Accountability and auditing are two of the most important tools for successful management of a customer help desk. You will never know for sure how much you have achieved, which areas you have failed in or who has been doing what, if you don’t have the right statistical tools at your disposal. Statistics and reporting are important in any sector but in customer service they could be the primary way to keep track of your team’s successes and failures.

Why Reporting Is Important

Statistics and reporting are the history of your business. Even if you are not buried in the past and are looking confidently into the future, statistics and reporting is not something you should overlook. It is very easy to say that the past is past and you disregard past operations but to really succeed you should be able to look back, evaluate efficiency and make improvements. When you can see your activities history at a glance, you can learn from mistakes (and avoid them in the future) or see if there are particular trends you need to pay attention to or perhaps tackle in the way of producing more documentation or literature for your customers. PerlDesk’s built in reporting gives you detailed reports about your help desk activity, so you can quickly see what has been going on in the past days, months and years.

How PerlDesk Reports Can Improve Your Efficiency

The reporting features of PerlDesk are of huge importance to a team leader or manager who wants to measure the performance of his or her team and improve support or customer communications. PerlDesk offers many reports and statistics, as seen from the screenshot below.

For instance, if you want to see basic data such as the average response time, the number of support requests, the number of accounts (users and staff), or the percentage of various submission methods (Web desk, via email, or staff logging), the Statistics page offers all this information. If you want to see more detailed data, such as tickets by assignment, tickets by department, priority, status (open, closed, hold), you can also view it from the Reports page. You can generate reports for any period of time and thus you can compare how your team performed over time. If you examine reports carefully, you can quickly see who from your team has the most open tickets, how long they have been open, who the most effective employee is, etc.

Who is logging the most tickets, to which department, what is the most common problem your customers have - and how are your staff at effectively managing these incoming requests… time to look at the PerlDesk Reporting modules!

Help Desk software is not a new type in the business software class and more and more companies are beginning to use it because they understand that using help desk software has many benefits. There are benefits for clients, customer service staff, management and the company as a whole.

The Help Desk Benefits for Clients

Clients benefit directly when a company uses help desk software because when they have a problem, they have a central point of contact for their problem – the help desk solution. For clients it is a great relief to know that when they submit a question or a complaint, the issue will be automatically directed to the individual within the company, who is responsible for resolving it. Additionally, help desk software is on 24 hours a day, 7 days a week, so clients can report their issue the moment it occurs. After an issue has been reported, clients can easily log in and check its status.

The Help Desk Benefits for Customer Service Staff

Customer Service staff also benefits when help desk software is used because it makes their jobs easier and allows them to provide timely service. When there is an integrated help desk solution, which contains data about present and past incidents, customer service staff has the right tools to check the history of the client and take adequate action. Help desk software improves the communication within the Customer Service team and the company as a whole.

The Help Desk Benefits for Management and the Company

Help desk software offers many benefits for management and the company. Managers have a tool to monitor the efficiency of their employees and to generate reports on the fly. Help desk software provides an automated way to escalate incidents, so there is no more need to manually approve each escalation.

The benefits of help desk software for clients, support staff, and management translate as benefits for the company as a whole because happy customers, effective staff and management mean better service and increased profits for the company. The benefits of using a help desk solution are so extensive that after getting used to it you will wonder how you could have managed without it!