction levels. We have successfully implemented industry specific ticketing systems like order booking and home delivery, banking, telemarketing and sales, car rentals, collections, patient care, and pathology services, etc.

Overview

Elevate Customer Care beyond Expectations with ActivDesk - Transform Service Dynamics and Support Journeys for Enduring Satisfaction

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What is a Helpdesk Solution?

It’s a software platform designed to streamline customer support and manage interactions efficiently. It centralizes customer inquiries from various channels like email, chat, social media, and phone calls, allowing support teams to track, prioritize, and resolve issues seamlessly. It often includes features such as ticket management, automated routing, knowledge base, analytics, and reporting tools.

Why Choose ActivDesk Helpdesk Ticketing System?

Seamless Customer Interactions

With ActivDesk businesses can ensure that every customer interaction is smooth, efficient, and personalized. The intuitive interface allows agents to manage tickets, emails, chats, and calls all in one place, ensuring that your customers' inquiries are addressed promptly and consistently across channels. Gone are the days of lost emails and forgotten requests. The helpdesk ticketing system organizes and prioritizes customer issues, ensuring that every query is assigned, tracked, and resolved efficiently. Automatic ticket routing ensures that each case lands in the hands of the most qualified agent, reducing response times and increasing issue resolution rates.

Multi-Channel Ticket Capture

In today's digital age, customers reach out through various channels viz: voice, email, chat, WhatsApp, SMS, and social media. With ActivDesk customer service software businesses can provide service to customers on their preferred interaction channel, capture, document customer issues and create service tickets, manage all interactions across multiple channels in one place. It enables your team to handle inquiries seamlessly across all these channels, providing an omnichannel experience that enhances customer satisfaction You can set triggers to open support tickets automatically, and respond promptly, regardless of the channel they use.

Unified Approach

With our help desk software, agents can swiftly assign, prioritize, and track cases, ensuring that no query goes unnoticed. All ticket-related communications, including voice recordings, chat transcripts, and email contents, can be accessed quickly and easily. With a unified platform, incoming tickets are centralized, eliminating the need for agents to switch screens resulting in enhanced agent productivity, efficient ticket management, reduced response times, and superior customer experiences.

SLA and Escalation Management

Service level agreements are defined to set response and resolution timeframes, guaranteeing a consistent customer experience. If a ticket breaches these SLAs, support ticketing system triggers automated escalations based on predefined rules. Escalation paths are configured to route tickets to higher-tier agents, supervisors, or management for immediate attention. This proactive approach prevents delays, showcases commitment to service quality, and maintains customer satisfaction. Real-time tracking and notifications keep teams informed about SLA progress and escalations enabling timely intervention and resolution. This module empowers businesses to uphold commitments, enhance accountability, and deliver exceptional customer service. By automating SLA monitoring and escalations, the solution optimizes support processes, minimizes response times, and elevates customer loyalty.

Knowledgebase Management

Businesses can curate a knowledge base repository i.e. consolidate and maintain a library of frequently asked questions, troubleshooting guides, and tutorials, that customers and employees can easily access to resolve queries quickly and independently. This feature not only reduces the workload on help desk team, it also improves first-time resolution rates boosts faster ticket closures leading to enhanced customer satisfaction rates. These knowledge base repositories can be utilized to deliver consistent service to customers, provide 24/7 self-service to customers and for training and skill enhancements for employees on boarding.By centralizing knowledge and encouraging self-service, the service desk software optimizes support, increases productivity, strengthens customer empowerment, reduce costs and contributes to a more streamlined and effective support strategy that fosters stronger customer relationships.

Integration with Third Party Applications

Our integration APIs enable businesses to deliver an enriched customer experience by integrating ActivDesk, our helpdesk ticketing system software with ID Cloud, a premium cloud contact center solution platform. A flexible API framework allows for custom integrations that can be tailored to meet your specific business needs. It can be seamlessly integrated with e-commerce platforms, marketing and automation tools, a wide range of 3rd party applications and also in-house developed applications further enhancing the capabilities and versatility of your customer support ecosystem. By connecting with popular CRM systems, productivity tools, communication platforms, and more, we ensure that your agents can access relevant information and functionalities within their familiar interface. This integration streamlines processes, eliminates data silos, and reduces manual data entry. With this feature, businesses can leverage on existing tools, augment efficiency, accuracy and maximize the value of their support operations resulting in enhanced customer experiences.

Key Features of Support Ticket System

  • Option for Online and Offline Ticket Registration: Register support tickets online or offline for convenient enquiry and complaint handling and exceptional customer support.
  • Automatic Ticket Assignment: Automatically assign tickets based on pre-defined criteria to the most appropriate agents for enhanced efficiency and swift issue resolution.
  • Intelligent Routing of Tickets: Direct tickets to the right agents based on filters like accounts, keyword, email subjects etc.to ensure faster responses. Supervisors can manually route tickets to the best available agents for quick action.
  • Unified Agent View: Agents can easily manage tickets, calls, emails, and chats from a single interface, view all previous interactions for consistent customer service. Support ticket system provides 360º view of ticket life cycle.
  • AI Enabled: Leverage AI powered voice bots and chatbots to automate routine tasks, provide instant responses. Benefit from natural language processing capabilities for accurate sentiment analysis, improved customer interactions and elevated support quality.
  • Remote Work: Agents can work from anywhere whether their home, office or any other location and access the complete functionality of helpdesk and contact center with remote support software.
  • Alerts and Notifications: Option to automate follow ups and send notifications for critical support issues, real-time updates on ticket status, escalations, and important events, ensuring proactive response and issue resolution.
  • Comprehensive Reports: Get valuable insights into support operations with advanced analytics. Monitor agent performance, track response times, identify trends, and make data-driven decisions to improve support strategies.

Take your customer service to the next level with help desk software. Call us today for a free demo!

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Benefits of Using Omnichannel Help Desk Solution

Multi-Channel Integration

Manage customer interactions from diverse channels viz: phone, email, social media, chat etc. in one place, providing a unified experience for both agents and customers.

Enhanced Customer Satisfaction

Deliver prompt, accurate, and personalized support across channels, boosting customer loyalty and satisfaction.

Efficient Ticket Management

Support ticket system streamlines ticket handling, ensures reported issues are assigned, tracked, and resolved effectively, reducing response times.

Reduced Agent Workload

Customers are empowered with a self-service knowledge base, freeing up agents to focus on complex issues and strategic tasks.

Data-Driven Insights

Get valuable insights from analytics and reporting to identify problem areas, find solutions, improve agent performance and streamline processes, take informed decisions that spur business growth.

24 x 7 Customer Support

AI-propelled engagement tools help deliver customer service round the clock, ensuring uninterrupted service as and when required.

Seamless Integration

Integrate with other tools for a comprehensive support ecosystem, ensuring smooth data flow and enhanced productivity.

Scalability

Accommodate business growth effortlessly, handle increased customer volume and evolving requirements without compromising service quality.

Anywhere, Anytime Access

Option to engage with customer across devices gives flexibility and convenience to the user to use it from anywhere.

Cost Effective

Option to host over public / private cloud means no investment on in premises IT infrastructure setup and maintenance with quick return on investment.

Transform Your Customer Support with ActivDesk Ticketing Software

Say goodbye to disjointed communication and frustrated customers. Whether you're looking to enhance response times, improve customer satisfaction, or optimize your support team's performance, Teckinfo has the solution for you. Embrace the best help desk software for a streamlined, efficient, and customer-centric approach towards service support. Connect with us and see how ActivDesk software can transform the way you engage with your customers.
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    See Frequently Asked Questions

    How does omnichannel ticketing solution work?

    Multichannel ticket software aggregates customer inquiries from different communication channels into a single platform. This allows support agents to manage all tickets in one place, reducing the need to switch between platforms. It improves efficiency by providing a unified view of customer interactions, leading to quicker response times and consistent resolutions.

    SLA and escalation management involves defining service level agreements that set response and resolution timeframes for customer inquiries. If an SLA is breached, the system triggers automated escalations, routing the ticket to higher-level agents or management for prompt resolution. This ensures that customer issues are addressed within specified timeframes, maintaining high service standards.

    Help desk software with a repository of articles, FAQs, and guides empowers customers to find solutions independently. It reduces the workload on support teams and enhances customer satisfaction by providing instant access to relevant information 24x7. The system supports content creation, categorization, and search functionalities, allowing users to quickly locate answers and troubleshoot issues on their own.

    Integration with third-party applications allows your helpdesk solution to connect with other tools your business uses, such as CRMs, communication platforms, and productivity tools. This streamlines workflows, ensures data consistency, and eliminates manual data entry. Integrations enhance agent efficiency and enable access to relevant information within the support interface, resulting in improved customer experiences and more effective support operations.

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