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帮助台：功能、优势、特性和软件
所以，您正在考虑帮助台。虽然已经研究过，但还有疑问。帮助台到底是什么？它与服务台有何不同？您的公司是否需要？如果需要，为什么？最成功的帮助台遵循哪些最佳实践？我们问了我们的专家，以下是他们的回答。
定义“帮助台”
帮助台是客户和员工的首个联系点。客户需要答案，而帮助台就是他们求助的地方。
当员工需要对打印机进行故障排除，升级笔记本电脑的安全性或授予员工对新系统的访问权时，就需要向帮助台求助。当客户无法进入系统，需要设置方面的帮助或遇到错误时，通常也会打电话给帮助台。
帮助台与服务台：有何区别？
通常，人们会互换使用帮助台和服务台这两个术语，但事实是，它们都用于不同的重要目的。
帮助台源于以 IT 为中心（大型机计算），而服务台则诞生于以 IT 服务为中心的精神。帮助台的主要重点只是解决问题，而服务台的主要重点是为其客户或用户提供服务。帮助台中缺少像服务台这种对服务交付和以客户为中心的重视。
对于希望整理解决客户问题的方法的组织来说，帮助台可能是一个很好的起点。
帮助台功能
帮助台应执行以下几项功能：
- 提供单点联系人。内部或外部客户在需要帮助时应始终知道该去哪里。
- 回答问题。当客户需要答案或分步说明时，他们应该能够使用自助服务或联系帮助台支持人员。
- 腾出时间.运行良好的帮助台可以集中知识并提供工作流程指导，从而更快、更轻松地解决客户问题。
- 衡量客户满意度。客户应始终有办法对帮助台进行评分并提供反馈，以改进流程、知识库和解决方案。
帮助台类型
When looking for help desk software, it’s important to find software solutions that offer the right features. From SLA management to automation, here are some of the best features to look for.
IT 支持帮助台
IT 服务台为内部员工提供支持，解决从简单的密码重置到网络中断等各种问题。
客户服务帮助台
客户服务帮助台侧重于外部客户，回答有关他们购买的产品和服务的问题，并帮助他们针对问题进行故障排除。
业务帮助台
IT 以外的团队（例如人力资源、财务和法律）可以而且有时确实会创建和运行业务帮助台。人力资源可以帮助员工做一些事情，例如修改付款选项或获取工作证明。法律部门可以回应合同审查请求。财务部门可以处理应付账款和费用问题。
Community forums
Forums are a place where users can ask questions and have them answered by the community.
Reporting and analytics
Help desk software reporting features enable companies to track key metrics, including agent productivity, customer satisfaction, and support costs. Detailed analytics allow for continuous improvement of service quality and efficiency.
Help desk automation
Help desk software can automate common tasks, freeing up agent time while maintaining consistent actions. Automation can close an inactive ticket or alert a manager when a new priority-one issue is created.
SLA/SLO management
Service Level Agreements (SLAs) are a contract between the business and the customer. Service Level Objectives (SLOs) are the specific objectives or goals outlined in the SLA. These SLOs define the expected service levels, such as time to first response or time to resolution, that agents must work within.
SLOs can also be quality-based, such as ensuring customer satisfaction stays above 90%.
Customization
Most help desk software allows companies to customize their help desk so that it carries the company colors and logo. You can also build custom integrations on top of the help desk to extend the software’s functionality.
Integration with existing tools
Integrating your help desk with the tools you’re already using can help you streamline IT service management (ITSM). These integrations help you get more out of your existing tools and your help desk.
For example, you might connect your help desk to Slack, allowing users to submit support tickets directly through the platform. You can also integrate with Confluence to visualize help desk tickets and see how they fit into the larger projects you’re working on.
Integration makes it easier to maximize the benefits of your help desk software. When you’re looking for IT help desk software, look for software that can integrate with the solutions you’re currently using.
帮助台角色
Whether you’re automating with a virtual agent or using an IT help desk to log and track tickets manually to speed up resolution times, there are several benefits of using a help desk.
Faster issue resolution
帮助台管理员：帮助台管理员主管帮助台的日常运营。包括招聘和培训支持人员、构建支持流程以及跟踪支持人员生产力和客户满意度等 KPI。帮助台管理员通常负责管理总体预算并向管理团队报告绩效。
Improved customer satisfaction
帮助台支持人员：帮助台支持人员直接回复帮助台问题。这可能包括从硬件问题到密码重置请求的所有内容，查询可以通过电话、电子邮件或帮助台门户提出。
帮助台支持人员通常还负责更新公司的知识库，寻找方法来指导他人并传播他们的技术专长。根据公司的规模，可能会有多个级别的支持人员，根据支持经验进行划分。
Better team productivity
帮助台团队负责人：帮助台团队负责人通过指导新支持人员并确保每个人都提供优质的客户服务和实现其服务级别协议 (SLA) 目标来为帮助台管理者提供支持。团队负责人还监控绩效，并向管理者提供反馈以改善支持流程。
Scalable support operations
As your business grows, your IT needs will become more complex, and you’ll have more users submitting support requests. Fortunately, IT help desk software is designed to scale with your business as it grows.
You can customize your service desk experience with Jira Service Management, adding new users, channels, and workflows to maximize efficiency.
什么是帮助台软件？
那么，大多数公司是如何运行帮助台的呢？答案是帮助台软件，比如 Jira Service Management。
当企业刚开始时，他们通常依靠电子邮件来获得支持。但是随着公司的发展，采用电子邮件以外的方式作为主要支持渠道变得至关重要。支持需要随着企业的发展而扩展。如果支持人员难以满足请求，而收件箱里堆满了未回复的电子邮件，那么绝对是时候使用帮助台软件了。
帮助台软件允许公司以有组织的方式接受、跟踪和响应支持请求。许多帮助台计划还提供知识库、自助服务门户、SLO 管理和报告。为您选择合适的帮助台软件具体取决于您公司的具体需求。
IT support help desk
An IT help desk supports internal staff, resolving problems that range from simple password resets to network outages.
Customer service help desk
A customer service help desk focuses on the external customer, answering questions and helping troubleshoot issues with products and services they’ve purchased.
Business help desk
Teams outside IT (such as HR, finance, and legal) can and sometimes do create and run a business help desk. HR can assist employees with tasks such as modifying payroll elections or obtaining employment verification letters. Legal can respond to contract review requests, and finance can field accounts payable and expense questions.
您的公司需要帮助台软件的四大理由
Help desk software plays a crucial role in maximizing productivity and reducing response times. But in case you weren’t already convinced, here are four more reasons your company needs help desk software.
1. 电子邮件是一个糟糕的跟踪工具。
如果每个帮助请求都变成一连串的电子邮件，那么支持人员可能很难确定每个请求的优先级和响应。将对话从收件箱中移开，以更好地组织帮助台队列。
2. 客户想要实现自助。
对于许多公司来说，帮助台软件还提供了一种组织常见问题解答或知识库的简单方法，使客户可以自助解决常见问题。
3. 优先考虑重要请求单。
忘记日历提醒、便利贴和电子邮件。帮助台软件不仅允许您定义请求单顺序，还可以定义优先级和解决时间要求。
4. 监控支持的运行状况。
帮助台软件可以跟踪请求单数量、解决时间、客户满意度，甚至是个别工程师绩效等指标。
常用的帮助台软件功能
The help desk software you choose depends greatly on your needs, the number of agents, and your budget. When shopping for a solution, our experts recommend asking yourself:
- Which channels do we need to offer support on (web, email, social, mobile, etc.)?
- How many agents will use the software?
- Does our company need a self-service solution or a knowledge base?
- Does our company need automation for repetitive help desk tasks?
- What kind of reporting do we need?
- What is our timeline?
- What is our budget? Do we have any wiggle room?
- How many resources can we invest in the software setup?
Answering these questions should help you choose the best help desk software for your organization.
如何实施帮助台软件
Implementing help desk software can be a lengthy process, but understanding the process is helpful. Here’s how you can implement help desk software to streamline incident response.
第一步：研究并获得管理层的支持
定义您的帮助台目标和需求。研究好处并了解您想从帮助台获得什么。然后向管理层介绍您的计划并获得支持。
第二步：在实施之前做好规划
在规划帮助台流程时，考虑 IT 人员的角色和能力。构建工作流程来推动这些流程，并确定用于跟踪成功的指标。
第三步：安装和设置您的解决方案
安装您的帮助台软件。根据需要导入联系人、用户信息和其他资产。添加您的 IT 用户和管理员。定义请求单类别和问题类型。设置队列和自动化规则。编辑电子邮件模板并定义筛选器。
第四步：根据需要添加高级配置
将帮助台软件与其他应用集成。将您的文档导入知识库。定义您的 SLO。设置报告和通知。并配置审批工作流程。
帮助台软件费用是多少？
帮助台软件的价格取决于公司规模、团队规模和业务需求。通常，它是根据有多少支持人员正在解决请求单来计算的。成本问题总是很难回答，因为费用范围非常广——从为小型企业打造的基础免费计划到每月数千美元的企业级可定制解决方案。
有了 Jira Service Management，从 IT 到 HR，再到法务部门，每个团队都可以轻松地设置和定制帮助台，以满足各自的特定需求。立即开始使用，无需设置或安装。