Help Desk: What is It, Why Do You Need It, and What Features You Should Look For

Lots of people incorrectly think that a help desk is a customer connection management (CRM) device or a help desk is just a live conversation. That makes them end up picking the wrong help desk software for their business.

That’s why we require to speak about a help desk. Seriously.

In today’s post, I’ll offer you a clear understanding of “what is a help desk.” You’ll also learn:

  • The differences between a help desk, a CRM, and a live chat
  • Why do you require a help desk option for your service
  • Necessary functions of a help desk so you can recognize exactly how to pick the best one


What is a help desk?

In real-life, a help desk is a place where you can go to get solutions to your concerns, such as an IT help desk. It supplies a solitary point-of-contact for you to get aid. However, in the contemporary, online world, a help desk looks a lot different.

A help desk (likewise a help desk ticketing system or help desk software program) describes a modern technology room where your staff member collaborates to handle, organize, respond to, and record client requests (or tickets).

Right here is an example of Gorgias help desk ticketing system:

Gorgias Help desk

Is a help desk like a CRM?

The answer is No.

CRM means client connection monitoring. As its name suggests, CRM software is a system for handling partnerships with consumers. It’s one central area that aids arrange all the details of your leads and clients. Using this system, you can obtain a complete photo of every customer and also understand the standing of every client connection.

Because a CRM focuses on sales as well as accounts, it usually does not have functionalities for ticket administration– which is the most basic part of a help desk.

This is the reason that if you’re looking for help desk systems, you shouldn’t pick Salesforce, Zendesk, or Kustomer. These systems are extra concerned with CRM than help desk management.


Is a help desk the same as an online chat?

( Once again) The answer is No.

A live conversation is an online messaging application that enables you to talk with internet site visitors in real-time. It’s an excellent difference to telephone calls or e-mails due to the fact that all you or your visitors require to do is to type the message inside the conversation box and also send it.

Benefits of using help desk software

Making use of the right help desk software can make a lot of difference to your end-users and also business efficiency. A lot more especially:

Quick action times:

Assist desk software like Gorgias allows you to answer clients’ questions swiftly. This helps you produce a great impact and preserve a durable connection with them.

No missed or lost tickets

A help desk assistance tool collects every one of your consumer conversations from several channels to one single control panel. So, you can be sure you’ll never ever miss out on or shed any tickets.

Boosted representative efficiency

With a help desk, you can get rid of laborious jobs, automate workflows, as well as improve communication amongst your group. It’s reporting, as well as dashboard functions, likewise, give you a complete photo of what your team is succeeding in as well as what requires to boost. Thus, you can adjust your work process or offer instant training to improve the abilities of representatives.

Enhanced organization operations

A help desk app allows you to improve your company operations. You can meet the SLAs (Service Level Agreements) and also focus on particular activities as and also when needed.

Better bottom line

Ecommerce help desk software application like Gorgias enables you to begin a chat with consumers during their decision-making procedure. In this manner, you can direct them with the purchasing journey and also eventually check out.

That’s rather amazing, appropriate? You would certainly better use a help desk today.

But do not hurry due to the fact that it can create you to choose one that does not assist your requirements. 

If you want to deliver an outstanding support experience, get Gorgias helpdesk to reduce first response time, increase shoppers’ satisfaction and boost your sales today!

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