Votre équipe à distance a besoin d’un logiciel d’assistance. Quelles sont les meilleures options disponibles ?

It always has to be cloud based, self hosted server based softwares are always problematic due to many reasons, a cloud based solution is always much more better.

O modelo em nuvem oferece conveniência, já que é hospedado pelos fornecedores, eliminando preocupações com instalação e manutenção. No entanto, pode resultar em menos controle sobre personalização e propriedade de dados. Por outro lado, o software auto-hospedado proporciona maior flexibilidade e autonomia, mas também acarreta responsabilidades e custos adicionais para a equipe de TI. A escolha entre as opções depende do orçamento, dos recursos técnicos e das necessidades específicas de segurança de cada organização.

A true-cloud-based SaaS software is where most of the businesses are moving to over the past couple of years. If you study and select a vendor who can assure a no-code OR low-code solution, has easy integration capabilities and enables you to own your data then that's the best option for you. There is almost ZERO CapEx and predictable OpEx as you know how many users you have and plan to add. Scalability is super easy as most of the SaaS solutions will let you manage your users, whether it's adding, removing or accessing various apps. It's easy to scale up or scale down as your business evolves and there is almost ZERO workload for your IT team which is a big factor.

I'd recommend Zendesk, Freshdesk, or Zoho Desk. These tools are popular choices among remote teams because they offer a wide range of features that can help you manage customer support and ticketing, communicate with your team, and more and they're easy to use, even for teams that are spread out across different locations.

Helpdesk softwares are indispensable especially in Customer Relationship Management (CRM). Some are ZohoDesk, Freshdesk,Zendesk,Intercom just to mention a few are very good tools for remote teams

You want a Helpdesk software that is scalable with your future needs alongwith catering well to your current needs also. You should be able to add/remove modules as per the Helpdesk team requirements.

Another consideration to make is if the Software meet the needs of other departments beyond Support. If so, you might be able to cut another software and get more licenses with the Support tool. Always try to negotiate price when buying licenses. Prices go down, they have campaigns, sales people have targets, so don't be afraid of getting a quote from competitors to get the price you want from current provider.

This are few Helpdesk Software options available: ServiceNow: An enterprise-level solution with IT service management, customer service management, and other modules. Offers powerful workflow automation and customization capabilities. HubSpot Service Hub: Part of the HubSpot CRM suite, providing customer service, ticketing, and knowledge base features. Integration with other HubSpot tools for seamless marketing and sales alignment. Kayako: Known for its user-friendly interface and features such as multi-channel support and customer self-service. Suitable for businesses looking for a balance between functionality and ease of use.

For remote teams, consider helpdesk software like Zendesk, Freshdesk, or Jira Service Management. These platforms offer features like ticketing, knowledge base, and collaboration tools to streamline support processes. Choose based on your team's specific needs and budget.

Scalability and flexibility are paramount in choosing helpdesk software. Ensure the tool can evolve with your business by accommodating additional agents, channels, and features as your customer base grows. Adaptability to changing workflows, automation rules, and SLAs is crucial. Look for software with varied plans, pricing, and add-ons to align with current and future needs. Assess the ease of upgrading, downgrading, or canceling subscriptions for seamless adjustments. A robust helpdesk solution not only meets present demands but also anticipates and adapts to future requirements, ensuring sustained support excellence.

Popular help desk software options for remote teams that I use include Zendesk, Freshdesk, and Jira Service Management. I Consider my team's specific needs, such as ticketing, collaboration features, and integrations, when choosing the best fit.

Communication is the key to success! While ticket assignment is a basic requirement for any Helpdesk software, other additional tools in the ticketing system is always helpful.

I agree that collaboration and communication is key for a remote team. I mean how does the team manage work without these? Not possible. It’s also essential because the more collaborative the team is, the more transparent workflow becomes. To effectively communicate and collaborate I will recommend CRM tool for the management of client account, complaints management, performance and SLA management. The need for all team members to have a functional email is also important where a culture for email checks has been established through continuous communication between the teams. It worked for my team.

I my previous experience the best ticket based software (which is the most optimal tool when having a remote team) is Zendesk and/or Jira Service Management. As for the organisation of meetings, learning courses or client integration i would use something like Microsoft Teams, Slack for interim messaging and/or Discord for servers and quick audio access.

I find when working with clients who need software help. Using the Remote HQ app allowed the CS Specialist and user to launch a private remote browser and share a screen. It allowed the user to point them in the right direction, collaborate and share screens, video call, use white boards or log into apps via a browser and help home in on specific questions and answers. It was a great tool for our team to train private testing companies and municipalities on a more technical water tech software.

Streamline your remote team’s workflow with cutting-edge helpdesk software. Leverage automation and AI for seamless issue resolution, just as Sarah did when she implemented a solution that reduced response times by 30%. Witness a productivity surge like Tom, whose team effortlessly tackled a higher ticket volume with AI-driven automation. Empower your team with the right tools, like Alex, who witnessed a 25% boost in customer satisfaction after implementing helpdesk software that intelligently prioritized urgent issues. Your team’s success story awaits with the transformative power of automation and AI in helpdesk solutions.

Software Helpdesk Estelar para Equipes Remotas: Navegue na colaboração remota com um software que ofereça integrações, automação e autoatendimento, transformando desafios em oportunidades de suporte eficiente. Software Helpdesk Multidimensional para Equipes Remotas: Escolha um software que vá além, oferecendo conhecimento prático, realidade aumentada e colaboração eficaz para impulsionar o crescimento da equipe remota. Software Helpdesk de Vanguarda para Equipes Remotas: Embarque na jornada épica do suporte remoto com um software avançado, integrando inteligência artificial, treinamento imersivo e comunicação intuitiva para destacar-se diante dos desafios.

Autonwtion and AI powered software, of course fosters efficiency and productivity, however depending on several factors such as budget, team size, enquiry scale etc these may not be needed at the launch of the help desk team.

AI is the future! It is important to learn the world’s leading technological changes and see how they can transform our industries.

Automation helps to reduce redundancy. As someone who deals with a lot of data, you want to adopt tools that would help improve efficiency of work thereby enhancing productivity. With the use of automations and AI tools, certain customer queries that would naturally take a longer period to respond to can be attended to as quickly as possible. This leads to more than 5% customer satisfaction thus customer retention.

Choose the ideal helpdesk software for your remote team by prioritizing robust reporting and analytics. Just like Maria, who enhanced team efficiency by 20% by leveraging insightful analytics to optimize workflows. Take a cue from Jake, whose data-driven decisions led to a 15% reduction in resolution time. Ensure your team's success, much like Emily, who used detailed reports to identify training needs, resulting in a 25% increase in first-contact resolutions. Elevate your remote team’s performance with helpdesk software that transforms data into actionable insights, steering you toward unmatched productivity and customer satisfaction.

Two softwares I’m quite familiar with is Zendesk and Freshdesk, as they’re really good helpdesk softwares for customer service operations.

Evaluating customer support performance hinges on robust reporting and analytics tools. A vital aspect of helpdesk software is providing actionable insights. Seek features like dashboards, charts, graphs, and filters for a comprehensive view. Customer satisfaction tools like surveys, ratings, and testimonials are invaluable. The ideal helpdesk software empowers tracking and evaluation of key metrics - response time, resolution time, ticket volume, and customer loyalty. Choose a platform that not only collects data but translates it into actionable intelligence, enabling continuous improvement in your customer support operations.

Consider whether your customer would like to have access to the helpdesk software to manage and track issues directly within the software. Furthermore, when GDPR compliance is a requirement for the customer, many relevant cloud-based solutions become obsolete. Also, avoid turning the helpdesk software into a "silo." Your agents or service managers will need quick access to knowledge management, CRM, ERP, and project management software. For small companies, all-in-one solutions like ClickUp or Wrike—which are not "classical" helpdesk solutions—can be the right choice once properly set up.