It all started with the telephone and face-to-face communication to sending emails to having the chat option on websites and then finally apps: the evolution of customer experience has changed and grown throughout the years.
However, that doesn’t mean companies have given up on the traditional methods. For instance, if you look at one of the biggest telecom enterprises in the US i.e. Xfinity, their 24/7 Xfinity customer service includes phone calls, live chat, social media, etc. for customers to communicate with.
Companies are still using traditional methods of improving customer relationships. They just found better ones to improve customer experience. We’ll discuss one of them in this article i.e. using helpdesk software.
Helpdesk Software for Customer Experience
Implementing the helpdesk system at your workplace will organize your clients, queries and allow for clearer communications between all concerned parties. And we will discuss everything below;
Enhanced Omnichannel Experience
Your customers have their own preferred channels. That is why you have designed multiple communication channels such as live chat, email communication, social media, knowledge base, etc.
While this is convenient for customers, it can get overwhelming for your customer support staff. They need a way to organize communication coming in from multiple channels. A helpdesk system is a solution for this. With the help of such software, your support agents can collect support requests from all channels and respond to them in an organized manner.
Reduced Response Time
No customers enjoy waiting around to hear back from brands. If your overall response time is too long, your customers will get frustrated and simply leave your brand.
This is why your support team must be quick and agile when it comes to dealing with customers.
Having a helpdesk system will significantly impact the response time. You can set tickets to the queries and assign priority to high-stake issues. Also, the helpdesk tool brings all essential data to one place so that information that your support needs are readily available for them to deliver fast responses.
Make Your Support Feel Empowered
When you are looking to optimize your customers’ experiences, you need to look towards your support team. Because they are the ones who are at forefront of having to deal with your customers.
You need to ask yourself: are your support agents well-trained? Do they feel equipped enough to deal with customers’ requests? Is there any difficulty that could affect their performance?
Using the helpdesk software can significantly improve your support team’s productivity and satisfaction. It allows them to plan and streamline their tasks efficiently so that they can deliver satisfactory experiences to your customers.
Better Internal Collaboration in Teams
If your team is connected and well-synchronized enough to deal with customers while using the helpdesk software, then it works out really well for your brand.
Internal collaboration between teams and departments needs to go as seamless as possible to prevent any inconsistency or delays. You’ll be able to produce better results in customer experiences if your support teams work together to deal with each customer’s queries.
Using the helpdesk software allows your team to access shared inboxes, where all track record of previous interactions with any customer is stored in a single place.
Self-Service for Customers
According to Statista, 88% of the customers in the US expect brands to offer self-service systems. And having helpdesk software can do the same for your brand.
The ticket volume of customers’ requests i.e. the number of their requests, gets reduced because they are dealt with promptly. Your customers can get their issues resolved at their own convenience. Enabling self-service can lessen operational costs and free up your support agents to deal with other demanding tasks at hand.
A helpdesk platform also offers a built-in knowledge base that includes tooltips, guides, tutorials, etc. so that your customers can find solutions to their problems without having to contact your support agent.
Now that we have already established how using helpdesk software for customer support can significantly improve customer experiences, your next task is to find the one that is right for your business. An easy way to do that is by looking at its features and how it suits your customer support team to be able to deliver exceptional customer support. The most effective helpdesk software with an improved customer experience can bring about exponential business growth for your brand!