For someone running an online business, being able to quickly and efficiently help customers can be just as important as what is being sold. If patrons do not receive an immediate response from a question, or are shuffled from person to person, they likely will find somewhere else to spend their money. Providing better customer service online can be vastly improved through the addition of helpdesk software.
What helpdesk does
Helpdesk software aids online companies in developing better customer relations by providing support for patrons when they encounter problems or have questions. The programs are often highly adaptable so they can be applied to any businesses’ particular situation. Some common features of helpdesk software include:
*Creates a large database to allow employees to easily access needed information, which cuts down on the amount of time searching for an answer to help customers
*Generates automated responses to e-mail inquiries, letting customers know their question or order has been received
*Provides avenues for team members to communicate about ongoing issues
*Provides a way to measure the effectiveness of responses to customer contacts
How helpdesk can improve business
There are a number of things that can go wrong when a customer calls or e-mails an online business. Calls can often be a long, drawn out process that tends to frustrate patrons, especially if they have to be passed from one employee to another while the right information is found. E-mail requests may never reach the business if they are seen as spam. If it is received, employees may fail to respond in an adequate amount of time. Helpdesk software can improve customer service in a variety of ways.
*A central data base is created from which all employees who deal with customers have access, decreasing the amount of time needed to search for information to help clients
*The data base can be searched using keywords or phrases
*Customers can also access the data base in order to search for answers on their own
*E-mails are routed through the helpdesk first, eliminating the chance of being marked as spam
*Automatic e-mail responses can be generated to let customers know their inquiry has been received and has been put into the system
*Customer service personnel have access to all current and past support tickets generated
*Provides performance ratings for customer service personnel
*Support tickets can be generated automatically from e-mail
Customers expect online businesses to be more tech savvy than traditional brick and mortar shops. Investing in helpdesk software to improve customer relations may be expensive in the short-term, but it can be a small price to pay to keep clients happy and coming back for more business. The programs are highly adaptable to meet any company’s needs and can improve the efficiency of customer support agents.
Sarah Peterson writes for a website that offers free helpdesk software advice to business owners, as well as reviews of the different products currently available.
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