It seems difficult to imagine, but several decades ago, customers had to go directly to companies to solve any problem they had. As you might guess, the troubleshooting capabilities were pretty poor, leaving customers constantly frustrated.
Fortunately, the invention of the telephone changed everything. Although it took a few years before organizations began to take advantage of this device to respond to the demands of their customers, this resource undoubtedly improved things a lot.
We have come a long way since then. We have many tools at our disposal and a wide variety of channels to communicate with clients. However, this diversity of options can sometimes be overwhelming when choosing a solution. Which makes finding the ideal Help Desk software challenging, for example.
Not all software is adaptable to our business model, that is why when choosing, we have to take into account several factors which will allow us to acquire a product that truly fits our needs. One of those factors to consider is the functionalities of the tool.
Before, the use of Help Desk software was limited exclusively to meeting the requirements of users in the IT area. Today, thanks to its effectiveness! This tool is used by the companies’ support teams to attend to any customer request. Now we will study some key features of EXO HELPDESK software. This will make
Following are the 5 key features of Exo help desk software that play an important role while handling your clients’ queries.
These are the key characteristics that help out an organization to entertain their customers at their ease.
EXO Help Desk software integrates functionality that allows you to contain a certain amount of information to respond to different problems. This functionality allows you to create:
In summary, with this function, you should be able to generate a knowledge base that supports a self-service portal in which your customers can find information quickly and without the need to contact an agent.
The analytics portions help out users to configure the progress of customer tickets. Analytics tell you how many tickets are currently entertaining, how many are pending, how many tickets are prioritized, and how many tickets are closed. Users can easily analyze huge amounts of tickets in a very short time and can make decisions accordingly.
One of the most important key features. The tool should give you a complete overview of all support tickets through the friendly interface centralized control panel.
There are two important resources that this feature can help you better manage; time and user satisfaction level. By having an intuitive interface; Agents can quickly understand how to get the most out of the tool.
In addition, EXO Help Desk also has easy access to customer history which will allow them to respond immediately and increase their productivity.
EXO Help Desk provides a knowledge base system where the users can create instructional guidelines about the product/service. Knowledge base usually explains all general scenario solutions.
EXO Help Desk software gives you access to detailed reports on agent performance; but also on the load in a number of tickets per user, department, agent, type of request, etc.
You can use these reports to optimize response time, balance the load between your agents, detect problems, and more.