Whether you’re a small business or an enterprise-level company, a helpdesk tool or software can benefit you in many ways. Let’s discuss these more now.
Running a help desk is all about providing accurate yet speedy information to your curious customers. What’s the accuracy rate of your answers? How long does it take for a customer to get their answer after making a query?
You can glean all this useful data via analytics and reporting, something any good helpdesk should have. Once you review your analytics data, you can implement changes and better your help desk, thus making the whole process better for your customers.
A happy, satisfied customer is one who’s more likely to stick around and continue doing business with you. Are you providing the level of service for your customers necessary for them to stay? Why or why not? With tools and software, you can track your help desk support, change your processes, and hold onto those loyal customers for years to come.
If a customer reaches out to your help desk and gets a half-answer, or—much worse—an answer that’s incorrect, that helps no one. The chances of the customer asking another question decrease. Their opinion of you also decreases.
With software automation, you can comb through a database of answers and interactions to provide the most up-to-date, accurate information for your customers. Yes, that’s no matter their question, even the obscure ones.
When a query ticket rolls in, how many of your employees jump on it at the same time? Without software, it’s hard to answer this question. What results is too many people taking care of the same task. In the meantime, fresh questions arrive that need tending to, but no one does because they’re all busy.
With software and tools, you can organize your incoming queries through tickets, as mentioned. Employees can see which tickets they have available to work on. Each employee can take from a pool of tickets and keep the streamlined process moving forward.
Does one customer wish to hear back from you by phone while another likes email? You’d hate to call a customer who said they want communications done through email, as there’s normally a reason for that. For instance, maybe you interrupt them in the middle of work. That would definitely make them unhappy. With software for help desks, you can not only keep track of who wants to be contacted which way, but reach out through their preferred method as well.
What your customers need will change as they continue their journey with you. Stay up to date on those needs with the tagging you can do with your help desk. Tagging lets you separate your best conversations from those that were maybe not so good. You can then make internal changes for faster, more efficient answers to customers’ queries. By tagging these, you can rely on them later when a similar question rolls in.