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Helpdesk Software Guide

 

How Can a Help Desk Resolve Angry Customer Issues?

It happens to almost every company at some point: angry customers. While you always strive to maintain customer satisfaction and happiness, you’re not perfect. The best thing to do is not dwell on an angry customer, but work to resolve their concerns as soon as possible.

Once you get in touch with your customer and work through their question or complaint, it’s time to see what went wrong.

Did you miss the customer’s query in the first place? Perhaps you need a help desk system that has a ticketing feature. You should also ensure all communications go to the dashboard. This way, no matter how the customer chooses to reach out, it’s all visible in one place.

With a query ticket, each question or concern gets labeled separately. This prevents any communication attempts from slipping away unnoticed.

Did the customer not get a timely answer? Perhaps it was days before you or someone else on your team got back to their request. This really degrades the professional relationship you can have with your customers. They’re anticipating a semi-quick response. Yes, there are exceptions to be made if the customer shoots you a message after business hours or on the weekend. Otherwise, though, you must answer quickly.

Do you have a chatbot or some other form of automation in place, such as an autoresponder? If not, this could prohibit you from giving the customer something. Even if you send a quick automatic message informing the customer that you’re closed and someone will address their question on the next business day, this goes a long way in keeping the customer happy.

Could you not provide the information the customer was looking for? Why not? If you’re using software for a help desk, then you should be able to dig through a database of questions, responses, and other useful information. Then, in turn, you should feel ready to handle almost any query a customer can toss your way.

Also, do you have a knowledge base? Is it fully furnished or just bare bones? When did you last update it? If the customer can find the answers they need without ever asking you, that’s okay. In fact, it’s better than okay; it’s ideal.

I highly recommend the tool. It's an awesome tool for a startup like us.

Garma Gay D.

Technical Helpdesk Support Analyst, Atos
testimonial by Garma
I was using ActiveCampaign but the costs were adding up quite quickly. I tried other platforms but the automation sequence offered by ActiveCampaign is not easy to find, until, I got Engagebay. The platforms offer an awesome automation platform for emails, plus landing pages and forms. It works quite well and can be a perfect substitute.

Leonardo W.

Founder, Wolff Consultoria
testimonial by Leonardo
A full-featured marketing platform. With this, you have all you need to get started and succeed. Having all in one platform make any marketer job much easier.

Santiago B.

Southern Europe Director, Triptease
testimonial by Santiago
Enabled me to easily capture details of interested parties for my products. Ease of use Feature set. Excellent customer service.

Raymond B.

IT Project Manager, BespokeIT/Corp Networking Limited
testimonial by raymond
It covers everything a small business sales/marketing team needs.

Gergely Csaba N.

Online Marketing, Chamaileon
testimonial by Gergely
I love the landing page builder and ability to import a URL and basically create any type of landing page. This makes creating funnels super easy. You can then customize it to suit your needs. I also liked the fact that the landing pages and automation were all in the same tool. This saves time and makes it so much easier to do email marketing.

Vandana Taxali

Intellectual Property, Digital Media & Entertainment Lawyer
testimonial by Vandana
I like how they give you access to all these marketing and CRM/sales features in one dashboard. It could easily replace a number of other tools you are using right now. Pricing is fair for what you get too and I also really like the file repository feature that bigger marketing teams will really appreciate. I would be happy to recommend this tool to my clients.

Paul T.

eMarketing Strategist, Paul Therond Consulting
testimonial by Paul
This product is just like HubSpot. I cannot believe the price, so far I've used it for 2 weeks and those guys have added 2 features more.

Ivana B

Founder, New Marketing.Agency
testimonial by Ivana
Most basic and advanced tools you need in your online business is inside Engagebay, from lead generation, email marketing, page builder, CRM (alternative for Hubspot and Infusionsoft) and my most favorite is the marketing automation.

Jan Patrick T

Executive Managing Broker, Greatway Financial Inc
testimonial by Jan
All its tools and functions are good, but what I like most are the automation and programming in social networks along with landing pages, pop-ups, and forms that together help me increase traffic and in the short term generate sales.

Dioshai G

Web Developer, Huawei Technologies
testimonial by Dioshai
The software is easy to set up and implement. I feel EngageBay is quickly becoming a marketing automation competitor to the premium SAAS offerings. EngageBay's customer support has been very responsive and helped me resolve an implementation issue almost immediately.

Shawn L

Marketing Manager, List Biological Laboratories, Inc
testimonial by Shawn
I highly recommend the tool. It's an awesome tool for a startup like us.

Garma Gay D.

Technical Helpdesk Support Analyst, Atos
testimonial by Garma
I was using ActiveCampaign but the costs were adding up quite quickly. I tried other platforms but the automation sequence offered by ActiveCampaign is not easy to find, until, I got Engagebay. The platforms offer an awesome automation platform for emails, plus landing pages and forms. It works quite well and can be a perfect substitute.

Leonardo W.

Founder, Wolff Consultoria
testimonial by Leonardo
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