Customer support has become one of the most important parts of the business in recent years. If somebody talks about offering “customer support” or having a “help desk”, many people still assume that it refers to answering customer queries via email. If you do so, however, you are wrong.
Today’s help desk software is capable of handling communication of all kinds. You can manage live chat, emails, contact forms, calls, Facebook messages and posts along with tweets within its web-based interface.
Customers may contact you or request help multiple times with varied issues. Some may need help with login information, some may need help setting up their accounts, and some may want to return a product they previously ordered.
The increasing number of customers will translate to a rapid rise in the number of help requests, also known as “tickets”. You will need to start considering hiring more customer support agents to answer calls in time.
For instance, let’s assume that you already have more than one customer support agent. How do they manage not to answer the same emails twice and how can they tell who answered what? Modern help desk software assigns tickets in such a way that two agents can never answer the same request. You can thus be sure of your customer service budget is being spent efficiently.
Your customer support team is finding it increasingly difficult to adequately meet the needs of your customers. That’s why you need an additional team member to make their life easier. That member is help desk software and will simplify the job of your agents by automating their processes.
Now that you have a better understanding of the importance of a help desk system for your business, here are the top reasons why your business website needs this software. As a side point, you may also be interested in seeing ”What are the skills required for service desk?”
Better Customer Satisfaction
It has been statistically proven that satisfied customers are not only happy customers but also loyal customers. If you can provide quick and accurate customer service, you can drive your customer satisfaction rates significantly higher.
Improved Ticket Management
Help desk software can assign and distribute tickets to agents. You can see how the requests are being processed along with the progress on each ticket and even control requests with the same issues. With help desk software, you can essentially stay on top of each request that comes into your system.
Managing Your Knowledge Base
Monitoring issues is critical to managing your knowledge base. With help desk software, you can provide answers to repeat questions in your knowledge base topics and ensure that customers have customer support whenever they need it.
Monitoring the Performance of Customer Support Agents
If you use help desk software, you can easily keep track of the work of employees. You can not only see the number of tickets a particular agent handled in a day, but also check the quality of support offered. Today’s help desk software provides features such as agent feedback that allows rating the quality of support given.
Keep Track of All Requests
The most important aspect of providing customer support is being wherever your customers are. Help desk software keeps track of requests coming from everywhere (live chats, emails, contact forms, calls, Twitter, and Facebook) and transforms them into tickets. Furthermore, tickets from different sources can be combined together into “hybrid tickets”.