In todays competitive business environment it has become essential for companies to offer top rate customer support and resolve issues and queries promptly and satisfactorily. Help desk software solutions enable you to provide fast response times to quickly rectify customer problems. Happy customers are sure to provide repeat business and also recommend your product or service to their contacts and friends. You can utilize a quality help desk platform to enhance customer satisfaction rates and provide positive results to your customers and company alike. Help desk platforms are therefore being widely used and the worldwide help desk automation market is predicted to grow at a compound annual rate of 49.3% during the years 2014 to 2019. In this article, we provide good reasons why you should invest in a good help desk product.
Anywhere, Anytime Access
Web?based help desk programs enable you to access tickets and support requests from anywhere, on any device. This helps you to provide a quick response to emergency queries from valuable clients. Anytime support ability can thus improve your capacity to manage customer issues proficiently. You can improve your response times and also ensure no ticket is missed.
Utilize Mobile Apps
Top help desk software vendors offer native mobile apps for popular platforms such as Windows Mobile, Android, and iOS. This means you can provide a response to important tickets and evaluate your agents even from the field. Mobile apps enable you to easily manage remote employees who may work at different times. You can easily access the help desk platform using your mobile device to fix problems quickly and ensure your customer support operations run smoothly.
Employ Remote Support Agents
The remote revolution is changing the global business world. Now, you can hire remote workers who may be based anywhere in the world. They can access your help desk system from their home and provide responses to customer tickets easily. This gives your company greater flexibility and a worldwide talent pool to select from. The remote support agents will also appreciate the convenience and flexibility of working from home.
Another advantage of online help desk products is they provide you in?depth and insightful reports and stats on a range of metrics. For instance, you can generate detailed employee work reports to understand the productivity of every agent, client reports to learn which clients send the most tickets, customer feedback reports that enable the customer to give a rating to your service, and time tracking reports that tell you how each agent is spending their time. You can use these reports to improve the productivity of your help desk agents and enhance the quality of your support operations.
Reward Good Performers
Employees need motivation and recognition to give their best. Therefore, you can give them suitable rewards for their good performance. Help desk software provides stats to help you identify your top?performing agents. You can encourage them to continue to do the good job by providing monetary incentives, promotions, and other rewards.
Quicker Response Times
An online help desk solution helps you to provide faster responses to support requests and queries. Top help desk platforms have an in-built workflow that enables your agents to easily escalate tickets, offer quicker responses to common queries, and ensure each ticket is directed to the right person quickly. Quicker response times can earn the appreciation and continued patronage of your customers.
Live Chat Feature
Top help desk programs offer a live chat tool that enables you to engage your consumers in real time. You can start a chat window with visitors on your website and provide quick help when they ask for it. This positive engagement tells your customers you care for their needs and can help to minimize abandoned carts. Your customer support becomes proactive as you can solve problems as they come up which tells your customers they are valued and appreciated.
Support on Social Media
Help desk solutions enable you to provide support on social networks. You can thus reach out to more customers and improve your brand and company recognition on the internet. For instance, you can engage customers on popular social platforms such as Facebook, Twitter, Instagram, and Snapchat. Manage consumer interactions on these sites and coordinate the information and responses you provide. Your customers will get the opportunity to connect more closely with your company and even become your brand ambassadors. Social media sites also become online user communities and they provide consumers a searchable database of queries.
A web-based support solution provides company management deep insight on the performance of their support team and operations. Unidentified workflow bottlenecks can slow down activities and impact performance. The software provides reporting and insights that enable managers to pinpoint these obstacles and make the necessary changes to enhance the support quality.
There are numerous help desk and support solutions available and all are not equal in the features and tools they offer. You can read the in-depth articles published on a website for software company to select a suitable help desk platform for your support needs. Keep track of the latest customer service trends to make effective use of the software product you select. Feel free to contribute your opinions on this article and customer support in general in the space below.
Author : Alex Hillsberg
Chief editor of review team at FinancesOnline Alex Hillsberg is an expert in the area of B2B and SaaS related products. He has worked for several B2B startups in the past and gathered a lot of first hand knowledge about the industry during that time.