Nov 30

Cloud-Based Helpdesk Software: Current Trends And Future Outlook

According to a report by Future Market Insights, the global valuation of helpdesk software was US$ 9.9 billion and it is expected to reach a whopping valuation of US$ 26.8 billion by 2032 by compounded annual growth of 9.4% over the coming next 10 years.

This significant trajectory growth speaks volumes about the importance of Helpdesk software in enterprises for their exponential growth.

In this blog, we will learn about Cloud-based helpdesk software, its current trends and the future outlook.

But before that, let’s understand helpdesk software and what is cloud-based helpdesk software. 

What Is Helpdesk Software Solution?

Help desk software has evolved over the years and has transformed into a versatile tool. Helpdesk software is a comprehensive tool which is used to accept, monitor and manage customer service requests in organizations. It caters to the needs of external customer requests as well as internal requests made by the team. Your support agents can effortlessly monitor the status of each issue, prioritize urgent tickets, and engage with customers through their preferred communication channels.

It enhances the overall customer experience by integrating all customer support into the single omnichannel platform.

Customers can utilize features like knowledge base, live chat and shared inbox. However, the availability of the tools depends on the helpdesk software used.

What is Cloud-Based Helpdesk Software

Cloud-based helpdesk software is a type of software that is externally hosted by the service provider, allowing the customer agents to access it from any part of the world. Cloud-based helpdesk system reduces your initial expenditures, and also the ongoing operational and administrative costs. It also comes with improved reliability and fortified defence against Distributed Denial of Service (DDOS) attacks.

Current Trends in Cloud-Based Helpdesk Software

With the advancement of technology, helpdesk software continues to improve with ever-evolving trends. Below are the latest trends in cloud-based helpdesk software that’s reshaping customer support and personal user experience.

Improved Automation

In today’s ticketing system, automation is very important. The customer support software compiles the request from all the channels, generates an automated ticket and assigns an agent based on their expertise. It has full control over incident management. It keeps the agents updated and sends the prompts to prevent overlooked requests. This way, it streamlines the entire process and results in better customer service delivery.

Integration With Other Platforms

Cloud-based helpdesk software boosts overall efficiency by allowing easy collaboration with other systems and software like CRM, social media platforms, chats and email. This way, an agent can provide a comprehensive solution to the customer. This collaboration improves the customer experience and enhances data management, which boosts overall productivity.

Multichannel Ticketing

A Cloud-based ticketing system gives customers the power to solve problems on their own by integrating a knowledge base, FAQs, and how-to self-help guides. Customers can get access to all these features using multichannel support, email, chat and social media platforms.

Transparent Incident Resolution

Transparent incident resolution involves handling customer issues with openness, which involves communicating clearly with the customers during the entire incident resolution process and providing regular updates on the status of the problem, and the time frame to resolve the problem. This makes sure that the customer can understand how their issues are being understood and solved by the agents. This creates transparency, which leads to improved customer satisfaction.

Empower Customers

Cloud-based customer service allows customers to find the solution to the problem on their own by taking the help of a knowledge base, FAQ and self-help guides. This reduces the burden of the support team and lets them handle the more complex tasks which results in improved user experience.

Compliance With Security Standards

Adhering to security standards is an important aspect of helpdesk software. It encompasses protocols, safeguarding documents, strict authentication measures, SLA and a lot more. Violation of any of these standards can result in a data breach and loss of important data.

Upcoming Advancements In Cloud Based Helpdesk Software

Technology is always shaped and evolves based on the needs of the business and end users. Here are some trends in cloud-based helpdesk software that you will see in future. 

Support For Hybrid Teams

With the use of a cloud-based knowledge base, the hybrid team can assess seamless information management and sharing. It makes sure that all the team members have access to updated files and documents irrespective of their geographical locations.

 Adoption of IVR And Chatbots

The self-service portal is a vital part of helpdesk software. However, going through the traditional way of FAQs and knowledge base can be time-consuming and this boring process is replaced by the incorporation of IVR and chatbots with natural language processing which quickly understand the problems faced by customers and offers effective solutions rapidly.

Big Data Analytics

Helpdesk software will make use of big data analytics to collect and analyse an extensive range of data. By analysing this vast amount of data, the software will be able to provide more detailed and comprehensive analysis and results and it will play a big role in cloud-based ITSM.

Cognitive Automation

You all have seen and heard about helpdesk automation in helpdesk software. Cognitive automation is a step further to it. In future, the cloud-based helpdesk software will utilize advancements in machine learning technology to apply cognitive automation. It will accelerate the process of issue identification and problem-solving.

AI-powered Features in Helpdesk software

It simply means the integration of AI capabilities into the helpdesk software. These features incorporate sentiment analysis to understand the emotions of the customer, natural language processing for automated ticket routing and a chatbot for providing quick responses. Not only that it also provides insights into the trends of customer behaviour which leads to providing more proactive and customized support to the customers.

Early Detection And Resolution

With the use of a technology called the Internet Of Things. It can create a vast and limitless network by integrating all the IoT-enabled things. By utilising IOT sensors the team can easily monitor the performance of the devices and can create automated reports. This can help in resolving the issues before it arises.

Final Thoughts

The trends in cloud-based ticketing systems with features such as multichannel tracking, integration with other platforms and automation have proven to provide quality service to the end users and improve overall customer support. By incorporating technologies such as cognitive automation and big data analytics, in the future, companies can meet the growing demands of the customers and stay ahead in the competitive market.

About The Author

Bhanu Pratap Singh Slathia, entrepreneur and web solutions professional, founder of Ladybird Web Solution based out of Bangalore. An all-out team player, Bhanu brings a keen eye for detail and a results oriented focus to each and every project undertaken.

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