With the fast pace of our modern business world, companies scramble to keep up with the changes in technology. With millennials making up approximately twenty-five percent of the population and possessing around “$200 billion in annual buying power,” it’s no wonder businesses are in a fierce competition for this coveted group of consumers. The fact is, however, that millennials are a “connected” generation, meaning they are very tech-savvy, used to speedy information, and require excellent customer service. It is becoming too easy for customers to go to the next business if customer service is not exceptional. So, how can you ensure your company connects with customers in a positive way? Securing a help desk software will optimize business and enhance the customer experience. Let’s look at four ways our help desk software benefits your business.
The help desk software automates processes done by hand, thereby creating a more efficient work environment for the business owner and senior-level executives. Customers contact businesses through one of several different channels: email, telephone, chat line, Facebook, or Twitter. The customer may be connecting with the business to request information, report a problem with a product, ask a question about policy, or discuss a service you provide. The help desk software helps you efficiently manage these incoming requests by creating tickets. The help desk software pulls together all the emails from your customers and places them in an accessible place, thus streamlining the callback process for the help desk executive. Furthermore, the software bundles the tickets into categories. For example, all sales emails are placed together for a help desk sales executive to handle, all customer support tickets are grouped together for a help desk customer support executive to handle, and so on. This grouping and organizing of communication facilitates a smoother operation for customer service.
Once your tickets are all sorted, categorized, then distributed, they must be prioritized. Obviously, an email requesting your return policy will not have the same priority level as one in which a customer has a problem with a product or service. A help desk software aids in the prioritization of tickets. Additionally, the software provides a solution if a situation escalates and requires a different department to manage the ticket. By using the software platform you can set pre-defined rules within the system, which guides what happens to the ticket(s) along the way. So, for example, you can set a rule stating that any case (ticket) is sent to upper management if it is not closed out within a specified time. This helps employees to work within the time-frame needed and alerts the proper individuals if the case cannot be resolved in a timely manner. Companies also may set up Service-Level Agreements (SLA), which provide written statements of the level of service they will provide for regular clients. The SLA can include information such as the number of minutes before the client can expect a response and so on. By automating the SLA to make certain types of requests high priority, as well as set a time for response and resolution, you streamline your work and boost customer support.
Promotes superb customer service
As technology advances, people require quicker solutions when they contact a company. Without a help desk software, the barrage of communication is overwhelming. The emails alone would be too much to handle effectively. It is highly likely that an email or two would slip through unnoticed or go overlooked for too long. Imagine explaining to the customer who has been waiting for three days why you have not responded to his or her complaint or question about a product. However, with a help desk software and the efficient management of tickets alone you are better positioned to provide superb customer service. People expect a quick response and quick service; they want things fast and now. It is simply the attitude of our culture in the 21st century. It is smart business to be on the forefront of responding right away.
Encourages employee engagement
Our help desk software has features that stimulate workers and get them excited about their tasks. Gamification is a novel method to encourage your employees to produce excellent work. Employees enjoy earning points, competing with their peers in a friendly atmosphere, and leveling up to higher ranks. All of this occurs under the umbrella of fun, yet your employees work to earn points, so the company sees an overall boost in production. Another component of the software is the addition of a private social hub for the employees to use. Employees can communicate with one another on the hub, as well as discuss work issues or provide updates concerning tickets. This promotes collaboration, communication, and strengthens relationships among employees. By fostering a positive work environment, you increase productivity and employee retention.
Companies that use a help desk software to support their business will promote efficiency, highlight prioritization, provide excellent customer support, and engage employees through creative methods. Additionally, providing superb customer support may be more important now than ever. In a report on Millennials and their buying behavior, it was noted how loyal they are to brands once they determine a brand to be worthy of their business. They also are more influenced by a company’s genuineness as opposed to its advertising. Companies who are quick to follow up with customers, provide multiple avenues to contact them, and systematically prioritize requests have a winning combination that clients love.