Wat is een helpdesksysteem?
Een helpdesk is een plek die verantwoordelijk is voor het oplossen van verschillende problemen en vragen. Het kan worden bediend door individuen of door een groep experts. Ze gebruiken een helpdesksoftware om hulp te bieden en technische vragen te beantwoorden. Ze communiceren met klanten via verschillende kanalen zoals telefoon, online chat of email.
Helpdesksoftware biedt u veel functies en kenmerken: rapporten, gamificatie, live chat en nog veel meer.
Frequently Asked Questions
What is helpdesk system?
The helpdesk system is a place of comprehensive customer service that ensures information is sent to customers who need help. It enables faster and more efficient resolution of customer complaints, thanks to the automatic process of dealing with complaints. It can be used both externally - for the company's clients, and internally - dedicated to employees.
What are the types of helpdesk system?
There are four main types of Helpdesks. The first is a web helpdesk, which is about cloud hosting or software as a service (SaaS), i.e. companies that can rent a subscription solution. Another kind is on premise helpdesk. It is used when the company owns and hosts the system and has full control of the support department. The third type is enterprise helpdesk, or helpdesk, which goes beyond answering customer inquiries, but also includes features that improve the company's performance. The last type is open source helpdesk. This type of helpdesk staff does not test user licenses or permissions to gain access to the source code.
How long does it take to implement helpdesk system?
The time it takes to implement the helpdesk depends on how long it will take you to determine how you will use technical support. In assessing the implementation time, you need to include: time to implement employees, time to create a technical helpdesk and planning how you will measure the efficiency of the helpdesk.
Expert’s note
Een helpdesksysteem biedt hulp bij problemen en vragen via verschillende kanalen met behulp van software. Het verbetert de klantenservice en kan zowel intern als extern worden gebruikt.
Helpdesk aanvraagformuliersjablonen
An application form for a helpdesk should be written in plain language, avoiding technical jargon and complex sentences. Customer service teams should aim to respond to customer requests as quickly as possible, determined by variables such as team size and the complexity of requests. An SLA signed by customer service representatives can help establish response times. Overall, the focus should be on serving customers efficiently.
LiveAgent biedt een uitgebreide helpdeskoplossing met diverse functies zoals ticketbeheer, automatisering en live chat voor efficiënte klantenondersteuning. Met verschillende niveaus van helpdeskondersteuning en automatiseringsopties kan uw ondersteuningsteam betekenisvolle relaties opbouwen met uw klanten.