How do you handle your customer service inquiries? Do you have one person dealing with all your customers' problems? Or do you have everyone helping with everything? Well there is a better way to deal with the incoming issues of your customer base.
There are many times when a customer is in need of assistance off hours. What can they do or where can they go to get the help they need once you leave the office? What if you don't have someone on staff that can be a customer service agent to handle these calls?
Traditionally, your customer would probably become impatient in their quest for an answer and this, in turn, may lead to greater frustration turning a small question or concern in to a much larger problem that will require additional effort to smooth out. So, knowing this, how can you remedy the situation? The answer is as simple as implementing a web based help desk software program.
By using web based help desk software you can eliminate easy routine calls and concerns by setting up an online system with basic company information. They can find frequently asked questions there instead of trying to get answers directly by calling the company itself.
However, the web based help desk software goes much further than a mere FAQ menu by providing more in depth answers to several specific questions within a diverse group of categories and sub categories. This excludes any further need for a customer service agent to intervene and your customer walks away happy.
However, in the unfortunate instance that further action is needed, web based help desk software is equipped to provide an email customer solution 24 hours a day, 7 days a week, 365 days per year. This email solution will generate a support ticket that gets routed to the most knowledgeable associate you have based on the subject matter at hand.
If that person is unable to address the inquiry, another staff member can use any of the already prepared messages used to answer other similar issues stored in the software. This is very helpful if you are low on staff or someone is sick or out of town.
This is tremendously helpful in that it saves your employees -- and by default, your company -- valuable time and money creating a more efficient work environment.
There are many times when a customer is in need of assistance off hours. What can they do or where can they go to get the help they need once you leave the office? What if you don't have someone on staff that can be a customer service agent to handle these calls?
Traditionally, your customer would probably become impatient in their quest for an answer and this, in turn, may lead to greater frustration turning a small question or concern in to a much larger problem that will require additional effort to smooth out. So, knowing this, how can you remedy the situation? The answer is as simple as implementing a web based help desk software program.
By using web based help desk software you can eliminate easy routine calls and concerns by setting up an online system with basic company information. They can find frequently asked questions there instead of trying to get answers directly by calling the company itself.
However, the web based help desk software goes much further than a mere FAQ menu by providing more in depth answers to several specific questions within a diverse group of categories and sub categories. This excludes any further need for a customer service agent to intervene and your customer walks away happy.
However, in the unfortunate instance that further action is needed, web based help desk software is equipped to provide an email customer solution 24 hours a day, 7 days a week, 365 days per year. This email solution will generate a support ticket that gets routed to the most knowledgeable associate you have based on the subject matter at hand.
If that person is unable to address the inquiry, another staff member can use any of the already prepared messages used to answer other similar issues stored in the software. This is very helpful if you are low on staff or someone is sick or out of town.
This is tremendously helpful in that it saves your employees -- and by default, your company -- valuable time and money creating a more efficient work environment.
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