Key Factors for implementing a Service Desk software

June 18, 2021

enter image description here

A service desk is a business web tool that allows support at different levels of users within a company as well as tracking each of them providing personalized and automated customer service.

In order to improve the company's practices with customers, avoiding unanswered calls or emails in the required time, we will be able to implement solutions focused on the contact between the company and the customer with quality tools capable of transmitting the company's objective with specific functionalities to each customer interest.

For example, through a service desk the company could have manuals of each of the products or service offered, available at any time and place for customers to access individually and look in detail the purchased items with our company to easily diagnose maintenance or any additional service.


67% of customers use self-service knowledge to find answers to their questions (Source)


Benefits of a Service Desk

  • Structuring services
  • Customer Focused Platform
  • Process update
  • Saving resources
  • Improve response times
  • High availability
  • Scalable
  • Flexible

In order to plan, structure and provide excellent customer service we can identify as key factors for the successful implementation of a service desk system:

  • Current situation

The current situation of our processes that involve our customers about the service will help us in the implementation of a successful service desk.

How we work, what are the problems and frequent queries we receive, what kind of staff is required or response times on the acceptance of customers.

  • Definition

We must define and structure each process focused on our clients based on the current situation of the company.

For example, list of frequently asked questions, user manuals, solving common problems, among others.

  • Features

A service desk will be focused on the functionalities and processes of your company managing internal control of the execution and management of each request or consultation of customers.

It will benefit from the structuring and correct handling of each process that involves customer service, your team can be backed by a tool capable of performing repetitive actions and send personalized notifications.


A service desk software will bring an additional value to your company as a platform for sending support tickets on areas related to the company.

Your clients could make requests or queries in a fast, effective and transparent way. At the moment the client generates a new request, a support agent will be automatically assigned to resolve doubts in the shortest possible time.

It could have a history per client or type of consultation and manage reports with new strategies constantly seeking the improvement of the service to its clients.