#cloud helpdesk

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Four Key features to consider when investing in Cloud-based help desk software

There are many different types of help desk software packages available on the market today. The two frontrunners are on premise help desk software and cloud based help desk software, but which one of these is the easiest to install or use? Well, in terms of simplicity, both on cloud and on premise help desk software are fairly easy to install. However, the quickest and most convenient would probably be the cloud based option because it has an online approach and this will empower you to run a more flexible, efficient, streamlined and customer focused help desk service.

Something else, you may need to consider is what features are relevant to your business? Many companies offer different features within their software, but understanding what your company needs is of great importance to ensure the biggest positive impact on your customers.

Stated below are three key functionalities of proficient help desk software, which should be considered when selecting the most appropriate package for your company:

1.    Tracking & Reporting – this is an important feature within the help desk software because it gives your IT Professionals a system that is stable and can help to share, supervise and submit help desk reports. Additionally, having customisable dashboards in place enables your team to review and manage queries, as and when they need.

2.    Scheduling – The in-built internal calendar within the help desk software is useful because it can assist your Professionals organise their workload in terms of importance and deadline. For example, if someone’s computer needs updating, scheduling it for 2am on a Tuesday may be the most appropriate, as it will cause the least amount of interruption and disturbance for your customers.

3.    Knowledge Base – Having a software system in place that has an inbuilt knowledge base is very useful. This is because it provides a one-stop solution bank, where commonly occurring issues can be stored, which allows your customers to self-resolve their problem– saving vital time and resources.

4.    Remote Support – the help desk software can allow your staff to remotely access the computer that has the problem would prove to be quite useful as it helps your help desk professionals solve the problem, directly.

These are only a few of the features that help desk software can encompass. If you carry out a little bit of research, you will have the confidence to choose the most appropriate help desk service for your company, which will empower you to deliver the best customer service.

Here at NeuQs, we provide 3 users for free, forever, with our cloud based help desk software. You’ll be up and running with NeuQs within minutes through downloading our help desk software. You will be able to create calls through the internet or email and then assign these calls to the relevant person in your team.

If you have any problems with NeuQs, you can drop us an email at [email protected] or Tweet Us @NeuQs. 

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The Help Desk Dream...

Making life easier for staff and customers is what many IT Managers strive for. Typically, both these important stakeholders aren’t patient and when they run into problems, they want answers and solutions, and they want them now! They refuse to be tolerant!

To ensure their needs are gratified, an option for you would be to invest in and introduce help desk software within the business. Good help desk software has a very powerful reputation, as it has the ability to provide speedy, efficient and effective service directly to your customer.

Once you have implemented an IT support system within your business, you will notice that it will run by itself and you won’t hear your staff or customers complain again (well this is the case in theory…!).

The Help Desk Nightmare…

But then…you wake up and…

Your phones are constantly ringing off the hook; your staff’s workload is unmanageable and they are getting irate… something’s definitely gone wrong!!

Your customers are on the other end of the phone and showing their frustration because they’re not getting the service they demand and you feel that you’re in a lose-lose situation!!

Statements such as the below are becoming all too familiar:

“It’s too complicated!!”

“Why is it taking so long for my issue to be dealt with!!?”

“Your company is rubbish at sorting out my problem!”

And we’re back to square one…

Integrating Help Desk Software

The above scenario is most likely to be your company’s worst nightmare and I’m sure you’ll agree that it’s not something you would want to happen to your company.

 So how do we make the dream into a reality, whilst avoiding this nightmare situation?

Well, you can easily understand that having a help desk software package, can only be beneficial to your business because by introducing it carefully within your organisation, it will ensure that your staff will graciously accept it and most importantly, use the software.  If you follow the below, this important dream will become a reality:

User Friendly Interface – in order for your staff to embrace the software and feel comfortable with using it; it must be user-friendly and attractive enough for them to use. This will also encourage their efficiency with the software.

Gently Introduce the Software to your Team – when introducing help desk software within the business, it is important to provide an introduction of the software to illustrate the features and benefits of the help desk system. This will allow your staff to get familiar with it.

Appoint a specialist person internally – if you have the manpower, it may be useful to appoint a person internally who can be trained to have specialist insight knowledge on the software. This is so that the rest of the team can approach them when necessary.

Internal Knowledge Bank – having a ‘one-stop shop’, where colleagues can obtain generic information without having to hassle the ‘Internal Specialist’ and it also provides a quicker service to their customer. Implementing such tools will result in an execution of time and work effectiveness and efficiency, which will provide a long term strategy for your help desk team.

Cost – sometimes help desk software can be quite expensive, but it actually doesn’t have to cost you an arm and a leg! If you carry out a little bit of research, you will be able to find a system that provides the quality and user-friendly you need in a software system. If you look hard enough, you may even find a free system that will please those who are budget conscious.

The question in mind is; can I really find free help desk software that will suit my company’s needs and the answer is YES you can!

NeuQs has been developed using the latest Microsoft Silverlight and .Net Technologies, you’ll be assured it is a robust software system that has been especially developed to help you, help your customers.

NeuQs on the Cloud provides free and reliable help desk software, that will make both life and managing your work load much easier. NeuQs is available on the cloud, free for up to 3 users; forever. There is also an on-premise version that is available free, for a 30 day trial.

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How can help desk software benefit your business?

For those people who have a small online business, it is often difficult for them to fund or have the resources to operate a fully comprehensive customer services centre therefore the next best thing for them is to invest in online help desk software. Investing in this software would provide to be a huge weight off these organisation’s shoulders because it will automate many of the customer services procedures, which would normally be carried out manually. Therefore, these smaller companies will then be able to deploy their staff in other areas of the business.

In terms of a financial investment, help desk software as an entity has a low price, with quite a high return on investment (ROI), therefore giving the company many benefits without them having to spend a lot of money, and importantly, the investment coming under the organisation’s budget.

So how long does it take to install help desk software? In all fairness, getting up and running with online help desk software is quick, because installing and using help desk software can be almost instant, if organisations choose to use help desk software on the cloud. Cloud based help desk software, works similarly to Hotmail or Gmail email accounts, which basically means that the software is located someplace else rather than locally within the firm’s offices. This is quite beneficial to smaller businesses, because there are usually no additional costs in terms of maintenance when opting for the cloud version. Additionally, opting for help desk software, also means that the Help Desk Professional’s email inbox's are no longer clogged up with emails, as the help desk software will help to manage all the incoming and outgoing queries.

Additionally, something that is quite important to think about is satisfying and meeting the needs of customers. This is quite a daunting task for many companies because customers can easily get dis-satisfied however with the assistance of help desk software this will make the task of keeping them happier, much easier. The help desk software has the ability to empower your customers to solve their own issues, through the in-built knowledge bank which commonly occurring issues and their resolutions.

Overall, by investing in help desk software, companies will be more than likely to achieve the level of customer satisfaction they need to ensure their company will succeed within its competitive business environment.

NeuQs, help desk software will go a long way in providing your customers with excellent customer services, as well as empowering your employees with a structured system to aid them in their daily tasks. NeuQs is available both as an on-cloud install and as an on-premise download.

You won’t regret making this important decision, as you are able to use NeuQs on the Cloud almost instantaneously and fundamentally, it is pretty simple to use, and the great benefit of it, is that it will give you 3 users absolutely free, forever and only a small charge for users thereafter. And with the on-premise version, you will be able to trial it for 30 days without any commitment, whatsoever.

So, why not visit us at www.neuqshelpdesk.com, where you will be able to find more information on both products, so that you are able to make an informed decision on which NeuQs product is most suited to your business needs.