ustomer support services define your success in business to a large extent. Customers reach out to you with their issues, queries, feedback and suggestions. They expect prompt response and resolution to their issues or queries. This objective is easy to achieve when you have a small group of users to take care of. However, this becomes complicated when your audience base is expanding. Besides, you are also compromising on your support quality, if you are unable to manually respond to each and every customer query promptly. So what is the solution?
It’s simple. Invest in a help desk to resolve your customer support issues efficiently. Help desk, as the name suggests, refers to any application or tool that enables you to resolve problems. Your customers want to know how to use the system effectively. Or, they are facing issues logging into their system. In either circumstance, they will reach out to you for help. And, they need this help instantly. The help desk is the initial point of contact with your customers. All messages or interactions via any of the supported channels are converted into a ticket by the help desk.
You may be wondering why do I need a help desk? Is there any point in investing in a good help desk solution? Well, the truth is – help desks play a crucial role in promoting your customer support objectives. Here are the top 10 reasons why you should invest in a help desk application.
10 reasons to use a help desk
Seamless integration across multiple channels
- Customers have access to multiple communication channels. Facebook, SMS, Email, Live Chat, or Whatsapp are some of the commonly used channels today. Help desks enable you to achieve seamless integration across multiple channels of communication. Customer interaction from any of the channel is re-directed to the service desk inbox as tickets.
Improve agent performance
- Customer issues and interactions are stored as tickets in a centralized inbox. This makes it easier for the agents to work on and resolve the tickets promptly. Your agents have access to a structured ticket management system. Consequently, this raises the efficiency of your customer support team.
Empower your agents
- Provide your agents with access to well-documented resources available in the knowledge base. The knowledge base section in your help desk contains all the articles and information related to the system and its operations. Your agents can instantly resolve customer queries using these resources. Hence, you can reduce resolution times and empower your agents.
Automate routine tasks
- Some help desk tools enable you to configure task automation. You can automate routine tasks to ensure prompt response and action on tickets. For instance, configure the automation to send instant notifications to customers on ticket updates. So, whenever there is an update on the ticket, the customer will receive a notification from the help desk team.
Simplify customer support service
- Customer support can be a complicated affair. This is especially true when you have hundreds of customer support requests flowing in every day. You can simplify the entire process using help desks. Help desks enable you to create structured workflows. For instance, tickets, once raised, will be routed to relevant teams for prompt action. Specify conditions that must be met to determine which tickets will be escalated to senior support teams. Such features simplify the entire support service operations.
Improve your support workflow
- Help desks allow you to create workflows as per your existing business requirements. Use dynamic tools and features to manage your workflows easily. So, you can create efficient and streamlined workflows for effective support outcomes.
Define task priorities
- A good help desk tool will enable you to set up task priorities for your agents. For instance, you can configure the system to assign critical tickets to relevant teams. This ensures the critical and urgent tickets are responded to without any delay.
Increase customer satisfaction
- Customer satisfaction is an important indicator of business performance. Hence, one of the key goals of customer service is to improve satisfaction levels. Customer satisfaction increases when they receive prompt responses to their queries and issues are resolved within agreed timelines. Service desks enable you to adopt a structured approach to customer service.
Maintain customer service details
- Help desks maintain all past interactions with the customers for easy reference. You have access to all service details in your panel. This makes it easier for you to service your customers.
Engage your customers with your brand
- You can add value to your customer experience whenever they come in contact with your brand. Help desks provide an effective platform to engage your customers positively. For instance, customers seek instant collaboration for resolving issues.
ngDesk – the perfect help desk solution for you
Customer support service becomes a cakewalk when you use a dynamic tool like ngDesk. ngDesk is a completely free cloud based customer service software. Additionally, the tool supports multiple features to make it easier for you to manage marketing, sales, and support activities. All from one platform!!!
So, deploy this tool to avail multiple features, customization options, and a whole lot more to make sure your customers are satisfied with your business. Sign up for ngdesk today!!