In today's world, companies use various tools to effectively manage customer relationships and optimize the performance of their support team. Two of the most popular tools of this kind are Help Desk and CRM systems. Both of them play an important role in improving customer service, but they have their differences. In this article, we'll take a look at these differences and determine which tool is more suitable for your needs.
HELP DESK
- It is focused on processing requests: a ticket system is typically used to handle specific requests or "tickets" from customers. These tickets can be related to questions, issues, requests, or complaints.
- Instant response and distribution: the ticketing system allows you to respond to requests quickly and distribute them among support staff for further resolution.
- Specialized functionality: the main focus of a ticket system is to process requests and interact with customers within the framework of specific requests. It helps to resolve issues and improve the quality of service.
CRM SYSTEM
- It is focused on customer relations: a CRM system is designed to manage customer relationships and store information about customers, their history of interaction with the company, and deeper data analysis.
- Focus on sales and marketing: CRM systems help to keep track of sales, create marketing campaigns, and maintain customer interaction on a more strategic level.
- Wide functionality: CRM systems provide many functions, including analytics, process automation, and the ability to conduct sales and marketing activities through one system.
CRM OR HELP DESK SYSTEM, WHICH TOOL TO CHOOSE?
The reality is that Help Desk tools and CRM platforms were never intended to compete with each other. In fact, most businesses view these tools as equivalent to improve their sales and customer service processes. If you're looking to consolidate a growing customer database in one place, a CRM database may be the perfect solution. Your marketers and salespeople can collaborate, track lead progress, and monitor the overall status of each customer. If you want to automate the customer service process and track agent performance, a customer service ticket system is a great choice.
But what if there is one tool that perfectly meets both of these needs?
This magic tool exists. A Help Desk system with CRM integration will help you move between sales and support departments. Support agents can access 360-degree customer information to provide highly personalized service. Even leads generated through live chat (an important function of a help desk) can be stored in your favorite CRM.
COOPERATION BETWEEN HELP DESK AND CRM: THE PERFECT PARTNERSHIP!
CRM and ticketing systems are used by organizations to achieve a common goal — retaining customers and increasing revenue. However, when we take a closer look at their functions and capabilities, we notice that there are many differences. CRM tools are used primarily by the sales department to improve customer relations. A ticket system, on the other hand, is used by support agents to improve the customer experience. While CRM takes a more strategic approach, the help desk is more reactive.
If you're looking for a tool that can meet both of these needs, you've come to the right place. HelpDeskStar is a cloud-based help desk solution that can integrate with leading CRM systems such as: Terrasoft, keyCRM, Pipedrive, Zoho, NetHunt, HubSpot, SalesDrive, and others. It is an ideal platform that facilitates real-time collaboration between sales and support teams.