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Providing excellent customer service is about more than responding to inquiries. Taking a holistic approach to support customers, employees, and IT allows your business to make informed decisions and develop better long-term strategies.

Vision Helpdesk’s state-of-the-art leading service desk software takes help desk software one step further by providing a proactive approach to inquiries and supporting your IT needs and objectives. This is your guide to the benefits of service desk software as an end-to-end solution.

How Can Service Desk Software Help You?

Service desk software is designed to handle all types of service requests, whether they are between your business and external partners (e.g., customers and business partners) or within the organization (e.g., employees). The software uses a ticket management system. The person with an issue submits a ticket, and designated administrators ensure it reaches the appropriate department for a speedy resolution.

The goal of service desk software is to provide a complete end-to-end service, which includes:

• A knowledge base
• A service catalog
• Contract management
• Change management
• Task management
• Incident management
• Problem management
• Release management
• CMDB/Asset Management

Common Service Desk Queries

Service desks are designed to handle a wide array of small and large queries, no matter how complex. The most common include:

• Management queries (change or problem)
• Incident management queries
• IT queries
• Administration queries
• Staff queries
• Customer queries

Benefits of Service Desk Software

Service desk software offers a multitude of customer-facing and internal benefits for businesses. These include:

• Automating routine tasks
• Standardizing IT processes
• Easy collaboration
• Faster incident response
• Monitor and boost employee productivity
• Address queries in real-time
• Improve operational efficiency
• Better alignment between the business and IT needs

The bottom line is that this robust software provides the best of both worlds with superior internal communications and support that allows for world-class customer support. It is a centralized solution that helps you stay organized and efficient and boosts productivity, which, in turn, increases revenue.

How is Service Desk Software Different from Help Desk Software?

The primary difference between service desk software and help desk software is proactive versus reactive. Help desk software is reactive. This means it can only address an issue after it happens (e.g., the checkout cart on your site goes down). It doesn’t go any further than resolving the issue at the moment.

On the other hand, service desk software is proactive. This means it is designed to prevent issues before they happen. Let’s use the example above of the checkout cart on your site going down. Service desk software not only addresses the immediate issue but also since it is tied in with IT, helps your business find ways to avoid future occurrences. It helps your business make long-term decisions that improve the quality of your IT services and, therefore, your customer support.

The Most Trusted Service Desk Software

Vision Helpdesk is serious in its commitment to providing you with cutting-edge software. Our service desk software has been PinkVERIFY certified since 2011 and is officially certified as ITIL compliant by Pink Elephant (a global premier training, consulting, and conference service provider). Our easy-to-use, robust platform allows you to operate your business more efficiently while offering excellent customer support from one central location. It doesn’t get better than that.

Try out Vision Helpdesk’s service desk software with a free, no-obligation 30-day trial. See for yourself the difference our comprehensive solution makes in your business operations. If you have any questions, our experts are here to walk you through all of the software’s features and how to best use it for your company’s needs.