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Building life-long customer relationship require proper communication and coordination with them when they face any issue. Customers are loyal to brands that provide a solution in the very first attempt. Help desk solution software enables you to provide that level of service to your customers by streamlining and simplifying the whole resolution process for your employees..
Here is a complete guide about how help desk software can help you transform your customer service experience.
Helpdesk software serves as a single point of contact for customers and agents that have queries or difficulties. By handling tickets from different channels to resolution, the software enables businesses to manage customer problems and complaints. It also provides agents with a wide range of assistance and tools that encourage teamwork and quick query resolution.
Its primary functions are to assist support teams in methodically managing support requests, providing Self-service, tracking and reporting performance, and much more.
Help desk software centralizes multiple communication channels, allowing your help desk personnel to provide better and faster resolution to your consumers. A cloud-based help desk software also provides real-time information about the communications you get from consumers and the performance of your staff.
Let us see how a help desk software works and understand the ways in which it can help us streamline your customer service tasks-
Creating a wonderful experience is the key to every successful business. The help desk solution aims to systemize your customer support by automating and bringing multiple tools into a unified platform to deliver exceptional customer service. It is built for businesses of all kinds and sizes.
Help desk solutions can help a small business to deliver an excellent service to a large customer base with minimal human resources.
With limited resources, it may be difficult to monitor complaints from different channels simultaneously. The omnichannel dashboard can help your agents monitor and resolve tickets coming from different sources. It brings tickets generated from different channels to a unified dashboard making it easy to resolve in one go.
Customers may simply resolve general inquiry tickets on their own. A self-service portal guarantees that the clients themselves resolve the majority of frequent issues. FAQs, articles, presentations, tutorial videos, and other materials with solutions to frequent problems can be submitted to self-service portals. This saves time for your representatives, allowing them to focus on more critical and severe matters.
Using help desk software, automate day-to-day chores so your team may spend more time pushing more client requests to completion. Set up automatic assignment rules to route tickets to the appropriate agents, create Service Level Agreements to escalate issues, create notification rules to keep agents and customers up to date on the status of their issues, and write macros to perform routine tasks on any ticket you apply them to.
Identify obstructions and streamline the management processes of your customer support team with ease.
Repetitive tasks can consume the productive hours of your agents. Reduce human errors and get more things done with automated workflows. AI bot can help in reducing the long wait queue and give them solutions to most of the queries. The rapid self-serve portal empowers the customer with 24/7 customer support.
Reporting and analytics
Evaluate the success of the customer support teams with the help of quantitative operational measures such as First Contact Resolution (FCR) and average time to resolution. Tracking customer experience (CX) through measuring customer happiness and customer effort scores also gives a clear view of how your customer service is. Customer service reports help you with correct information and can help your company create stronger customer interactions, resulting in increased customer retention, improved acquisition rates, and decreased churn.
Knowledge Management System
Keep all the data required to resolve the customer issues in one central place easily accessible to all. Agents can easily go through content material like articles, FAQs, presentations, videos, etc. which leads to faster query resolution. In addition to that, an AI-powered bot can also be integrated with the Knowledge base to deliver contextual and intelligent resolutions.
Help desk solutions can be classified in numerous ways but let us classify them by their software type-
Cloud-based help desk - Often known as a web help desk, a cloud-based help desk is proprietary software that is hosted via a vendor's website or application. To use the tool, you must first join the website or application and pay a monthly or annual charge.
Self-hosted help desk - Self-hosted help desks are placed on your own servers. It might be something you create or something you purchase from another firm. It is proprietary software, just like cloud-based.
Open-source help desk - Open-source help desk software gives developers direct access to a program's source code, allowing them to tweak the software in any manner they see suitable. This software is often non-proprietary, which means it does not have a single proprietor.
Help desks enable business to standardize good customer care for any issue, increasing efficiency and saving time. It can also categorize and streamline issues based on their relevance.
It is used to create, manage, keep track and resolve tickets raised by your customers. It allows for efficient communication between a consumer and a service professional. It will enable your company to update and fix any problems addressed by your customers. It also helps in streamlining multiple tasks, giving them enough time to focus more on priority queries
A helpdesk solution that focuses more on improving the CX adds more value to your business
Quality customer interaction
Help desk software ensures that the ticket is assigned to the right agent at once. For example, an agent with expertise in handling refund queries will automatically get the queries related to refunds. The system automatically detects the query type with the help of keywords used by customers. The customers get resolutions in the first interaction itself leading to a delightful customer experience.
In rare situations, agents may exchange significant back-and-forth with the customer due to lack of knowledge about certain issues. Customer care agents can speak with one another directly from their dashboard thanks to a help desk system's internal collaboration features. They can also tag members of other departments and ask for their advice.
Improved agent performance
Another significant advantage of the help desk application is that it provides a clear image of your agent's performance. The ideal help desk software can provide you with all of the information you require. It enables you to compare and evaluate the effectiveness of ticket resolution, responses, priorities, and other areas.
Automation to increase efficiency
Through automation, you can streamline operations and prevent human error. Canned responses, which are automated templates for email or chat responses, can be created. As a result, if clients discuss similar issues, there is no need to recreate the wheel. Agents may quickly respond to consumers by customizing responses based on the query.
Data security is the number one concern for every business. When you implement a cloud-based help desk solution your data is safe and secured from any kind of data breach that may occur due to unavoidable circumstances. GDPR and HIPAA-compliant help desk software ensures that your data cannot be misused and guarantees customer data protection.
Help desk software helps all the industry verticals in handling and resolving customer complaints in a better and an efficient way.
Significant improvement in KPIs
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