As online technology continues to advance and consumer expectations continue to grow in the world, modern enterprises are increasingly looking towards SaaS solutions to meet the demand.
Customer service is one of the key areas they’re focusing on improving, as the complexities of multi-channel ticket management can easily overburden limited customer service departments. In an effort to help, let’s examine how SaaS help desk software simplifies customer service while adding functionality.
Cloud Centralization and Functionality
SaaS help desk solutions offer businesses all the benefits of the cloud, including the centralization of customer service efforts. This solves one of the biggest pain-points with legacy customer service systems, which is trying to manage disparate ticketing channels with limited integration capabilities.
Help desk solutions deployed in the cloud make it easy for businesses to consolidate all of their customer service channels into one dashboard interface. From this central dashboard interface, customer service agents and managers will have the visibility and tools to properly manage tickets from multiple channels.
These customer service channels may include:
Businesses can consolidate and centralize every customer touchpoint into a ticket management system with cloud capabilities. From there tickets are optimized with key details and priority status and can be resolved using a number of effective help desk solutions, such as team collaboration and task management tools.
The centralization of disparate ticket channels with cloud functionality means businesses can stay on top of ticket management 24/7. Not only will they have the automation tools to streamline ticket management during on and off-hours, they’ll also have the ability to access and manage tickets 24/7.
Automation and Self-Help Knowledge Base
The ideal scenario is for businesses to improve their customer service efforts while decreasing the resources needed to manage it. This may seem like an impossible task, yet automation tools and an optimized self-help knowledge base are helping businesses realize this ideal scenario every day.
Automation tools help streamline ticket management by filtering events according to defined workflow rules set by users. This eliminates redundancy and excessive manual inputs while optimizing ticket workflows.
Another tool businesses can optimize is the self-help knowledge base. A rich and robust knowledge base will help consumers find the answers to common question and problems themselves. This is helpful as many customers prefer to find the answers themselves, especially, when buying/paying and learning to use something new.
Essentially, modern enterprises are adopting cloud help desk solutions to do more with less; automation and knowledgebase tools are two key ways they’re accomplishing this challenging feat. These tools can be integrated and used together to:
- prevent redundant ticket submissions
- streamline ticket workflows
- reduce workloads
- enhance customer service
- bring value to new and existing customers
- optimize survey and feedback response
- improve employee satisfaction levels
Automation is also used with virtual receptionists, call routing, ticket management, and other help desk functions.
SaaS help desk solutions are giving businesses the ability to leverage automation to streamline customer service at every level; this simplifies customer service for the workforce while enhancing the resources offered with customer touchpoints.
Standard Bar for Customer Service is Being Raised
The rapidly growing global helpdesk automation market indicates the growing need for businesses to improve their customer service efforts. Essentially, modern enterprises need viable solutions to optimally organize and manage customer service efforts while seamlessly integrating with legacy systems.
Viable solutions must include the capabilities to meet rising customer expectations without adding complexities to existing workflows; and, as global e-commerce continues to grow, improving the customer experience online will become even more imperative for future growth.
Basically, the standard bar of customer service is being raised by tech giants and industry leaders, in order to gain a competitive edge with consumers. If businesses don’t raise their customer service to this new standard, they may lose potential customers and harm their brand.
Here are some ways businesses can miss the mark with customer service and lose potential customers:
- excessive response times
- excessive hold times
- confusing ticket submission process
- no knowledge base or FAQ
- no chat option
- call transfer failures
- call routing to a voicemail box
- no response from social media channels
SaaS help desk solutions are giving modern enterprises of all sizes and types the ability to resolve these common customer service failures and compete with industry leaders. Eliminating preventable customer service failures will become even more important in the future as online technology continues to raise the customer service bar.
Simplifying Customer Service While Adding Functionality
When businesses and organizations begin to grow their online presence and expand customer service touchpoints, they’ll find the complexities involved will grow and expand as well. How well they manage these complexities will determine the rate and level of their online growth. SaaS help desk solutions work to simplify customer service by centralizing multi-channel ticketing and expanding internal and external functionality. Customer service processes will be optimized and improved for the benefit of the workforce and customers.
Essentially, modern enterprises need scalable solutions to streamline growth without creating more complexity. This means any SaaS chosen needs to seamlessly integrate with existing enterprise systems while effectively resolving redundancies and workflow pain-points.
Choosing the Right Solution
It’s important for each business to assess their needs individually and choose fitting solutions that work best with their specific industry, workflows, and enterprise systems. No two businesses are exactly the same and improving customer service gives businesses a chance to differentiate themselves from the competition.
SaaS help desk solutions are increasingly being adopted by modern enterprises around the world to simplify and improve customer service efforts. Rapid advances in online technology and rising consumer expectations are expanding customer touchpoints and pressuring modern enterprises to find viable solutions for common customer service failures and complexities.
Help desk cloud software is giving businesses the capabilities needed to optimally manage and deliver customer service with the help of automation and centralization tools. By leveraging the power of the cloud and mobile computing, businesses can simplify their customer service efforts while adding functionality to workflows and value to customers. If interested in learning more please book a demo or contact Vision Helpdesk today.