What is support desk software? - ProProfs Discuss
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What is support desk software?

Asked by Jared, Last updated: Apr 18, 2021

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G. Jabez

G. Jabez

G. Jabez
G. Jabez

Answered Nov 28, 2019

A support desk software is a tool that is dedicated to offering customer support. Every customer connects with support agents to resolve some issues they encounter. A support desk software helps in bridging the gap between support agents and customers. It is also a great tool for:

  • Keeping track of all customer issues on one platform

  • Resolving customer issues instantly

  • Track customer tickets from start to finish

  • Ensuring all customer issues are resolved accurately

  • Reach out to customers with canned responses

  • Assign tickets to relevant agents to resolve customer questions accurately

  • Monitoring agent performance and understanding what needs to improve

  • Improve customer support agent performance

Along with these benefits, a few support desk software, like ProProfs Help Desk, comes with powerful integrations, such as:

# Knowledge base integration:

Customers can search for their questions in the internal knowledge base and get answers to their questions themselves instantly. On the flip side, agents can look up common customer questions in the knowledge base and give accurate answers within seconds! Reduce customer issue resolution time with knowledge base integration with support desk software.

# Live chat integration:

Live chat integration with support desk software enables companies to offer 24.7 customer support easily. Not only that, it gives you all the advanced features of a live chat software as well.

With these amazing features, support desk software also comes at a reasonable price, making it affordable for companies of all sizes and industries.

So, the right support desk software is ideal to offer delightful customer support.

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