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Helpdesk CRM

You’ve been there. The app you use to basically organize your life is not saving your work. Or your email is not actually sending email. Hey, technology isn’t perfect and bugs are out there!  That’s where helpdesk CRMs come into play.

They are a type of CRM niche that facilitates service ticket requests to customer service representatives. So, when that vital app isn’t working or your email stops emailing, you head over to a customer service tab, try troubleshooting through the company’s how-to articles, and when that doesn’t work, you send in a ticket with your information and what seems to be the problem.

Just like the general CRM market (the one LanternCRM is in), there are many companies that offer helpdesk CRMs. Zendesk, Uservoice, Groove, and Desk are just a few. Often times, these guys will help you manage an email account like support@mycompany.com. This allows for an easy and organized (it is, in fact, a CRM) ticket response system.

LanternCRM has used two helpdesk CRMs: Uservoice and Groove. We loved Uservoice; it had a Zapier integration that brought tickets directly into LanternCRM, just like emails, phone calls, tasks, and calendar events. Tickets would go directly into a shared mailbox in which anyone on the team could reply. The problem with Uservoice was its lack of mobile solutions. Always wanting to improve the product, we needed to be able to access the helpdesk CRM from our phones, where ever we were. With Uservoice, you needed to be logged into a desktop so it just wasn’t going to fly anymore.

We moved on to using Groove (which we currently use).  It offered a mobile app and increased flexibility. Uservoice forced every user to reply to support tickets from their own email. So if I was responding to a ticket, I would have to use jenni@lanterncrm.com as the “from” address. With Groove, your ticket system comes with a shared inbox with business emails (jenniklinger@lanterncrm.com) in which anyone on the team can respond. So if Chad needed to take over a customer when I go on vacation, he can use that email to send responses.

You may be asking yourself, why don’t I just get a shared email and save a little money and implementation time? Well, you totally could, but the problem with that stems in that employees might be responding to the same ticket at the same time *awkward*. It is also hard to organize tickets from pending to resolved in your simple, run-of-the-mill email client. This is where helpdesks come in handy. It allows your customers to provide feedback and bug reports in an organized and easily managed system. You want to provide the best software solutions to your customers and they want the best solutions. Through using a helpdesk CRM, both you and your customers are working together to achieve just that.

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