Help Desk: What It Is & The Software That Supports It

如果您想建立一家以客户为中心的公司，该公司专注于增加客户的价值和增长，那么满足并raybet电子竞技超越客户的期望很重要。通常这意味着建立一个帮助台, an important step towards becoming aflywheel键入公司 raybet电子竞技- 客户的成功促进您公司的增长。

Prioritizing reactive customer support will earn you goodwill with your customers and help you form productive partnerships with them, and the basic element of excellent customer support is responding to and resolving customer issues.

A help desk and ticketing system can help you stay organized and prioritize as you work toward your customer service goals. In this post, we'll cover the nuts and bolts of what makes a help desk, and which tools might be best for your customer support team.

What Does Help Desk Support Do?

Here's a breakdown of the specific capabilities most help desks are comprised of:

1.客户摄入量

Customer intake is how customers submit questions and issues to your customer support team. The channels used will depend on your customers and your industry, but it's advisable to offer a variety of different channels for customers to reach out to you to make sure you're helping them in the manner easiest to them. Otherwise, if you try to get customers to jump through too many hoops, they may grow frustrated and leave you for a competitor that's more accessible.

Examples of customer intake include live chat, web forms, email, social media, and phone calls.

2.共享收件箱

A shared inbox is how customer support teams can manage and collaborate on the responses coming in from customers to best determine a strategy for triaging and responding. It usually involves a way to consolidate and sort messages and assigning incoming tickets to specific reps.

Examples of shared inboxes include group email aliases,会话消息收件箱、即时聊天队列、and社交媒体监控工具。

3. Ticket Organization

票务组织是客户支持团队可以保持井井有条的方式，并在门票数量高时（例如在产品中断或繁忙的季节）时保持正轨。客户问题经常涉及各种不同的团队以解决，分类，优先级，分配和跟踪他们有助于节省时间并改善响应。自动化是一种更有效地路由并为专门研究某些问题或投诉的团队成员分配门票的有用方法。

Examples include help desk ticketing tools, collaboration tools like Asana or Trello, Jira, workflows, and more.

4.报告

报告是客户支持团队如何优化他们的工作，激励和补偿代表，并做出明智的团队优先事项和员工决定。服务台报告提供了有关团队系统和优先级的工作方式的见解。这通常包括仪表板，这些仪表板向管理层提供有关票务时间，客户满意度，代表生产力，客户体验等的信息。

Now that we're all on the same page about what makes a help desk, here's our list of the best help desk software your customer support team use to better serve customers:

1.HubSpot帮助台软件雷竞技苹果下载官方版

价格：免费；Starts at $40/month for more advanced features

当HubSpot Service Hub与其他HubSpot营销，销售和CRM产品一起使用时，它特别强大。通过将自动化和机器人与所有营销和CRM数据集成在一起，服务中心有助于提供端到端的客户体验，以帮助保留满意的客户。

The tool features help desk and ticketing software that combines a conversational 1:1 communication inbox, automation and bots to effectively route, assign, and respond to tickets, and reporting to help support teams constantly improve and iterate to achieve better results, faster, for their customers. HubSpot tools were developed for small to mid-sized businesses, but we also offer an enterprise tier to help large companies deliver exceptional customer support at scale.

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2.Zendesk Support

价格：起价为$ 5/用户/月

Zendesk is one of the most established customer service software companies, with tools that cater to a variety of different small, mid-sized, and enterprise customers. Its help desk tools are super-slick and consolidate all customer data across different platforms in one place.

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3.Salesforce Service Cloud

价格：起价为$ 25/用户/月

Salesforce通过其服务云提供了强大的帮助台。通过专注于帮助拥有较大客户服务团队的大型公司有效地扩展支持，其帮助台可帮助团队自动化客户支持，提供一致的体验并帮助客户帮助自己。

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4.Freshdesk

价格：免费；Starts at $15/user/month for more advanced features

Freshdesk提供了一个服务台，为公司的所有不同沟通渠道带来了客户支持。raybet电子竞技它有助于统一客户信息和信息，以为客户提供更好的体验，无论他们如何或何处获得支持。

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5.Intercom

价格：一个用户的起价为每月$ 39

Intercom也许以其实时聊天工具而闻名，其服务台工具是一个简单，易于使用的解决方案，对于不需要很多过程来与客户合作的团队。它包括用于易于协作和自动化的工具，以扩展和改善客户支持。

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6.Zoho Desk

价格：免费；Starts at $12/month for more advanced features

Zoho Desk的帮助办公桌解决方案旨在提高个人客户支持代表生产率。它的工具有助于确定洞察力和趋势，以帮助您的团队做出更好的决策以更快地解决客户案例。

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7.LiveAgent

价格：免费；Starts at $15/user/month for more advanced features

Liveatent是为中小型企业建造的帮助台。它更专注于电话支持和呼叫中心团队，但他们也支持其他电子邮件收件箱。

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8.Jira Service Desk

价格：免费；4-15用户的价格为每月$ 20，用于更高级的功能

JIRA的帮助台提供自助服务选项，票务自动化，SLA管理等。如果您的软件团队雷竞技苹果下载官方版已经在使用JIRA软件，则用户可以将IT票与团队的积压链接起来，以便在为客户升级之前就解决问题的根本原因。

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9。帮助侦察

价格：免费；起价为$ 20/用户/月

帮助Scout的帮助台重点是为最终用户或客户创造简单，愉快的体验。它的系统较少关注结构和门票，而更多地关注团队之间的内部协作，以更好地为客户服务。

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With so many great tools out there, you have no reason not to dive in and up-level your customer support efforts today.