A help desk is a fantastic bridge between companies and customers. You can assist people with their problems, find out what is good about your product or service, and what needs to be fixed.
It is an essential tool if you want to satisfy the customers and constantly develop your product. It is the only way to remain relevant in the constant-changing world. According to research 52% of companies successfully utilize technology to deliver better customer service.
There are two approaches you can take in the implementation of a help desk: on-premise and cloud-based. In this article, we are going to concentrate on the benefits of a cloud help desk. Cloud software is widely used today, and many companies are moving their businesses to a cloud. Why though? Can we move a help desk to the cloud? Should we do that?
So if you choose what approach to take or consider moving to a cloud, this article is perfect for you. Find out all the ways in which cloud computing can transform your help desk service.
Why Should a Business Consider Migrating Help Desk Services to the Cloud?
Lower Maintenance Cost
Maintenance is the main reason why businesses move to a cloud. According to a survey of IT professionals, 94% of respondents have been considering moving to a cloud in order to reduce maintenance costs.
Basically, if you have an on-premise help desk, you should run the checks to find out if everything runs smoothly, update and fix bugs in the application yourself. It requires additional efforts from the IT team. They could have been busying themselves with more important tasks, but they have to take care of the on-promise help desk regularly.
It is definitely not a problem with a cloud help desk. The owner of the software has to maintain the cloud themselves. They check the bugs, gather information about issues, and fix them, consequently. Since cloud providers only have one job, unlike your IT team, they can bring more effort into running the platform and resolve issues quicker.
Consequently, you will not have to pay your IT team for extra work, data storage devices, and hardware equipment. There are more hidden costs. If the IT department is too busy and they can not fix the issue or a downfall at the moment, you can not reach the efficiency of your help desk, and efficiency is money. Moreover, the IT team could spend their time more productively and develop great projects that you can monetize instead of maintaining the help desk.
Increased Data Accessibility
You can log into a cloud from anywhere and on any device. You do not need a laptop or a PC to be updated about your clients’ issues – use a smartphone if you are away from the other devices.
This is extremely helpful if you have some urgent messages from a client. You do not need to wait till you get to the computer or for it to load. Just take a phone out of the pocket and get back to a customer no matter where you are.
It raises some security concerns, but they can be easily overcome with these options. A cloud help desk is perfect for remote workers, freelancers, and offshore employees since you can get access to the data from everywhere.
The IHS Markit study has revealed that North American companies are losing $700 billion per year due to IT downtime. Downtime can happen due to many reasons like natural disasters or electricity outage. With an on-premise help desk, the IT department may not have enough resources to go back to your issue because they are too busy finishing other projects, or there is nothing you can do about a hurricane, for example. You can not just grab a pen and paper to fix the issues of clients, you are not an essaywriter – you need your system back, and you need it quick. You lose time and money during the downtime, and clients lose patience with your company.
Cloud providers, as we have mentioned before, have only one job – to make sure that the cloud runs smoothly. So if downtime occurs, it is their first priority to fix it – they do not have anything else to do as to fix it. Moreover, clouds usually have backups in other places to ensure that a cloud can go back up quickly in case of natural disasters and that you will not lose your data even if it was deleted from the main center.
Automatic Software Upgrades
You do not have to update the cloud – it is the task of the cloud provider. Moreover, you can get even lazier with that. Updates are automatically installed, so you just log in and use the benefits of a new update. There is no need to check if new updates are available and spend time on installing the latest version.
Basically, you get new features, fixed bugs, and new security measures without moving a finger.
There is a stereotype that the company data is more vulnerable in the cloud. However, it is quite on the contrary – the security is maximized. Cloud technologies are very reliable and 94% of companies notice a significant improvement in cybersecurity after moving to the cloud.
Cloud help desks use more security measures and protocols than the on-premise ones because cloud providers have more resources to do so. They hire the best cybersecurity talents that run security administration. You can rarely see that on-premise platforms. Cloud providers do care about security because it is part of their reputation, and they know that no one will use the cloud if they see that it can not be trusted.
What to Look for in Cloud Help Desk Software?
Now that it is obvious how beneficial cloud help desks are, you may wonder how to find the perfect cloud for your help desk. With a variety of choices on the market, it is hard to narrow them down. So choose the cloud-based on:
Ticket Management Features
It should be easy for a customer to submit a ticket, and their distribution should be thoroughly thought out.
Setup and Costs
Companies use clouds because of cost savings and easy maintenance. If a cloud is more expensive than a custom solution and it is too difficult to implement, why bother?
A Reliable Cloud Provider
If a provider does not invest in security, upgrades, and bug fixes, there is no sense in the cloud investment.
A cloud help desk has numerous benefits: it is less expensive and effort-consuming, you can have access to it from anywhere, minimize downtime, and ensure the security of the data with minimal spending. Just choose the right cloud provider, and never worry about help desk tech issues again.