Self-service is a way of life now that we are in the 21st century. From checking in online before your cross-country flight to ringing up your items at the “self-checkout” aisle at the local grocery store, customers are becoming more comfortable with helping themselves.
As a result of this cultural shift, many companies are starting to adopt self-service customer support software to meet the growing demand of their customers and to decrease their overhead expenses. At Vision Helpdesk, we designed our software to make your company more successful since it is easier to focus on your core competency. Here are some reasons why you should invest in customer support software.
Benefit #1: Customer Service Software Allows You to Provide More Value to Your Customers
When your customers are confused about an issue or need help, they will feel more confident about their decision to buy your company’s products and services if you have a well thought out help forum and frequently asked questions available online. A customer support software will provide value to your customers and hopefully encourage them to make a repeat purchase in the future. You can also send instructional or explainer videos to customers and include other helpful information or documents.
Benefit #2: Customer Service Software Makes It Easier For You to Communicate With Coworkers and Customers
Nothing is more frustrating for a customer than being placed on hold for a long time to speak with a customer service representative. A self-service software system is an efficient way to communicate the answers to the most common questions you receive from others. In addition to the software making it easy for you to communicate with customers, it is also an easy way for your customer service representatives to talk with their coworkers. They can document certain issues inside the customer’s help desk ticket, which can help the next representative assist them in the future. Overall, a self-service customer support system can dramatically improve the level of communication between customers and help desk agents, along with other people on their team.
Benefit #3: Customer Service Software Can Increase Your Customer Service Agent’s Productivity
An efficient customer support software is a great strategy that can boost your customer service agent’s productivity. When customers search for the answers to their questions inside a database or forum, the customer support staff has more time to prioritize other tasks instead of repeatedly answering the same question. It will also free up the company’s phone line because there will be a lower volume of telephone calls and fewer email inquiries. Agents also won’t have to manually create a help desk ticket or log the request since the software does it automatically. This means the staff can focus on more important assignments and provide excellent service to customers who need assistance with more difficult issues.
Benefit #4: Customers Can Be Confident They Will Receive Help At Any Time, 24 Hours a Day
We live in a digital age where your customers are always on the go. A customer support software system is one way they can receive the help they need when they need it. Since your customers can receive support at any time, they are less likely to call in during the day or send emails to your company’s customer support team. When customers know that the answer to their questions is right at the tip of their fingers, they will be happier because they know they will not have to wait to receive help.
Benefit #5: Customers Can View Their Previous Help Desk Tickets When They Use Your Company’s Customer Support Software
Customers will also enjoy using your customer support software because they can view their previous help desk tickets. This will be especially helpful if they happen to call in or view the self-help forum multiple times about an issue. This additional information can also help customer support agents in the future handle their requests since they can see the old tickets associated with their account.
Benefit #6: Your Company’s Efficiency Can Improve With Customer Support Software
Another advantage of using this type of software is that it can make your company more efficient. Since your business will receive fewer inquiries, including phone calls and emails, the administrative staff can focus on other tasks instead of filing paperwork or doing other administrative tasks. An automated help desk software can streamline the work process can allow everyone – from customer service agents to the administrative staff – to save more time.
Another way the software can improve business efficiency is by giving your company the ability to make your help desk mobile. If you don’t have the extra space in your office, you can encourage your customer service representatives to work from home. Many employees are more productive and motivated when they work at their own pace at home.
Benefit #7: Customer Support Software Can Lower Your Operational Costs
Lastly, many companies are turning to customer support software because it can lower their expenses or operational costs. It can significantly decrease the number of people you need to hire the help desk, which means you don’t have to spend as much money on salaries and other personnel expenses.
Overall, a self-service software can provide a valuable service to your customers. When your customers start to use the software and help themselves, it can make your company more successful. Our software offers many solutions that can improve your bottom-line and make it easier for you and your employees to focus on your core business.