Your business is successful and growing. But are you overwhelmed by customers asking you questions, despite the fact that you have a good FAQ on your website? Then it’s time for you to get some good help desk software.
What is help desk software?
Help desk software is a software application that helps you manage customer inquiries. Simply put, with help desk software you can help your customers more efficiently and faster.
Help desk software is designed to provide a customer with information and support regarding your company’s products or services. Customer inquiries are typically submitted via multiple channels including email, phone, or social media.
Good for you to save some time, good for your customers since they get help quicker and better.
What is good help desk software for small businesses?
There are many providers for help desk software. Some are very advanced (and expensive) and suits best for large companies. But there are also good and affordable options for small businesses.
It starts with what you need and what you expect from help desk software. For example, are you working with a team that handles your support or is it just you?
When it’s just you that provides support, you don’t need an advanced ticketing system in your helpdesk software.
So start with defining what you really need before searching for solutions. Once you have that cleared out, it’s easy to select the right help desk software for your business.
Automation is key for small businesses, but also tricky
One of the things we see that is important when providing support in a small business is automation. Smart automation via chatbots saves you time and helps customers quicker. Commonly asked questions are handled by the chatbot whereas only the more difficult questions land up at your desk.
However, when using automation you want to make sure that your customers have a very human-like experience. Often a chatbot feels very robotic with a predefined question/answer path to follow.
If you want to make use of chatbots, go for a chatbot that uses Artificial Intelligence (AI) and Natural Language Processing (NLP) technology. With the technology a chatbot understands natural, human written text which makes the chatbot more human-like straight away.
The tricky part of AI and NLP driven chatbots is that when you build them from scratch, they can be expensive and time consuming. Also an NLP engine needs continuous training to get better and to understand more human language. When selecting a help desk software provider, check how AI and NLP is handled.
At Table Duck, we do the heavy lifting and NLP training for you. With our solution you only have to provide the answers to the questions and off you go.