10 Most Useful Features of Helpdesk CRM Software

Modern consumers expect a fast service when interacting with brands, so you should always provide them with such, lest they leave and find what they need someplace else. Helpdesk CRM software is one of the most important tools that you need to have in your customer service toolbox, since it empowers your support agents and helps them provide an outstanding service, strengthening customer relationships and improving your brand.


In order to choose world-class help desk software for superior customer experience, you need to look out for certain features that will benefit your help desk agents and turn them into real contributors to your company’s success.


The most essential features that every reliable helpdesk CRM software can provide you with are the following:


  • Email support – for converting all your emails into support tickets.
  • 24/7 accessible database – for storing all your support tickets and instantly accessing the information necessary for resolving issues.
  • Account and contact management – for organizing all customer interactions, together with their contact information, addresses and social media profiles, so that you can have a 360-degree view of your customers.
  • Customer service processes management – for guiding your agents and enabling them to efficiently and effectively resolve every case.
  • Queue management – for organizing case processing and easily assigning tasks to appropriate help desk agents.
  • Knowledge base – for helping your customers help themselves and reducing your ticket volume.
  • Collaboration tools – for making your agents more efficient and productive.
  • Customization – for branding and adapting your helpdesk CRM software to your unique workflow.
  • Reporting and analytics – for improving your customer service.
  • Seamless integrations – for streamlining your daily operations.


Bpm’online can provide you with all of these features and help you grow your business faster than you could ever imagine. If you are ready to take a huge step forward and take your business to a whole new level of success, be sure to check out the helpdesk CRM software offered by bpm’online. Follow the link to explore it and see how it would fit your needs.

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