In the past few decades, customer support has become more important than ever, making it one of the pillars of running a successful business. When most people hear the term ”help desk” or ”customer support”, they think it means answering customers questions and queries via emails. However, this could not be further from the truth.
Thanks to innovation in the online industry, we now have help desk software that can handle all forms of communication, be it calls, emails, contact forms, live chat, Facebook messages and even tweets in a single web-based interface.
Clients might contact you or seek help more than once with varying problems. Some might require help setting up their accounts, some may need help with their login information, while others may want to return a product they bought. With the increasing number of customers, the number of help requests also referred to as tickets rise. To maintain your business reputation, you start thinking about hiring more agents to help address all the queries. Let us assume you already have several customer support agents. How do you ensure they do not answer the same email and keep track of how they address the queries?
An ideal help desk software will assign tickets to the agents in a manner that the two do not answer the same request. This ascertains your client support expenditures are done so in an efficient manner. When creating a website or running a popular service, you’ll realize that some problems like bugs will be reported more than once. Again, help desk software will handle and manage requests with the same problems. If you come across an issue that’s reported on a regular basis, you can arrange for a better way to answer the customers and fix the issue. If you would like to know ‘What is the benefit of service desk?’ then see here.
That being said, here are solid reasons to start using help desk software on your site today:
1. Better Ticket Management
With customer support software, you’ll be able to automatically assign tickets to agents and get to know the progress of each as well as how they are handled. You will be able to control requests with the same issues and stay on top of every support request coming into your website.
2. Improved Customer Satisfaction
When your customers are satisfied, they become happy and in turn, convert into loyal customers. By providing fast and accurate customer service, you will improve your client satisfaction rates substantially.
3. Monitor the Performance of Client Support Agents
With help desk software, it’s relatively easy to stay on top of your employees’ work. You not only get to see how many tickets they solved at the end of the day but the quality of his or her support. An ideal customer support software comes with features like agent feedback, which allows people to rate the quality of support they received.
4. Keep Track of Every Single Request
Perhaps one of the most important aspects of giving customer support is being where your customers are. A good customer support software will keep track of requests, regardless of where they come from, be it calls, emails, contact forms, live chat or social media and convert them into tickets.
5. Manage Your Knowledge Base
When it comes to managing your knowledge base, keeping track of issues is vital. Give answers for repeated queries in your knowledge base topics and allow your potential or existing customers to get customer support whenever they require it.