Customer Support Software for Telecom

Streamline communication with our telecom helpdesk software to efficiently manage
tickets, exceed customer expectations, and boost retention.
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Trusted by telecom businesses around the world

What is telecom helpdesk software?

The support software for telecom services enables businesses to provide exceptional customer support. With features like omnichannel communication, a unified inbox, automation, SLA management, collaboration, self-service options, and reporting, it enhances customer experience and boosts retention rates. 

Why does your business need telecom customer service software?

Telecom helpdesk management software helps you deliver excellent customer service by organizing and managing all support tickets in one unified inbox. It includes features such as automation, SLA management, internal collaboration, a knowledge base, AI-assisted drafting, reporting, and more, to meet customer expectations. 

Manage your tickets

Desk365's omnichannel feature lets your telecom team handle customer queries from email, the support portal, web forms, web widgets, and more, all in one unified inbox. 

Reduce agent workload

Automation features in the ticketing system allow you to set up workflow rules to automate ticket assignments, ensuring timely and efficient support for your customers. 

Improve collaboration

Use features like "Watchers" or "Share To" to involve other departments or collaborators in resolving customer issues more quickly. 

Revolutionize telecom customer support with Desk365

In the fast-paced telecom industry, providing top-notch customer support is essential. Desk365 offers a comprehensive suite of features designed to help telecom businesses streamline their support processes, enhance customer satisfaction, and improve overall efficiency. Here’s how Desk365 can transform your telecom customer support operations. 

Centralize all stakeholder conversations

In the telecommunications industry, managing communications from subscribers, vendors, and other stakeholders can be overwhelming. Desk365 allows you to manage all your customer support requests from various channels in a single, unified inbox. This unified approach allows your agents to collaborate and handle queries efficiently. 

With Desk365, you can engage with your audience through multiple channels including email, web forms, web widgets, support portal, and Microsoft Teams. 

Boost team collaboration

Desk365 enables seamless collaboration across your organization. Team members can add public or private notes to tickets and work together to resolve complex issues. Multiple agents can collaborate on tickets by adding ‘Watchers’ and ‘Share To’, ensuring everyone stays informed and can contribute effectively. 

Agents can also enhance collaboration with contact comments, allowing them to share insights about specific contacts. 

Empower self-service

Desk365 empowers customers to find answers on their own by building and sharing solution articles using the Knowledge Base. Selected articles can be published for public access, helping customers quickly find solutions to common problems. 

For internal use, Desk365 allows you to create solution articles to help new agents learn and enable existing agents to provide quick answers. You can also customize help center portals for different customer segments, displaying relevant solution articles using a multi-brand knowledge base. 

Track and analyze your support metrics

Desk365 provides powerful tools to track and analyze your support metrics. You can build and customize reports to analyze specific metrics, monitor your team’s performance, and track the time agents spend on tickets for accurate reporting and productivity analysis. 

Measure customer satisfaction with various survey modules and analyze ticket trends based on fields like agents, groups, channels, and categories to identify patterns and areas for improvement. Evaluate agent performance metrics such as response time, resolution time, and ticket closure time to ensure high-quality support. 

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Essential features of telecom helpdesk software

Desk365 offers a range of features designed to improve the efficiency and effectiveness of your telecom support team. 

  • Sort and manage Tickets : Organize and prioritize support tickets for streamlined handling.
  • Automate repetitive Tasks : Minimize manual effort and enhance efficiency with workflow automations.
  • SLAs : Ensure timely responses and resolutions with customizable Service Level Agreements.
  • APIs, webhooks & connectors : Seamlessly integrate with other tools and platforms for a cohesive support ecosystem.
  • Draft with AI : Use AI to generate and refine responses, saving time and boosting accuracy.
  • Instant notifications : Receive real-time updates on ticket statuses and important activities to stay informed.
  • Custom views : Tailor ticket views to meet specific needs and preferences for enhanced workflow management.
  • Canned responses : Quickly address common issues with pre-written responses to improve efficiency.
  • Custom ticket forms : Create tailored forms to capture essential information and streamline ticket submission.
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Security you can rely on

We prioritize the safety of your valuable information, exemplified by our adherence to SOC2 Type 2 compliance standards. Our platform is HIPAA compliant and hosted on AWS Cloud and Microsoft Azure, featuring robust encryption, secure authentication, and GDPR compliance. Trust in us to securely handle and protect your data.

Hear from our satisfied customers

"Desk365 has got all the right ingredients that a helpdesk solution needs under its belt. We use them to manage support for our inhouse & partner product portfolios, custom developments and change management requests. They are constantly innovating and bringing great features at a rapid pace. Apart from the great product itself, they have a fantastic customer support team that is always there to support you and get the features that you want to be implemented in the helpdesk."
Jugal Piplani
Jugal PiplaniTechnical Solutions Manager, Gapcloud
"Desk365 has plenty of features which we love to use. With other tools, we tried, there was always a learning curve. Not with Desk365, simple and fast. The email ticketing module is very intuitive to set up and use. The integration with Microsoft Teams was a big selling point to us. We can work on Tickets within MS Teams, even the customers Tenant can be integrated. Very fast way to communicate with the customers. The standard SLA and the option to set different, special SLAs to some customers make it easy to keep up with all the tickets."
Jan Schwärzel
Jan SchwärzelCTO, ComSet AG
"Desk365 has absolutely improved our ability to process internal/external requests. I needed a software solution that could be easily implemented for a reasonable price point and Desk365 delivered. I have been very impressed with the responsiveness of the Desk365 team and their assistance in configuring the software to fit our needs. Highly Recommend."
Jessica Harrison
Jessica HarrisonSr. Associate, Christopher Consultants, Ltd.
"After testing many other helpdesk solutions, we have been utilizing Desk365 for 10 months and have been hugely impressed with its ease of use, speed and simplicity. Everything we need to provide excellent customer support via email (our primary support channel) is available in one place, updates on new features are regular and concise and any requests for new features are reviewed and implemented quickly. A very good system all round."
Andy Roberts
Andy RobertsNetwork & Communications Support Specialist,
CSG
“We heavily utilize Teams and other Microsoft 365 products and with Desk365’s easy and tight integration with Office 365, it was a natural fit. Our adoption was seamless and we now have a much (much) higher use of the ticket system by end users—instead of the office visit ticket or phone call. With the ability for users to make a ticket in Teams, email or the portal at a click of a button—users naturally gravitate to actual ticket creation. Truly an outstanding product with a knowledgeable, prompt and courteous staff. "
Ryan Geiler
Ryan GeilerIT Director, Community Medical Center

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