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  • Writer's picturePriyanka Saini

The Advantages of Cloud-Based Help Desk Systems

Updated: 14 hours ago

The future of streamlined business operations lies in cost-effective, cloud-based help desk systems. By leveraging the benefits of these systems, businesses can organize and simplify their processes, ultimately maximizing customer retention and customer care.

Cloud service desks provide the same tools as traditional service desks, but they operate on a cloud-based platform. This is typically achieved through the use of Software as a Service (SaaS) help desk applications, which allow users to easily access cloud-based tools through an app or user-friendly interface. With cloud-based help desks, service desk agents and managers only require an internet connection to access their ticketing system, as the servers and software are maintained and updated by the vendor's IT infrastructure. Cloud help desk services are intended to help companies scale up their help desk teams without the added burden and cost of managing their software and hardware needs.

Cloud-based help desk software offers more functionality than one might expect and has surpassed on-premises solutions due to the advantages it offers in terms of cost, maintenance, features, and extensibility.

Cloud-based solutions require less hardware and software, resulting in a lower cost and a better return on investment (ROI).

Let's dive right into the benefits these solutions help with:

1) Helps expand your talent board and diversity your team

Cloud-based help desk solutions that offer remote access have multiple advantages. They enable companies to hire help desk agents from anywhere in the world, allowing them to recruit highly skilled agents while significantly reducing costs. Additionally, companies can have multiple help desk teams located in different time zones, ensuring that customer support agents are available at all times in different geographical areas.

Furthermore, many cloud-based help desk solutions offer support for different languages, ensuring that end-users have a natural experience regardless of their location and language.

2) Yes, to an available anywhere model with immense accessibility

Although on-premises service desks provide the advantage of having all employees nearby, the service desk IT industry is increasingly shifting towards an IoT-compatible and "available anywhere" model. Therefore, as long as agents have an internet connection, cloud-based help desks make accessibility issues almost non-existent. Additionally, since the cloud serves as a central point of contact for all customer data, consolidating this data becomes a more streamlined process for support teams.

3) Enhanced, rooted security

Cloud-based service desk solutions are not only equivalent in quality to on-site solutions, but they are also fundamentally safer. This is because the cloud hosts the helpdesk rather than the help desk itself, making it possible to prevent cyber-attacks on hosted help desks from a remote location without the need for dedicated monitoring teams. Cloud service desks also employ advanced security measures that are often beyond the budgetary limits of many businesses.

4) Lends a continual momentum of scalability

Cloud-based service desks offer a significant benefit to businesses by enabling them to closely monitor their expenses when expanding their workforce and support capabilities. With a cloud help desk, businesses can move from an office-hours-only support system to a 24/7 system, which is just one of the many ways that a cloud help desk can assist with scaling.

5) Seamless collaboration across numerous social media channels

Cloud-based service desks integrate seamlessly with enterprise social media platforms, which can transform how service desk agents communicate with customers by providing a fluid and familiar mode of interaction similar to widespread social media sites.

Likewise, enterprise social media can promote collaboration within helpdesk teams and improve communication between managers and agents.

Cloud-based solutions commonly have much lower upfront costs compared to their on-premises counterparts due to their subscription-based pricing models. Once you adapt them to your business, heightened efficiency is likely to take on the core of your operations!

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