Helpdesk Monitoring - Top 7 Features For Efficient Support Management

by Lena Radosavljevic

It is no secret that the success of a business depends on laser-focused support practices that ensure excellent customer experiences. However, more and more businesses are starting to transition from providing in-person services to remote services. This transition has caused a dire need to proceed with help desk monitoring and the use of other digital channels to provide maximum help and support to a business’s customers.

Following the current trends, modern businesses need to utilize digital internal helpdesk solutions now more than ever. This is because customers are now more oriented towards the use of online and remote support systems, while companies are also focusing on using new technology to keep their customers connected. So, if you want to keep your business running smoothly, you should consider using a help desk monitoring app like Helpy.

In short, helpdesk monitoring plays a vital role in efficient support management, provided that it includes specific various features. Today we have come up with the top 7 features necessary for efficient support management that will help ensure that your help desk service is set up for success.

Top 7 Features For Efficient Support Management

In the upcoming lines, we will see how you can ensure the maximum success of your business by utilizing helpdesk monitoring.

IT Service Catalog Feature

The first thing that you should consider for efficient support management is the development of an IT service catalog. This catalog covers all information related to the cutting process and provides the end user with detailed information regarding ticket creation and service request processes. The most important thing to consider while creating a service catalog is to provide the user with clear written instructions in the easiest and simplest form.

A business’s customers may include a wide variety of people who may not be able to understand technical instructions, so keeping the written content simple is key to good helpdesk management.

What are the key pieces of a service catalog?

Knowing the needs of a service catalog is an important part of helpdesk monitoring. Here are a few key pieces to consider:

  • The name of the catalog item.
  • The prominent mention of the categories such as support, infrastructure, hardware, software, etc.
  • The approval structure that covers how the customer can successfully proceed with the ticket opening process.
  • All costs (if any) associated with the complete service.
  • Detailed information about the security and access permissions.
  • Issue tracking process.
  • Delivery expectations.
  • Point of contact for questions.

Utilization of a knowledge base or self-service portal feature

Help desk software systems should always include an option for a knowledge base. This simply means that whenever the customer needs a solution to a problem, they should not have to wait for a ticket opening process. Instead, make use of a knowledge base to resolve common customer issues that allow customers to obtain quick answers to their questions.

Here it is worth mentioning that a self-service portal is basically a versatile tool used to help systems combine various knowledge base articles that provide maximum knowledge to the end user. It directly addresses the problems of the potential customers and provides how-to content with personalized service. The best part about the self-service portal is that it is available 24/7 to all users.

The biggest benefit of using a knowledge base is that it reduces the strain on the help desk support system. The ticket will only be opened when the customers face more complicated problems that cannot be solved without 1:1 support.

So are you ready to give your customers the ability to solve their problems with a help center and manage issues or find answers themselves in your knowledge base? Then you should proceed with an elite customer support software system such as Helpy. In fact, any high-quality customer support software allows you to to utilize a self-service help centers that allow you to enjoy various benefits, such as:

  • Reduce support costs with a self-service knowledge base.
  • Customize and brand your help site.
  • Create custom request forms for multiple issue types.
  • Built-in feedback and reporting tools help you find topics you need.
  • Restrict access to only existing customers, or extend availability to everyone.

Helpy has all of the above features.

Maximize use of communication features to get the job done

Complete and thorough help desk monitoring involves focusing less on cost minimization and more on delivering excellent customer support. It is very important to ensure that your team is able to provide excellent services and proactive support. The most important thing is that your user base will be able to view the help desk as a partner in problem-solving, instead of a place where they do not find enough features to solve their problems.

Communication plays a vital role in this regard. However, integration of all helpful features is necessary, to include a fast ticketing system, self help portal, SSL security features, and moref.

According to SaaS expert Metthew Monahan,

The first win is that your team will achieve excellence in providing great support and constantly looking for opportunities to help users before waiting for them to report problems.

Moreover, helpdesk monitoring is so successful that customers do not feel frustrated when things go wrong.

Quick access to statistics and metrics

Successful evaluation and analysis of customer responses is possible only when a help desk is able to immediately provide the user with detailed analytics without any delays. For this purpose, a helpdesk should make use of various features, such as graphics formation, statistics collection, and evaluation of the customer feedback.

Having quick access to metrics and statistics is beneficial because it ensures that the customers are happy with the overall performance of the company and feel they are receiving instant solutions to their problems.

Quick implementation and support

Efficient support management requires quick implementation and support that guarantees that the support team has to spend less time solving technical problems and more time  solving the individual needs of the customers. In other words, the support team will have to spend less time and effort in making the tool work. As a result, you can expect the maximization of your adoption rates and can better meet your ROI goals.

Remember that the help desk is the primary tool used to directly interact with customers and provide personalized support.

According to Invgate:

Downtime or bugs within the Help Desk can also hurt adoption rates and ultimately reduce system effectiveness. It is also beneficial to look for a guaranteed uptime SLA for cloud based systems to ensure extra confidence in service.

User-friendly interface

It is no secret that customers are impatient while waiting for the help desk portal to help them with their problems. This means that support software must work according to the desires and needs of a business’s customers and provide them with an easy interface. In this way, customers can experience convenience with a modern, easy-to-use interface.

Here you may want to know:

How do you choose the best and the most convenient interface for your users?

First of all, you should accept the help of UI experts who will provide you with convenient designs. Another pro idea is to track and address user-reported incidents quickly and make changes accordingly.

Outstanding ticket management & tracking

The most important thing for any help desk software system is to proceed with efficient management of tickets. Although it may sound quite obvious, it is something that makes a huge difference.

According to a trusted source:

The ability to effectively organize and monitor your active workload offers huge benefits in terms of ticket throughput and resolution time, and ultimately the efficiency of your entire organization.

Here are the few things that you must evaluate while proceeding with efficient ticket management and tracking.

  • How can you manage all of the tickets, especially when there is a lot of workload? What is your strategy to organize the tickets and how do you prioritize them?
  • Have you sorted out the tickets that require your immediate and urgent attention?
  • Did you hire more than one team member to solve the complicated problems associated with the most complex tickets?
  • How easy is it to group together multiple tickets with a common root cause and maintain multiple end users in the loop as resolution progresses?

All of these features combine together and provide assistance in helpdesk monitoring. You must consider all of them to proceed with efficient support management. Keeping the helpdesk system up and running and ready to respond rapidly to customer issues is critical to establishing confidence in your organization's capabilities. In this way, it can enhance the system effectiveness and you will enjoy a boost in sales by providing excellent customer support services. From the above discussion, it is also evident that without paying special attention to the helpdesk monitoring, you cannot succeed in the online world and cannot maximize the contribution your company can make in enhancing the user experience.