Imagine you are using e-mail support! Your customer calls and asks you to resolve the issue which he/she had raised a week ago and you are finding it difficult to extract the mail because it got shuffled with all other e-mails. How embarrassing it is for you and also for the customer! Here Help Desk Software can support you in a quick succession. Helpdesk is a conversational name given to the function/system in a company that solves customer problems. Generally, a Help Desk software consists of three parts, namely Ticket Management, Automation Suite, Reporting & Optimization.
I strongly believe that outstanding customer service is the best marketing approach for any business to sustain in the long run. Customers are the most valuable asset for an organization, they can take you to the pinnacle or they can fire every single person of an organization including the board of directors, and CEO. To serve customers better every company has a support team, I call it a ‘Customer Delight Team’. Customer Delight team within an organization stands out because they are responsible for enhancing customer engagement.
As we observe, everything around us becoming better and better, then why not the customer service! The volume and speed of communication have quickened at the breakneck pace, and customer’s queries need to be acknowledged quickly which in turn will lead to higher customer satisfaction and better retention rate. We also have to understand that retaining the existing customers is the most cost-effective way than acquiring new customers using other marketing channels. Since I have been talking so much about customer service. Let’s dive in and see how customer service can be taken to all new level of customer experience with Help Desk ticketing tool.
Here are the ways how helpdesk can improve your customer support:
1. It is Cost Effective - Instead of hiring a dedicated team to work on Social Media queries or email queries, you can get a Help Desk Software which can be managed with existing resources. The software pulls customer e-mails from an email ID and lists them in a single place. It allows a help desk executive to answer calls from customers and log them easily. It allows customer service executives to listen to and respond to customer feedback on Social Media.
2. It is Time Efficient - A unique Ticket ID is being assigned to each and every query raised by the customers. Hence, a support person can extract the details of a particular customer with the ticket ID within no time. It helps the Help Desk co-ordinator to ensure that queries from customers are redirected to employees who are capable of resolving them satisfactorily. Within a short span of time, all the messages sent by a customer can be retrieved, even if the queries are couple of years old.
3. It Streamline Workflow – Customer Service is more complex with email support. But Helpdesk breaks down your process into discrete steps – the more granular the better. It can deploy employees more effectively, ensures that a business offers 24/7 customer supports and incorporates several self-help features that customers can take advantage off. The built-in knowledge base for storing helpful tips and articles. Not only does this act as a great self-help resource for customers, but also a rich reference for employees.
4. It Ads Transparency – With ticket tracking system you can have better SLA Management. Higher management can track and see how many tickets are being addressed within the stipulated time and how effectively employees are working on each ticket. More importantly, communication through multiple channel i.e. phone calls, social media, etc can be merged into one single ticket to avoid duplicity. And it is easy to track the phone conversation for the management.
5. Improves Business Growth - In line with all of the above benefits, supervisors can see at a glance what needs to be done, what’s the status of the various issues, and who worked on them.