Why is a Customer Support Service desk important for a support team?
There are so many ways for customers to contact the business world such as Email, Social Media, Telephone, etc many companies wonder what the need would be to add an additional tool and potentially raise complications.
When using a tool such as, email to manage support issues then things can easily run into complications that require a lot more procedural preparation for than should necessary be required.
• How do you handle issues currently in a user’s inbox when they are out of the office?
• How do you expand to allow multiple users to answer support requests without changing the customers' contact method?
• How do you prevent emails being caught in spam?
• What happens if a critical issue comes in on a busy day and is not easily noticeable instantly?
• How do you measure Support Requests and the team’s ability to handle these?
• How do you prevent a customer emailing a specific person rather than support email address?
This is where a customer support tool can handle these. As all of the Support Requests are in 1 unified place that can then be viewed, updated and dealt with within a single tool. You can also interlink these with existing tools to improve an existing process. For example, a Software Company may link the helpdesk to their Bug tracking system so that if it is a reproducible issue then the Support agent can create a bug to be fixed within a couple of clicks rather than having to open a new program, logging in, etc.
When you can safely review the number of issues that arrive, how many are resolved, how long these take to resolve, how many are reopened and whether the backlog is parallel to the resolve or increasing helps you plan the support team process and staffing. With these available, you can then know when busy periods are, how the average agent performs and how much benefit new hires can bring, how long support agents take until they are supporting customers in the optimum capacity, what the common trends are, and which customers raise the most issues. This could then allow you to train customers that are having the most difficulty with your product or service or even up-sell in a way that removes the complications from the customer. For example, you could sell an online version of a software product that is completely managed by yourselves so that they can use the product in an optimum way.
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