When a business begins selling or providing a service their customer service management is done primarily through an email account. After all when you still have a limited number of customers initially you wont have many support inquiries. Many companies can get by with just a ‘support@’ email address that can be checked and responded by a selected person.
As the business grows it may take several employees to monitor a mailbox like this and this is where problems seem to arise. It can take longer to respond to customer queries as the number of customers increase and in some cases they may receive multiple answers leaving them confused or at worst not getting a reply at all from one employee expecting the other to respond.
Requests can be categorised into folders but this still doesn’t allow emails to be assigned to an agent that would be best suited to provide support on such queries. Folders also lack the ability to report on or give priority to certain problems. These all impact the companies monitoring of how effective they are with regarding their support processes and things begin to break down.
Companies don’t realise the benefits of having help desk software until it is too late and disaster has struck. Implementing a help desk software early in the life cycle of your company can have huge benefits further down the line.
Below are a few things you should look for when choosing a help desk software:
One of the key differences between managing customer support through an email address and a help desk solution is the ease at which reporting data can be produced. You can see how each one of your agents are performing and get information on the satisfaction of each customer after they have received support. It can help keep track of what each individual customer likes and improve their experience with other departments within your company.
A good Customer service solution will allow you to consolidate all your support content in one powerful base. It is best to have a knowledge base that can be easily updated by any agent at any point of access which will be available by everyone.
Connecting apps that help run your business sounds like something that only big business could aspire to do but that isn’t the case. With today’s cloud computing solutions it is easier for companies of all shapes and sizes. It can be easy to integrate a customer service system with a CRM system. When you share critical information around your business, everyone wins.
Don’t wait for your email support process to break down. Look into solutions that are cost-effective, easy to implement and can help improve your day to day running as well as help grow your business long term.