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Providing everything from online, email, live chat, and mobile support to a variety of features and components, help desk software and customer self-service tools can make a big impact on your ability to bring timely, effective service to your customers.
Help desk software aids your customer service staff in providing support to customers. Customised to your needs, help desk software can include omnichannel capabilities such as live chat, chatbots, online tutorials, email support, voice support, knowledge base libraries, client portals, and reporting.
Excellent customer service goes a long way with customer satisfaction, retention and loyalty. Help desk software gives you all the tools you need to address customer issues, helping you:
Help desk software is often part of a larger customer service software offering. When considering what you want to include in your help desk software experience, you should learn the different elements of customer support.
As you evaluate possible solutions, look for help desk software that offers the following features:
Customer self-service features are a great way to enhance your help desk software experience. By allowing customers to help themselves to the information they need, they can find resolution regardless of call volume or time of day.
There are a variety of self-service application options you can offer your customers, including:
Customer self-service offers the following benefits:
See how the City of Lafayette, Louisiana used Dynamics 365 for Customer Service to develop a call centre for non-emergencies, engaging citizens and helping offer government transparency.
Find the features you need to offer a variety of customer support options in Dynamics 365 for Customer Service. Take your customer service experiences further with a unified system that works seamlessly with other marketing, sales, operations, and field service tools.