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As a business owner, it is not new to strive for delivering the best user experience. While the helpdesk is not a new concept, the ability to provide efficient, fast, and personalized customer support to your customers is something you can achieve with it.
It helps increase the productivity of your support agents by automating redundant tasks. However, the adoption of a new system can be daunting sometimes due to its cost, features, and the probability of whether it will be a good fit for your business or not. Here are some concrete reasons why you should invest in a helpdesk system.
In an online ticketing system, you can generate client profiles that will help you provide a personalized experience for your clients. With a cloud-based helpdesk, you can store various profiles to analyze purchase and search history. This way, your support agents will be able to divide clients based on their likes, expectations, and solutions.
Clients can be choosy while selecting a support channel to reach out to your business. It can be live chat, social media, emails, calls, etc. With the helpdesk, you will have support for all the channels. These days live chat is the most preferred channel for shoppers. With the helpdesk, you will have brand consistency between the multiple channels.
Clients like quick solutions, whether it is about purchasing the product or solving problems. When the customers receive solutions at the time and place of their convenience, gratification towards the brand increases. A helpdesk provides the clients the freedom to choose from the multiple self-service options. The software will record all the interactions with users and suggest FAQs, manuals, how-to guides, videos, and give personalized experiences to your customers.
Clients do share their feedback via action or words. But if you want to provide personalized customer support then there is no better way than asking them directly. You can ask them whether they liked the service or not and improve based on that suggestion. Real-time feedback will help find the client’s pain points. With a helpdesk, you can share a survey after the client service conversation is over. You can monitor, store, and share client feedback to become a feedback-oriented business.
With automation, you do not have to distribute tickets manually. It will be automatically allocated to the right person. Automated routing will nullify the overall work pressure on the support agents. You can also prioritize tickets based on the urgency level so that it gets resolved quickly. It will save support agents productive hours and improve the quality of service.
There are no geographic borders in the online world. You will have customers from all over the world. They might be speaking different languages. So providing support in just one language shows you do not think much of the customers who are not comfortable with the given language. With the helpdesk, you will have multi-language support so that more customers can connect to your business in the language they are comfortable with.
To make customers believe that your business puts enough effort to hear their voices. You can customize the template that goes along with your theme. It allows you to customize color, style, etc. A ticketing system will also have customizable email templates. This will help you build a brand name with minimal effort.
It is important to have a helpdesk system that aligns with your business rules. It should allow you to create automation rules as per your preference. You can send alerts when tickets become overdue, or you can create a filter system based on keywords. Mainly, the helpdesk removes the delay between receiving the request and getting it to the right person. Automating the repetitive tasks will surely reduce the time required to serve the user. Simultaneously it will also reduce potential mistakes. Workflow automation reduces support agents’ demands and provides a better customer experience.
The feature-rich ticketing tool will increase the productivity of your team as well as have a great impact on improving customer support and satisfaction. Consider leveraging a ticket management system that has all the features to support your business workflow.
About the author
Mr. Maulik Shah is the founder of DeskXpand, A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience.
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