5 Reasons Why You Need Help Desk Software

by Elizabeth Dukes on September 17, 2012

Whether a company wants to admit it or not, the age of on-demand help has arrived. Clients from around the world will no longer find that sending an email or picking up the phone to submit a facility request, is acceptable. Instead, they will demand a reliable and fully automated, on-line help desk to aid them immediately in their hour of need. In the past, meeting this demand would have been problematic but, fortunately, now the latest help desk software is ideal for meeting this need. Here are some other reasons to use this valuable and cost-effective tool:

Enhanced Customer Service

Facilities seem to have an endless, wide variety of facility service requests. For this very reason, help desk software is critical to keep in a real-time, electronic log of every customer request and interaction. In this way, the help desk tickets are easily dispatched to the appropriate on-site resource(s) or to off-site, third party vendors. The result is more focused interaction, response times are shortened and customer service is enhanced.

Lowered Overhead

Not only does help desk software aid customers with easy-to-follow ticket submission, it also automates the dispatching of frequently requested items to a technician. In other words, fewer employees handle far greater numbers of customer requests which means lower overhead costs across the board.

Better Management Oversight

A well designed and properly implemented help desk software solution allows real time management oversight. No longer does management have to react to customer service issues. Instead, through a transparent view of all activity and service status, management is able to take a proactive approach engaging their technicians and vendors before any problems arise.

Heightened Employee Morale

It is a simple fact of human nature that contented employees provide superior work product. Help desk software provides employees with peace of mind that their request is important and it can be accessed on-line via a desktop or remotely through a smart phone device. In short, help desk software provides an answer to every customer issue. There are no more gray areas and the help desk staff are confident in their answers an in their customer service.

The Bottom Line

Help desk software is a real time application that allows you to run your operations in a smarter and far more cost-efficient manner. Payroll costs are lowered as are the associated overhead costs, your employees are happier and more productive and management has better control over the entire operation. In short, help desk software is an excellent choice for any facility management team.


Elizabeth Dukes

Elizabeth Dukes' pieces highlight the valuable role of the real estate and facility managers play in their organizations. Prior to iOFFICE, Elizabeth was in sales for large facility and office service outsourcing firm.

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