Customer satisfaction is not a simple term in business.
It is one of the core features that make a business stay stable in the market and captivate new potential customers. It’s worth mentioning that no business can run without treating its customers in the best way.
Most of the companies depend upon toll-free calls, SMS, contact forms, and emails. Some companies are also using live chat to get in touch with customers and solving their problems.
But the main goal of customer support is to assist customers in choosing cost-effective products or services by understanding their requirements.
In addition, you may have to help them with the purchase process, provide proper training to use the products, their maintenance, and even how to dispose of the product or fix some basic issues they may encounter.
Moreover, if they cannot solve any issues by themselves, you should be there in one email or a call away to help them out.
When you are dealing with hundreds and thousands of customers every day, it is a bit difficult to depend on a contact form and phone calls. Queries from all sides make the systems hang, and could be a hassle to get back to all customers.
So, what’s the solution?
Adopting a help desk system. Do you want an extremely customized solution that perfectly fits your needs and budget? Then go for an open-source help desk solution!
Open Source Help Desk System in a Nutshell
Help desk systems are mainly used to manage customer ‘tickets’, which usually will be assigned to the in-house agents or any external assigned agents in a systematic way.
The emails or the queries sent through contact forms can be converted into tickets and passed to the help desk system. These tickets can be assigned to the agents for handling the concerns of customers.
In addition to the basic functionalities, some advanced third-party customer support help desk systems provide options to trigger notifications to agents, display agent satisfaction scores, detailed analysis reports, and provide add-ons to enhance the features like charge for support and so on.
As you know, open-source software is developed in a collaborative public manner that its developers release its source code under a license with rights to use, change, and manipulate it to anyone for any purpose.
Hence, an open-source help desk will be available for maximal customization or you can use the system the way it is.
Why do you require an open-source helpdesk system?
If you search for a help desk system irrespective of the platform in which your business website is built, you would get a handful of help desk software. But, when you thoroughly check their features, you may find it to not perfectly fit your business requirements.
Ready to use helpdesk systems already come with a specific feature set that you cannot change. Hence, to make a help desk system as per your needs, it is better to opt for an open-source help desk system.
Which is the best open source help desk system in the market?
There are many reasons that contribute to making an Open Source HelpDesk & Customer Support Ticketing System– Simple & Flexible the best in the market.
Here, we will talk about a robust system that is a complete solution packed with all the required features for an ideal help desk system. And, it works on any website irrespective of their platform such as WordPress, Magento, Wix, Shopify, etc.
As it is highly flexible, you can integrate it with any website as well as eCommerce stores. Their expert team will sit with you and study all the nitty-gritty details you require and will mold the helpdesk solution the way you wish.
If you want to directly adopt this system, you can do the same as they have interesting subscription plans from which you can choose one that matches your business needs.
What specifications make the Open Source HelpDesk & Customer Support Ticketing System the best in the market?
As I mentioned above, this system is rich in features. You can either find all specifications you require in itself or you can consult their team to add personalized specifications.
Let’s go through its major specifications and pricing plans.
1. Supports in Any Website Platforms
This is one of the key specifications that make this system the best among competitors.
Many help desk systems come up with default features that are totally dependent on specific website platforms such as WordPress, Wix, or Shopify, etc. But, you can integrate this help desk system into any website platform with the help of their expert team.
2. Data Security
When it comes to open-source software, you may doubt data security and privacy.
But, Open Source HelpDesk & Customer Support Ticketing System ensures 100% data security and privacy as you can store all your data in your own server without any external dependencies. Their expert team will help you set up the help desk system as a separate subdomain to ensure the best performance of both your website and support system.
3. Ticket Management
An ideal help desk system must offer efficient ticket management.
Here, this system is integrated with all the features of an already established ticketing plugin from their family – WSDesk – ELEX WordPress Helpdesk & Customer Support Ticket System Plugin, which already serves 10,000+ happy customers.
It streamlines the entire process of receiving tickets, assigning them to agents, and triggering proper notifications to agents for the management of tickets. As it comes with IMAP and Google OAuth support, you will not miss any single query from any customer.
Based on the number of tickets you need to manage in a day, you can opt for a subscription plan of the help desk system. This system is very favorable to agents.
Plus, you can add unlimited agent profiles when you choose any subscription plan.
4. Third-party Integrations
For constant business growth, you are required to integrate more features and specifications on your website.
You may need to add a third-party live chat or any other tool to make your customer support experience more advanced. Their team will help you add any third-party tools or software for hassle-free customer assistance.
5. Extreme Customization as well as Out-of-the-box Solution
This system can be used as an out-of-the-box solution as it contains almost all the essential features required for a help desk solution.
If you need further customization, you can frame the system accordingly by discussing it with their team. You can even go for extreme customization by making changes to the code based on your business domain.
6. Expert Consultation
If you got stuck somewhere, you can reach out to the team at any time.
If there is any data breach or you have encountered a bug, they will be available as soon as possible. And if you want to set up knowledge base articles, do any important upgrade, or have any other concerns related to the help desk system, they will help you out.
Also, if you want a customized system, you can let them know all your small and bigger requirements in detail. They will build a system by understanding all your requirements, business domain, as well as other required third-party integrations within your budget.
And, don’t worry about migration challenges from any other help desk system to this Open Source HelpDesk & Customer Support Ticketing System. They will help you to pull all your existing tickets from the third-party platform and push it to the Open Source HelpDesk System.
7. Charge for your Support
Planning to charge your customers for your expert consultation?
If you are a doctor, lawyer, designer, or expertise in any of your domains, you can charge for your consultation seamlessly. This help desk system will help you do that well by incorporating advanced add-ons.
8. Managed Hosting
No time to manage your support help desk system? Want to focus on other aspects of your business all the time?
There is an option to choose Managed Hosting for this help desk system. If you go for this plan, you can simply focus on your business without concerns about the help desk system.
The support team will manage your help desk system, do all upgrades up to date, manage the servers, and much more! Hence, you can hand over your system to the team without any worries as they ensure complete security on your data.
To sum up,
Customer support is a vital part of any business.
Hence, it is important to make sure that each and every customer is happy and satisfied with your service. For top-notch customer support services, you can definitely go for Open Source HelpDesk & Customer Support Ticketing System.
In case of any queries, feel free to comment below