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  • Pros & Cons of JitBit HelpDesk: Analysis of a Leading Help Desk Software

Pros & Cons of JitBit HelpDesk: Analysis of a Leading Help Desk Software

Category: B2B News
What are the pros and cons of JitBit HelpDesk?
The pros and cons of JitBit HelpDesk are, it helps you organize your ticket management, build up a knowledgebase and automate the process for repetitive customer queries. However, it can be pricey if you are a freelancer, considering there are plenty of free help desk apps vying for your attention.

Customer service is all about keeping your customers happy and different strategies have been developed to achieve this result over time. Customer care success stories leave a significant impact not only on your product or service but also on the company as a whole. That’s why companies are investing in help desk technologies to deliver more timely and responsive customer support.

In this article, we will look into one of the popular help desk software solutions. Let us navigate through the pros and cons of JitBit HelpDesk, and help you decide if it is a technology that fits best with your business’s customer service goals and vision. With good customer service being recognized as a standard of good business practices, it augurs well for you to incorporate help desk software into your customer care strategy.

Customer care software solutions like JitBit HelpDesk have increasingly gained popularity over the years because of the convenience they offer not only to the customers but also to the company’s support team.

Credit: go-applied.com

Quality service can bring in loyal customers (2018 State of Global Customer Service Report) but when it comes to customer service, it can only be as good as your last responsesome may call it a stretch but it is a reality for many. The main reason why customers contact support is they need advice or information, and if neither is addressed accurately—or worse, addressed badlythe experience resonates in the customer’s mind and leaves a negative impression. 

The right help desk software can make the difference between a satisfied and an irate customer. Nailing the former down means giving the support team the necessary knowledge and equipment to address the customer’s concern using the correct information and as efficiently as possible. Customers can throw questions with varying degrees of complexity and only expect a good answer fast, and this is the critical part where things can go wrong—the concern falls on a representative not equipped with knowledge or training to address the issue. Likewise, there is no dedicated and organized response resource available or the customers could not find any information on the website. Fortunately, technology has made these things easier to fix but it will still come down to choosing the right software solution to use.

Below, you’ll find the key features of JitBit HelpDesk. Study them and see if they match your requirements. If not, you can check our 20 best help desk software solutions in 2019 for more options.

What is JitBit HelpDesk

JitBit HelpDesk

An award given to products our B2B experts find especially valuable for companies

JitBit HelpDesk won our Expert's Choice Award for 2019

Our score
9.2
User satisfaction
100%

JitBit HelpDesk is a ticketing software that optimizes customer service support for small to large businesses with its comprehensive automated functions. While its main focus is still on ensuring that all customer inquiries and other concerns are addressed correctly and efficiently, JitBit HelpDesk also takes care of educating customers beyond canned and personalized responses, as well as encouraging customer participation in what is normally an exclusively internal decision-making process.

If you want to check the features closely you can do so at no cost. Simply sign up for a Jitbit HelpDesk free trial here.

Here is a list of JitBit HelpDesk’s key features:

  1. Help Desk Automation
  2. Knowledge Base Creation
  3. Real-Time Ticket Updates
  4. Ticketing Management
  5. Secure Web-Based and On-Premise Interface
  6. Android and iOS apps
  7. Customer Support Request Tagging
  8. Performance and Asset Management
  9. Canned Responses
  10. Customizable Design
  1. Team Mailbox
  2. Integration with more than 500 applications
  3. Single-Sign On Option
  4. File Attachment Support
  5. Reporting Options
  6. SSL Encryption
  7. Multilingual Support
  8. Two-Way Email Integration
  9. POP3/IMAP/SMTP

JitBit HelpDesk Pros & Cons

While this help desk software offers a number of benefits for small to large business enterprises, it also has a few shortcomings depending on your requirements. In this section, we will examine both the pros and cons of JitBit HelpDesk:

Organized Ticket Management

JitBit HelpDesk addresses the need for an organized ticketing system by allowing you to create customized categories and tags that you can filter. With this feature, you have time spent less on sorting through your cluttered inbox and more time invested in responding to customers.

Jitbit HelpDesk’s dashboard gives you a quick glance at the big picture.

One Email = One Agent

Another helpful feature of this JitBit HelpDesk is how it prevents the instances of having more than one representative responding to the same email. The tickets get updated on a real-time basis, which eliminates the possibility of confusing the customer with duplicate or different responses and making sure that all agents are working on different email inquiries. This feature is most beneficial to organizations with a large number of agents or customer support representatives. 

Knowledge Base

JitBit HelpDesk’s role in establishing a good relationship with your customers also includes helping them learn more about your product or service by creating a knowledge base page where customers can check out helpful articles, such as tips and guides in resolving common issues, and more. 

Auto-Responses and Suggestions

Spend less time working on recurring or basic issues by using canned responses created for specific issues. You can also add more information to your response by including links to relevant knowledge base articles automatically suggested by JitBit as you type your response. Although canned having responses makes working on a ticket faster, there is the risk of sending the same canned response to the same customer; some customers prefer personalized answers and receiving the same canned response more than once can leave a negative experience.

All the key information of a ticket is on one location for quick context during endorsement.

Customer Participation

When it comes to end-user experience, customers know best and their thoughts can be a gold mine of new ideas and improvement possibilities. Encourage customer participation through the “Ideas” forum where customers can suggest, discuss, and even vote for new features or processes.

Accessibility

When it comes to accessibility and ease of use, JitBit HelpDesk’s Android- and iOS-compatible mobile application, integration with more than 500 applications (Slack, Github, Asana, Google Drive, Zapier, etc.), and single-sign on options (SAML, Google Account, etc.) help you keep track of your customers concerns, route tickets to appropriate support team or agents, etc. on the go. JitBit HelpDesk, however, does not have social media integration, which can be a disadvantage to some.

Customizable Design

JitBit HelpDesk interface can easily blend with your organization’s branding. Customize its design by changing colors according to your organization’s color scheme, uploading your company’s logo, adding custom CSS and JS logic, and more.

Simplicity

JitBit HelpDesk has a straightforward interface that is easy to navigate for both customer service reps and end-users. No more confusing buttons, links, forms, etc., just what your customers need to find the answers they are looking for and what is necessary for your support team to supply the necessary information.

Overall, JitBit HelpDesk is a comprehensive and easy to use software that focuses on helping you establish and maintain good customer service. Depending on the needs of your business, you can weight the pros and cons of JitBit HelpDesk and find out how — and if — this technology is suitable to helping your business achieve its customer service goals and needs.

If you want to try the software without paying yet, you can easily do so when you sign up for a Jitbit HelpDesk free trial here.

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. No stranger to small business hiccups and drama, having been involved in a few internet startups. Prior to his for-profit ventures, he has had managed corporate communications for a Kansas City-based Children International unit.

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