Help Desk Mobile App Increases Efficiency and Decreases Frustration

When your team has tech trouble, they need answers fast. Every minute they wait decreases their efficiency and increases their frustration. If they can’t use the tools, they can’t do the job you need. That’s why you need an efficient help desk solution.

As your business grows and your team expands, handling help desk concerns and customer inquiries makes it difficult to keep track of everything. A help desk ticketing system can keep you organized by creating tickets and routing them to the appropriate person for help. It makes sure things are sorted by priority and urgency and dealt with in an appropriate time manner. While centralizing your trouble tickets into one place, it can decentralize the work.

There’s good news. 8x8 offers a rich suite of help desk apps with robust capabilities, reliable infrastructure, and no need for dedicated IT staff. Integrated phone, email, and chat allow for omnichannel communications for your employees to request support.

By providing a help desk solution that is in the cloud, support agents can work on-premises, on location, remotely, or at home. The Help Desk Mobile App allows agents to work wherever they are.

Help Desk Mobile App

API integration connects the help desk mobile app with ERP (Enterprise Resource Planning), travel software, and other internal applications. This allows agents to provide more personalized support with instant access to contact records and case histories.

This can reduce the cost of running a help desk because the service can be de-centralized. Instead of having dedicated agents in multiple locations or duplicate experience levels at each location, you can spread the workload around to the right agent wherever they are. Because it is mobile, help desk functions can be handled even when traveling.

UCaaS (Unified Communications as a Service)

Unified Communications as a Service (UCaaS) means a cloud-based service that allows for different ways to handle communication and collaboration. This service can manage your in-house help desk, your help desk mobile app, or combine that with a virtual contact center to handle all of your business needs.

Virtual Contact Center Features

  • Telephone
  • Interactive Voice Response
  • Personal Agent Connect
  • Queued Callback
  • Web Callback
  • Chat
  • Skills-based Routing
  • Enterprise messaging
  • Presence Technology
  • Audio/Video Conferencing
  • Disaster Recovery

In addition, reporting and analytic functions can provide both real-time and historical reports. Speech analytics can analyze customer interactions and flag important or relevant conversations for supervisor review. Rather than listening in on random calls, you can listen to key interactions to identify patterns, problems, and areas where additional training or resources can help.

Integration with leading CRM providers, such as Microsoft Dynamics, Salesforce, ZenDesk, and NetSuite can allow for immediate access to customer information and case histories. Workforce optimization allows for management of staffing and quality control. The Expert Connect feature maximizes efficiency by improving your first contact resolution. Agents are connected with experts across your company with shared presence, chat, and transfer capabilities.

UCaaS is built for flexibility and scalability. Unlike in-house systems, calls can be re-routed when staffing dictates with ease. Cloud-based software allows for quick scalability. Adding, changing, or deleting agents or lines happens through an online portal and take effect immediately.

Help Desk Support

Adding the right help desk solution is key to efficient workers. Combined with virtual contact center and customer support, your entire team can handle anything that comes your way with both your internal customers (your employees) and your external customers.

Help Desk software combined with workforce optimization, business phone and collaboration services, and unified communications can improve your customer interactions and save you money.

For a typical customer support office, agent costs can make up to 75% of your annual expenses. When you add in recruiting, training, retention, and turnover, these costs can go even higher. The tightening labor market has increased attrition levels significantly. Reps that aren't equipped to handle complicated calls get frustrated and quit.

By using the right help desk solution and virtual office tools, you can cut down on these costs dramatically. In addition, cloud-based VoIP (Voice over Internet Protocol) for your business phone system can decrease your telephone costs by as much as 50% over a traditional phone company system.

Choose a world-class help desk and SaaS technology solution and focus on what's important: growing your business. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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