With businesses becoming more and more digital, customer interactions with brands are increasing. These conversations only increase after you make a sale. You need to be available to the customers at every step of the way. Right from when the customer visits your website when they need assistance, and even after years of making a purchase, your brand has to be available. You can’t maintain customers if you don’t know how to take care of them. If you’re going through this same trouble, help desk software can help you out.
But before you buy a subscription to help desk software, you need to know the top benefits of using help desk software and a ticketing system. A great help desk software can help your agents communicate with each other and help with complex tickets, and automate almost 80% of your customer service tasks.
For businesses and managers to improve their day-to-day process, and customer handling, you have to make sure that your agents know what they’re doing. A good help desk software can help you measure agent success, track metrics, and identify customer experiences.
What is a Help Desk Software?
Help desk software is a popular customer service tool that’s designed to convert customer support issues and requests into tickets. Help desk agents can track the progress of tickets raised by customers, prioritize tasks, and respond to them online.
What’s even more important is that some of this help desk software often has incredible automation features to help you streamline workflows. These help desk software use chatbots to improve customer interactions, and answer queries related to pricing, returns, product handling, and more.
Benefits of Using a Help Desk Software
A help desk software can offer seemingly endless benefits. But here are some of the best benefits of help desk software to help you make an educated decision.
1. Avoid Duplication
While managing customer requests and issuing emails, sometimes a customer receives a response from multiple members of your team. Not only can these mistakes make your brand look unorganized, but they can also raise questions about your team’s reliability.
If you don’t have a centralized solution in place, your organization can easily lose track of customer messages and their responses. But with the right type of help desk or ticketing system, you can eliminate these mistakes.
2. Assign Tickets to The Right Members of Your Team
Help desk software allows you to maximize efficiency by assigning tickets to the right members of your team. For instance, a technical support ticket can be assigned to an agent that has technical experience.
Having accountability is an important task. Greater accountability in your customer service team makes sure that no customer is left unanswered. Your agents know exactly what they need to do and care more about their quality of work.
3. Keep Agents and Customers Updated
Your customer service representatives need to be updated on changes regularly. Plus, customers can also bombard your support team with endless calls or emails if they don’t get answers to their questions.
A good help desk can help in providing essential notifications. Notifications or alerts are automated messages that are sent to customers and agents whenever a specific condition is met. Some agents can get a new ticket notification when a new customer raises a ticket.
4. Resolve Tickets Faster With Internal Collaboration
To solve a customer’s query as soon as possible, internal collaborations are important. With the internal collaboration features of help desk software, customer reps can communicate with each other right from their dashboard. Customer reps can even tag their seniors to seek their expertise.
Additionally, you can assign tickets to other departments if there’s a specific request by the customers. For instance, if a customer wants to know about upcoming product updates, the ticket can be assigned to a particular team for better information.
5. Reduce Tickets with Knowledge Base
A lot of problems can happen when a customer rep doesn’t know the answers to a customer’s question. For instance, if customers need to know about the return terms and conditions, they can simply visit the knowledge base to get answers to all their questions.
The best part about that is that you can make your knowledge base as informative as possible. This is one of the top benefits of help desk software. Your knowledge base can contain how-to articles, video tutorials, case studies, FAQs, and more. You can even allow your customer rep agents to edit, publish, and share the knowledge base content.
6. Automate Manual Tasks
The manual process often takes time and is full of errors. Not just that, it can reduce your customer rep’s efficiency. One of the biggest benefits of using help desk software is the level of automation it offers. You can reduce repetitive manual tasks and streamline workflows while also avoiding common mistakes.
Users can create automated responses, they’re like saved responses for common customer problems. You can reduce manual processes and eliminate mistakes with saved email or chat responses. Many ticketing systems also offer customizable chatbots and AI chatbots that are good enough to learn customer requests and respond accordingly.
7. Share Surveys with Customers & Employees
The best way to know what customers know about your customer service is to send surveys. In fact, with regular surveys, you can get valuable customer suggestions and it also makes customers understand that their opinions are valued by the business.
By using the best help desk software, you can create surveys and share the data with your audience. It’s easy to share Customer Satisfaction Surveys, Net Promoter Score, Customer Effort Score, and more with customers to improve experiences. Sharing regular surveys with employees is a great way to understand how customers feel about their ticket solving experience.