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Helpdesk Software For Small Businesses

 

Business Need Helpdesk Software, Especially Small Businesses and Enterprises

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.

Make More Improvements Based on Analytics Data

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.

Boost the Loyalty of 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.

Increase the Rate of Accurate, Helpful Responses

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.

Fewer Employees Doing the Same Tasks

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.

Respond Via the Customer’s Preferred Means

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.

Understand Your Customers’ Needs

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.

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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