Help Desk Software for Telecom Services

Everything you need to support your telecom customers in one place

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Manage customer & vendor communications
Collaborate across your telecom company
Reduce ticket volume with a knowledge base
Monitor customer experience with smart reports

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What is Telecom Help Desk Software?

Telecom help desk software is designed to help telecom businesses offer delightful support to their subscribers. Whether a customer shares an issue via email or live chat, you can capture all requests in one place. Help desk features, such as internal collaboration, reports, self-service, chatbots, etc., help businesses improve subscriber retention and exceed expectations.

Benefits of Help Desk Software for Telecom Services

Get Every Department Involved

Every department needs to join hands and work in complete sync for efficient telecom customer service. Assign queries about ongoing offers to your sales team or route tickets about major complaints to your IT technicians.

Create a Self-Service Portal

The best way to avoid common queries is by empowering customers with robust self-help material. With telecom helpdesk & customer service software, you can create a dedicated knowledge base and reduce your ticket volume.

Enjoy Top-Notch Data Security

Assign different roles such as Admin, Manager, or Agent to determine the extent of information people can access. You can also choose to keep your external help center Private for a few customers or Public for everyone.

Leverage Automation

Automatically assign tickets to available agents with the help of the Round-Robin method. Our customer support software for telecom services allows you to create powerful chatbots and offer round-the-clock assistance to subscribers.

Offer Support on the Move

Support queries or issues should not get the best of you even when you are on the move. With a dedicated telecom help desk mobile app, agents can track the progress of tickets, communicate with other agents, and respond quickly.

Deliver Personalized Support

When you understand your customers better, you can look to make every interaction count. Agents can easily access the ticket history to understand what went wrong in the past or the reason for the present contact.

Manage Customer & Vendor Communications

Track all stakeholder conversations on a single platform

As a telecom business, you can receive hundreds of thousands of communications from subscribers, business partners, vendors, and other stakeholders. Easily manage multiple shared inboxes (support@, complaints@, info@, etc.) from a single dashboard. Proactively engage with your audience via live chat invitations and offer assistance in real-time. Create web forms and allow support agents to get all the context and information they need to resolve an issue.

Collaborate with shared inboxes
Interact in real-time via live chat
Create web forms

Collaborate Across Your Telecom Company

Drop comments, tag team members & get more done together

With ProProfs telecom help desk software, team members can add internal notes or comments to tickets and collaborate across the organization. Break complex issues into multiple child tickets and assign them to different departments for faster resolution. Each team member can see who is working on what, receive collision alerts when two people are working on the same ticket, and avoid sharing duplicate replies with customers.

Internal notes
Parent-child ticketing
Agent collision detection

ProProfs Help Desk Is the Go-to Customer Service Software for Telecom Businesses

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Reduce Tickets with a Knowledge Base

Empower your telecom subscribers with 24x7 self-help

Telecom subscribers can have multiple queries related to the latest offers, subscription packs, validity, roaming charges, and so on. Save your team’s time by creating a search-friendly knowledge base and encourage customers to explore self-service opportunities. You can even upload forms and other relevant documentation to digitize your process. Use telecommunications software to share automated email alerts with customers and agents and keep everyone on the same page.

Encourage self-service
Upload forms & documentation
Powerful automation capabilities

Monitor Customer Experience with Smart Reports

Make informed decisions with AI-powered reports & analytics

If you want your Telecom business to become a beacon of “delightful support,” you must monitor the customer experience. Use our telecommunications ticketing software to share CSAT, NPS surveys and monitor customer satisfaction as well as loyalty. Keep a tab on your agents’ performance with powerful help desk metrics and KPIs. Closely monitor how customers rate their interaction with your support team and identify bottlenecks in your process.

Share CSAT, NPS surveys
Gauge agent performance
Identify bottlenecks

Must-have Features of Helpdesk Software in Telecom Industry

Canned Responses
Create canned responses for email, live chat, and delight customers with fast replies.
Custom Fields
Include more details about a ticket, such as cost, time, etc., by adding custom fields.
Internal Notes
Add internal notes to support tickets to discuss issues or offer context to other agents.

Ticket Prioritization
Mark the priority of tickets as High, Low, or Normal and keep your inbox well-organized.
CSAT Surveys
Share automated feedback surveys with customers to monitor their support experience.
Internal Knowledge Base
Create an internal knowledge base for your employees and enhance productivity.

View All Features

Testimonials

"Everyone should give it a try!"

I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.

Professor Daniel Stein

Director of Technology Initiatives, Touro College
"Excellent Customer Service!"

ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.

Bill Wisell

Health Licensing Coordinator, Nebraska Department of Human and Health Services