In today’s competitive business environment, offering top-rated customer support and resolving issues & queries promptly and satisfactorily has become essential. With the help of desk software solutions, an organization can quickly rectify customer problems.
The helpdesk software solution helps you to provide fast response times to quickly rectify customer problems. It results in increased satisfied customers which, in turn, provides for repeat business. It also ensures a smooth recommendation of your product or service by the customers to their circle.
This has resulted in the extensive use of help desk platforms.
What is the Role of Help Desk Software in Improving Customer Support?
Primarily, call center agents to employ help desk software to manage their customer service activity. However, its role is much more than that. Starting from business performance tracking to textual analysis of live chat sessions can be handled through the support ticket system.
Customer care representatives are the main users of help desk software. They deal with inquiries and problems of the customers. The helpdesk software puts on a larger emphasis on the idea of the ticketing system. Under which, any query raises a record or “Ticket”. This ticket is updated and tracked until the query is resolved.
Best Practices to Improve Customer Support with Help Desk Software
Here are 10 best practices to improve customer support with help desk software.
Table of Contents
1. Select the Right Software
The very first thing that you need is a powerful help desk software to provide great customer support. When you opt for a good system, it automates the majority of the processes. It also reduces the amount of manual work involved, which consumes a lot of time that agents devote to communicate with customers on a one-on-one basis.
Small & Startup businesses often use all-in-one CRM, such as Acquire CRM because its advanced system provides help desk features built into the main CRM solution. It enables everyone to have an insight into the issue that the customer is undergoing. It also makes the previous interaction with customers available, which assists them to understand the background of the d of the customer.
2. Anywhere, Anytime Access
Thanks to web-based desk programs, you can easily access tickets and support requests from anywhere, on any device. This assists you in providing a quick response to emergency queries from valuable clients. Thus, anytime support ability enhances your capacity to manage customer issues proficiently. You can even improve your response times and also ensure no ticket is missed.
3. Utilize Mobile Apps & Omnichannel Customer Experience
Top help desk software vendors offer native mobile apps for popular platforms such as Windows Mobile, Android, and iOS. This means you can provide a response to important tickets and evaluate your agents even from the field.
Mobile apps enable you to easily manage remote employees who may work at different times. You can easily access the help desk platform using your mobile device to fix problems quickly and ensure your customer support operations run smoothly.
Omnichannel customer experience is a system that connects various channels so that customers can start where they left off on other channels and continue the experience on another. Nowadays, systems can support an end number of channels like e-mail, web, video, voice, and digital. Carrying multiple channels in a single communication is the perfect omnichannel customer experience - expected by today’s customers.
4. Employ Remote Support Agents
The remote revolution is changing the global business world. Now, you can hire remote workers who may be based anywhere in the world. They can access your help desk system from their home and provide responses to customer tickets easily. This gives your company greater flexibility and a worldwide talent pool to select from. The remote support agents will also appreciate the convenience and flexibility of working from home.
5. Detailed Reports
Another advantage of online help desk products is they provide you in-depth and insightful reports and stats on a range of metrics. You can generate detailed employee work reports to understand the productivity of every agent. The software provides reporting and insights that enable managers to pinpoint these obstacles and make the necessary changes to enhance the support quality.
Also, it will have consumer’s previous data automatically on the screen when they call again. It will help to track their past issues, so the representative can help them after studying their background and help them accordingly and also get easy access to FAQ’s if it is related to the past problem. It will help to save time, fewer chances of missing any customer, and will help to focus on complicated matters.
6. Reward Good Performers
Employees need motivation and recognition to give their best. Help desk software provides stats to help you identify your top performing agents. You can encourage them to continue to do a good job by providing monetary incentives, promotions, and other rewards.
High levels of employee satisfaction will reduce turnover, save cost, save time, improve customer satisfaction, higher first contact resolution rates. Rewarding good performers will ensure a consistent level of employee satisfaction, and ultimately it will increase the goodwill of an organization and employer.
7. Quicker Response Times
"Go beyond merely communicating to 'connecting' with people."
An online help desk solution helps you to provide faster responses to support requests and queries. Top help desk platforms have an inbuilt workflow that enables your agents to easily escalate tickets, offer quicker responses to common queries, and ensure each ticket is directed to the right person quickly.
Quicker response time can earn the appreciation and continued patronage of your customers. Help desk software also helps to reach the particular customer’s query to the representative who previously handled the same customer if available, who understands the problem better.
8. Live Chat Feature
Top help desk programs offer a live chat tool that enables you to engage your consumers in real-time. You can start a chat window with visitors on your website and provide quick help when they ask for it.
This positive engagement tells your customers you care for their needs and can help to minimize abandoned carts. Your customer support becomes proactive as you can solve problems as they come up which tells your customers they are valued and appreciated.
Customers get personalized touch with Live chat, voice & video calling, co-browsing. It will also reduce confusion of agents and they can handle several customers at a time.
9. Support on Social Media
Help desk solutions enable you to provide support on social networks. You can thus reach out to more customers and improve your brand and company recognition on the internet. For instance, you can engage customers on popular social platforms such as Facebook, Twitter, Instagram, and Snapchat. Manage consumer interactions on these sites and coordinate the information and responses you provide.
Your customers will get the opportunity to connect more closely with your company and even become your brand ambassadors. Social media sites also become online user communities and they provide consumers with a searchable database of queries.
10. Don’t forget to Ask for feedback
Customers’ feedback is the most significant to measure your customer support system's success. Send tiny online surveys after each ticket gets solved to understand the customer’s satisfaction level. It will help an organization to understand if their efforts are worth doing or a gap is still there between customers’ expectations & service provided by them.
The most important task is to review the feedback given by customers and implement the changes. Do not forget to inform the customers also after implementing the change they suggested, so that it will make them feel more valuable, and they will please to know that their feedback is being reviewed.
There are numerous help desk and support solutions available and all are not equal in the features and tools they offer.
Keep track of the latest customer service trends to make effective use of the software product you select. Feel free to contribute your opinions on this article and customer support in general in the space below.