Customer support does not only involve handling customer issues and aiding them through the purchase process. In fact, core customer support lies in the after sales services and support that a customer needs. It involves making yourself conveniently available for customers to reach out to you if need be. It helps them feel you have not forgotten about them and are available to provide any form of assistance. This is true for both B2B and B2C businesses and is no different for companies providing mobile app/web based solutions doing products or services.
Of course the intention is to keep the customer happy and loyal throughout pre-sales and post delivery of services/products. So, a solution that covers the complete customer cycle need to be in place. A specialized Support Desk Software capable of handling customer complaints and queries in a more efficient and effective manner.
A satisfied customer is a happy customer and this makes the number 1 reason to have a Help Desk Solution in place. A good help desk solution allows a business to quickly respond to customer queries, forward complaints to the right department/agent and also allows a record/history of each individual customer to be maintained so the agent does not have to waste time questioning the customer each time he or she calls with a query. The result? Issues are resolved in the shortest possible time! This in turn means your customers are happy and are more likely to make repeat purchases/do more business with you! Ka-Ching!!!
Support Team Efficiency
A help desk ensures that support agents’ work is not duplicated. Tickets issued can easily be assigned to specific agents for them to resolve. Hence, no time is wasted and the right person can work on resolving an issue right away! Moreover, tickets can be prioritized in a way that more urgent issues are addressed first.
A help desk software empowers your employees to unleash their full potential, to collaborate, to create and share information which not only leads to better customer support but also satisfied employees!
You are able to track and measure the time each agent takes to resolve an issue and also identify issues which are tough to resolve. The top performers are easy to be identified and close attention can be paid to those who might require further training. Measuring productivity also helps establish realistic due dates for tickets to be resolved and informs customers about when to expect their queries to be resolved.
A help desk promotes self-service in the sense that agents can create FAQs in real-time for recurring issues and customers can actively access those FAQs and get immediate assistance instead of always having to reach out to the support team. This means time is saved on both ends!
Having a good help desk and resolving customer issues promptly results in customers having an overall good experience with your company, making it more likely for them to become long-term paying clients in the future. Also, when the time comes, these happy customers will give you better ratings and will also recommend you to others in their circle. What this means for your business? More customers!
So why wait when you can get all of this done in just a few easy steps? Opt for a Help Desk that best suits the needs of your business and do it today!