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A helpdesk refers to a tool or a software that helps your customer service agents manage and respond to issues and requests from customers. A helpdesk also allows your customer service team to collaborate better and streamline their workflow.
Your requirements from a helpdesk will differ depending on the type and scale of your business. A small business, for example, may not find the complex functionalities of an enterprise customer support software useful. Regardless of how big or small your business is, offering great customer service is essential in building a relationship of trust with your customers.
Typically, a good helpdesk includes the following features:
- Easy assignment of tasks
- Easy collaboration between agents
- Audit logs
- Self serve knowledge base
- Analytics
- Response templates
- Automations
- SLAs
- Customer satisfaction surveys
A powerful helpdesk can, therefore, streamline your agents’ workflow, reduce their workload, make it easy for managers to track agents’ performance, and improve the overall quality of customer service.
