Providing outstanding customer service is no easy feat. This is especially true as a business grows and customers become more plentiful.
After all, as a customer base grows, so do the number of problems and complaints, and this means a much larger number of support tickets coming in. Often, this increase in customer needs will leave a company’s support staff unable to keep up, causing the level of service to decline rapidly.
Because keeping customers happy is a huge part of running a successful business, it is highly important that you not allow this to happen to you and your staff. Therefore, it is crucial that you recognize the signs of a struggling customer support team and address these issues by offering them the proper tools. For instance, a quality customer service software can relieve a lot of the stress your staff is feeling while also improving the level of service your company offers.
So how do you know if a customer service software is needed by your business? Here are five of the most apparent signs you might see when your business is in need of customer service software in order to keep up.
#1: Disorganized Work-spaces
If the work-spaces of your customer support staff are in complete disarray, it is likely they are having trouble keeping up with everything. Additionally, this is a good sign certain tasks and customers are slipping through the cracks.
Scribbled notes, unorganized computers, and cluttered desktops all make efficient work nearly impossible. Unfortunately, staff members who are too busy trying to keep up to clean their spaces aren’t likely to create a better filing system in order to ensure everything is being finished as quickly and as thoroughly as needed.
A customer service software can help with this by giving your staff members a digital organization system for all notes and support tickets. As an added bonus, employees will be able to share notes and other important information should they need to pass a ticket on.
#2: Overwhelmed Staff
Cluttered work-spaces are just one of the ways your staff may be telling you they are feeling overwhelmed, and an overwhelmed staff means something isn’t right. While your employees should always have something to do while on the clock, they shouldn’t feel stressed out any time they step foot in the office.
By communicating regularly and keeping tabs on the mood of your support staff office area, you will be able to judge the level of stress your support employees are experiencing. If this level is even the slightest bit high, it’s time to implement a customer service software to help them out.
A good customer service software helps realize some of the stress your staff is feeling by offering them a way to organize their work. It also removes some of the work they must do by offering customers a self-service option which can help them solve common problems on their own. Finally, a customer service software such as Vision Helpdesk will provide a sense of community among-st the staff through the use of a chat room feature.
#3: Slow Response Times
if you find your customers are waiting long stretches of time before they hear back from you, you can bet they aren’t happy about it. Slow response times make customers feel forgotten and unimportant while also giving them time to dwell on your company’s shortcomings. For this reason, it is crucial that you shorten your response times as much as possible.
Fortunately, customer service software can help with this by giving some structure to your customer service department, thereby setting them up to work more efficiently. Additionally, a help desk software with a self-help feature can help by giving customers the opportunity to help themselves rather than having to wait in line.
#4: Missed Calls and Email Messages
Missing calls and forgetting to answer messages is a huge mistake in the world of customer service. This type of neglect will lead to unhappy customers, and unhappy customers do not return. Additionally, in this day and age, it is incredibly easy for unhappy customers to spread the word about your poor service.
In order to ensure messages aren’t missed, an organization system must be put into place. Ideally, such a system would queue up support tickets in the order they’re received to create a fair and reliable way of taking care of customers. A customer service software can offer just that, along with a whole host of other features.
#5: Neglected Social Media Accounts
In this technology-driven world, it is important that every business have at least one or two social media accounts. However, simply having such accounts alone isn’t enough; they must be updated and checked up on regularly.
Many people use social media as a way to contact a company. If your company isn’t around to respond, it can reflect badly on your business, leading people to believe your customer service is not up to par.
That said, many companies have a hard time paying one or more employees to keep tabs on their social media accounts. Therefore, more and more businesses are turning to help desk software’s that can move customer questions and complaints into their support ticket queue. This is a great way to make sure these customer queries are taken care of in a timely manner.
If any of these signs have made themselves known in your customer support department, it is probably time to invest in a high-quality customer support software. Here at Vision Helpdesk, we offer the finest customer support software on the market. So what are you waiting for? Have a look around our site and sign up for your free trial today!