Help desk software is primarily used for streamlining all communications into a single unified inbox. However, it can also be used to manage and monitor SLAs (77% of support desks have formal service level agreements), store customer data, and create customer portals.
Customer portals are self-service hubs that contain knowledge bases filled with articles, forums, and FAQs that answer common customer inquiries. Self-service portals are one of the most sought-after help desk features because they enable businesses to provide 24/7 support.
According to Harvard Business Review, more than 81% of customers attempt to solve problems independently before reaching out to customer support representatives because it takes less effort and time. As such, more than 91% of survey respondents say they would use an online knowledge base if it were available and tailored to their needs.
If customers don’t find the answers they need in a knowledge base, they turn to other channels. According to a survey, 40% of customers contact a call center after failing to find answers with self-service.
of survey respondents say they would use an online knowledge base if it were available and tailored to their needs.
of all customers attempt to solve problems independently before reaching out to support reps.
Harvard Business Review
of customers contact a call center after they have first looked for answers to their questions via self-service.
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