Angeline Somers
Conquest Care and Support Agency Ltd,
Boost Your Support With IT Service Desk Software
Your team uses endless software and apps every day, so they must be having dozens of technical issues. With DeskXpand’s intuitive and unified interface, organize all your communications and tickets in one place for improved internal collaboration and processes with higher productivity.
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Centralize Requests From All the Channels
Your mailbox cannot handle a large volume of incoming tickets. With an IT ticketing system, get everything in one interface, prioritized with a well-organized task management system.
30% Reduction in Incoming Queries
Your customers do not want to wait in long queues for simple queries that a well-articulated article can solve. Empower them with a self-service tool – a knowledge base for faster query resolutions.
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Collaborate with Task Management
Ensure great collaboration and communication between teams with child tickets, task management, field service management, etc. Create sub tickets/tasks within the main ticket for smoother execution.
20% Faster Query Replies
Swiftly attend to most of your customers’ queries with predefined answers, canned responses, and templates. With scenarios, automate common tasks and execute various tasks within tickets.
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25% ImprovedBusiness Performance
Elevate your business performance with analytical tools to keep track of your team’s performance. Know how your customers feel about your services with different surveys.
Secure Data, Privacy, and Quality TOGETHER
Ensure your data privacy with regulations like GDPR compliance and ISO 27001:2013. We provide private instances with required sharing controls.
Improve The Ticket Management
Unified Interface For Smooth Ticket Operations
With DeskXpand’s unified interface, get the latest tickets, the history of a particular customer, chat responses, triggers, etc., in one place. The result? No more juggling between multiple screens! Get everything in less time for better customer support operations.
Omnichannel
Customers love it when IT businesses provide a seamless experience across all channels. With our IT help desk software, you can automatically convert any email or social media query into help desk tickets. As a result, your employees focus more on the solution when the communication is already well-organized and help you achieve improved business performance.
Empower Customers with Self-Service
Knowledge Base
A lot of issues can be solved within 5 minutes but then take forever when you have a limited set of people with an unlimited number of queries. Enters Knowledge Base: The simplest way to let your customers solve basic queries with detailed questions, video tutorials, etc. You can categorize articles, use real-time chat, and create different types of content, including videos and infographics, to help your customers help themselves.
Article Approvals
For technical/semi-technical articles, set up a flow where your IT team can send articles for approval in the IT self-service portal before publishing. With DeskXpand’s IT help desk software, build a collaborative workflow for approvals and feedback to publish value-driven content.
Article Ratings
Know if your customers find the content on your IT self-service portal helpful with ratings. Based on the ratings, you can take a call to enhance your current content and keep your knowledge base up to date.
Reduce Unnecessary Time & Effort Spent on Tickets
Child Ticketing
With complicated issues in IT, sometimes a single ticket demands contribution from multiple people. In this case, create child tickets within the main ticket. You can assign these child tickets to different executives so that they can log progress there.
Field Service
Assign and schedule service tasks for different on-site jobs, such as repairs, maintenance operations, equipment installation, etc., to your field technicians. Their ticket can contain a summary of the customer’s issue, contact information, and other important details to help them complete the task.
Task Management
Sometimes, customer support gets complicated and needs assistance from different experts. In this case, DeskXpand’s IT customer support software can help you create multiple tasks. You can easily create, edit, and assign tasks to any team member and receive updates and reminders to stay on the same page! You can assign them to your team members, and the ticket owner gets full visibility.
Notes
Help desk notes are private notes for internal communications. Aimed to assist help desk agents, they can add any additional information about a particular customer or ticket for better visibility. They also help your agents improve their productivity by making to-do lists and using them as reminders.
Boost Your Team’s Efficiency
Canned Responses
Your agents do not have to spend major time on frequently asked questions. Your team can create predefined answers or messages related to the sales, marketing, or customer support department with canned responses. This way, they can engage customers better in an ongoing conversation with a faster and more consistent response.
Templates
Help desk templates are predefined email or chat messages to answer common questions. Use these templates to help your agents save more time for more important issues and, at the same time, delight customers with quick responses.
Rule-Based Automation
Support your customers faster by automating repetitive tasks using intelligent IT help desk workflows. Set rules for ticket assignment, removing unnecessary tickets, etc., for reduced costs, increased productivity, faster response times, etc.
Scenarios
When you want to push a ticket to the next level, your agents must perform several tasks. With Scenarios, perform a number of tasks with a single click from the ticket itself. For example, whenever there’s a ticket for a refund, with its created Scenario, the ticket can be tagged, assigned, and gets an updated status without any manual actions.
Fast-Track your Customer Experience
Analytics
It is imperative to check how a team performs because it directly affects the customer experience. With analytical reports, get actionable insights with dashboards. You can easily visualize and understand your team’s performance, create insightful reports to track KPIs and create actionable items to improve customer support.
SLAs
Define your own SLAs as required with details like how customers can log a support request, targeted response times, etc., based on the staff availability and time zones. With regular alerts and notifications about ticket expiry dates, eliminate breaches.
Satisfaction Survey
Find out what your customers think about your customer support, their satisfaction level, etc., with the help of satisfaction surveys. With DeskXpand’s IT ticketing system, you can shoot surveys directly to your customers and collect valuable feedback. This data helps you gain insights into the steps to take moving forward.
Tags
With so many messages in the inbox, it can be difficult to identify a message’s right content. With the help of tags, categorize messages within the IT help desk to identify the contents of a particular message.
Secure Data, Privacy & Quality at One Place
GDPR Compliance
All DeskXpand’s IT help desk forms are GDPR compliant. So, let your customers decide whether they would like to share their data with you or not and assure them of the highest level of data security.
ISO certified
DeskXpand is an IT help desk from an ISO 27001 certified company Biztech Consulting & Solutions. So, the confidentiality of your data stays highly protected and transparent with you and your customers.
Private Instance
Get a private instance per your business logic and requirements with DeskXpand’s IT help desk software. You can also customize it with the branding you need to provide a consistent experience to your business’s customers.
IT Help Desk Software is Perfect for
We help companies with customer support operations. That’s it. The industry, the company size; doesn’t matter!
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Sales
It enables a smooth communication with customers. Combines all the customer queries in a single interface from email, chats, social media, etc.
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Support
Enables instant, advanced, and accurate customer support that amplify the number of happy customers.
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Marketing
Helps manage internal campaign tasks, cross rteam communication, ticket management for incoming queries.
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HR
It tracks, manages, and lets you respond to employee inquiries, issues, and questions from a helpdesk for seamless internal communication.
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Operations
Makes customer query management, project & task management, cross team communications easy with a help desk portal.
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IT
Enables fast query escalation by converting IT queries into tickets from any channels for improve IT support internally and externally.
Talk to
Your Support Genie!
Elevating your customer support experience starts with DeskXpand.
#happyclient
I like the ease of using the DeskXpand and the social media integration. And the feedback feature that the dashboard could integrate into the website is excellent.
-Tristen
Xander LLC,
