Considering the huge amount of time and money that goes is creating unique products, it’s becoming extremely difficult for businesses to carve a niche for themselves. The object which would fetch the customers’ attention and make them stay with you a bit longer, thus, needs to be different than a mere product. A good customer experience is moving closer to become that object. In coming days, it will become more important than price and product. In fact, Gartner has already found that 89% of businesses compete through the level of customer experience. That’s precisely where help-desk support – with its ability to track, prioritize, and solve customer support tickets – can lay its helping hand to businesses, regardless of their domain, size, competency and target audience. Before dwelling into its benefits to businesses, you must have a clear understanding of the help-desk support term.
What Is A Help Desk Software?
Though it goes by many names, by definition, a help desk software empowers companies to resolve customer issues efficiently by simply automating complaint resolution process with ticket management. Looking at it externally, one may feel that there is a slight overlap among functionalities of help desk management systems and IT service management systems. But, the help desk is principally focused on managing customer concerns, while IT service management furnishes to the needs of the internal functioning as well.
Considering that help-desk support is essentially a problem-solving approach, it is beneficial to all the building blocks that form the relationship between businesses and customers.
A) Better Customer Satisfaction:
1- Quicker Ticket Resolve:
Customers are concerned about their concerns only. Establishing help desk solutions to resolve tickets faster, therefore, is a way to realize much-needed customer satisfaction. Moreover, as agents can have access to FAQs, they can answer customer queries faster to further up the ante of satisfaction.
2- Improved Communication:
Ideally, customers want to have a real-time knowledge of their issues. With a communicative and interactive help desk software, it becomes easier to keep them in a loop throughout the life cycle of the ticket and not just when it is resolved. Similarly, an omnichannel ticket management system allows customers to connect with a support team through the channel of their preference. This gives them the freedom to raise a complaint from any medium – voice, email, social media, etc.
B) Enhancement in Agent’s Efficiency:
1- Automating Ticket Creation:
More than often, agents’ time is eaten up by the ticket creation tasks. Through steady and strategic automation, help desk software can enable agents to create an automatic ticket every time the customer raises the same issue. Instead of devoting time and energy to create tickets, agents can single-mindedly focus on actual problems.
2- Clear View of Every Customer:
Greater the number of customers that agent handles, greater will be the number of issues at his hand. He will easily lose out on efficiency if he struggles to get required and relevant customer information. Since help desk support systems come with unified desktops, agents can have a single view of customer details including personal information, interaction history, a status of the issues raised, etc. It will also allows him to create a knowledge base, which he can use as a reference book to answer customer queries.
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C) Tighter Administrative Controls:
1- Superior Monitoring:
With dashboards and detailed reports, help desk support brings real-time information at the fingertips of supervisors. Its positive impact can be seen on informed decisions about resource allocation and communication with customers.
2- Ticket Prioritization:
A good help desk support allows you to set tickets in proper priorities. This is much needed in cases when the customer in question is a high-profit generator for you; or, when the redressal process and follow up is not up to the mark.
3- Service Level Agreements (SLAs):
Ensuring no breach of SLAs is one of the most important KPIs of supervisors. With help desk management software at disposal, supervisors are able to set the SLAs along with an ability to prioritize them based on the situation.