Your IT staff has a lot of responsibilities and their job is often hectic and often complicated. IT support software helps reduce some of the chaos and hassle of hunting around to find information, enabling them to focus their attention on solving your users’ issues.
Work effectively as a team
For larger support functions, IT support software provides the tools to balance requests across agents and teams, route and track large numbers of tickets and monitor the performance of your IT support processes. It helps you with scalability, workload balancing, establishing follow-the-sun support offerings and managing escalations. Armed with more complete and better-quality information, your teams will be able to achieve higher levels of productivity, efficiency and cost control.
Help employees help themselves
Spend less time on password resets and common IT support tasks by providing intuitive self-service capabilities to your users. IT support software provides you with a means of curating information and self-service tools to help users solve their own problems. If they can’t resolve the issue on their own, IT support software provides an effective means of engaging your staff for support. Nobody likes to ask for help, but IT support software can make it a productive and positive experience for both end-users and your support teams. With multi-channel solutions, employees can submit a ticket to you on the channel they prefer (email, web forms, chat, phone, and mobile apps) even if they're not in the office.
Enable more effective communication
IT support software helps unite your whole team in providing high quality customer support by enabling collaboration among agents and enhanced user interactions. Through various communication tools, team members can collaborate and share information which they think might help to improving the service provided to users. The increased communication enabled by IT support software provides:
Efficiency in solving easy issues
Teamwork for solving complex issues
Learning opportunities to build collective knowledge and improve the quality of service.
These tools also help agents engage with users in convenient and interactive ways. IT support software helps to ensure users feel heard and understood and that critical support related information is captured and used effectively.
Powerful analytics for informed decisions
Most IT support software solutions will include reporting and activity-tracking features that provide management key insights and analytics capabilities. Managers then have the information needed to understand:
- How well support processes are operating
- How effectively user issues are being resolved
- Identify areas for improvement
Metrics and KPIs are an important tool in any operations function. IT support software enables you to define and track key metrics like first call resolution and time to restore that give you clear indicators of how well you are managing user issues. The workflows within IT support software provide structure, enable data capture and encourage consistent execution of support processes. Pre-built dashboards, custom reports and analytics capabilities enable leaders to access a wealth of information to help them make informed decisions. It also helps teams to build workflows and create knowledge bases used to train team members and ensure your team is providing consistent guidance to end-users.