Combine all your support channels in one place
Even if you do not currently support multiple channels such
as video, email, or phone, you can help bring all of your support channels
together in one place by having a help desk. There is nothing more annoying for
a customer than to start in one place (like chat or phone) and jump from one
channel to another to try and get an answer. Having a helpline application that
allows you to easily transfer a customer from one channel to another will be a
blessing for both you and them.
Get an insight into how your supporters are doing
If you're just using a personal mailbox to handle customer
inquiries, you probably have no idea what your customer service representatives
are saying if what they say is correct or how many people are handling it in
one day. This information is important because it helps you set guidelines for
future work, but also helps your agents monitor an individual's own growth.
Auxiliary service systems would help with that with robust analytics and
customizable reporting.
Learn about what your customers care about through labeling
and analytics
While you can gain insight into what customers care about
through one-on-one conversations, the meaning and analysis that the help desks
offer allows you to paint a clearer and more comprehensive view of their needs
and preferences. This is the best way to learn about things you could change in
your product, add to your documents or change your processes slightly to get an
even better ticket and happiness rating.
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