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Service desk

Nikiforov Alexander
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What is a service desk?

A service desk is software designed to automate service and technical support processes. It is an effective tool that provides quick and quality support to both clients and company employees. Originally developed for the IT sector, the service desk soon found applications in various industries, including e-commerce, where it plays a crucial role in product setup consultations and warranty claim processing.

Since most businesses transitioned to an online format in 2020, service desks have gained incredible popularity. One of the most well-known solutions in this field is Jira Service Desk from Atlassian, although it has exited the Russian market. On the domestic market, systems such as Admin24 – Service Desk, Okdesk, Usedesk, and HelpDeskEddy stand out.

Why is a service desk necessary?

A service desk performs several key functions, including:

  • Customer support: Used for post-sales service and warranty, allowing customers to ask questions about products they have already purchased.
  • Employee support: Provides internal assistance, allowing staff to quickly seek help from the IT department.
  • Request tracking: All information about requests is recorded for subsequent analysis and quick retrieval of necessary inquiries.
  • Compliance with SLA: Setting response times for requests, which is especially important for maintaining the company's reputation.
  • Order acceptance: Effective for companies providing services, such as photo studios.
  • Manager performance analysis: Allows tracking of productivity and customer satisfaction levels.

How does a service desk work?

The main process of handling requests in a service desk can be described as follows:

  • Clients submit requests through various channels.
  • Requests are automatically distributed among managers based on their category.
  • The system notifies clients about the status of their inquiries.
  • Managers work on requests, documenting their completion and tracking response times.

Comparison of service desk and CRM systems

A service desk is often compared to CRM systems, but their functionalities differ. CRM systems are designed to manage customer data, sales, and deals, while a service desk provides support to users, addressing their issues and educating them. Some modern service desks integrate CRM functions, but their primary purpose remains providing support to customers and employees.

How to choose a service desk?

When selecting a service desk, it is important to consider several factors:

  1. Define requirements: Determine what tasks the service desk should address.
  2. Analyze existing systems: Compare different solutions based on criteria relevant to your requirements.
  3. Test the solution: Use the free trial period to check functionality and interface usability.
  4. Support conditions: Ensure there is an option for receiving support and understand its terms.
  5. Update frequency: Regular updates indicate the developers' commitment to improving the product.
  6. Reviews and case studies: Study user opinions and successful usage examples.
  7. Cost of use: Calculate all possible expenses, including subscriptions and implementation costs.

A service desk can be presented as a SaaS solution or a packaged version. The SaaS service is available immediately after registration but requires an internet connection. The packaged solution is installed on the company's own servers, allowing for data control, but necessitates having an IT specialist for support.