Every business needs an efficient workflow for improving customer experience. This includes customer onboarding, engagement, technical support, and customer service. All of which are crucial for maintaining customer relationships.
Customer service and support are usually run by the helpdesk team in conjunction with software. About 91% of customer service teams say that helpdesk systems help to boost productivity. In this article, we’ll discuss how you can build a helpdesk ticketing system for your business.
What Is A Help Desk?
A helpdesk ticketing system is a platform that allows businesses to manage customer queries and complaints. It automatically assigns and routes tickets to available service agents. With omnichannel support, customers can contact your organization via live chat, email, social media, phone calls, and more. A good helpdesk system also tracks the status of support tickets for analytical and business reporting purposes.
Why Should Companies Implement A Help Desk?
There are so many benefits of implementing helpdesk ticketing software in your business. It helps to improve the productivity of customer service teams as well as provide reliable and personalized support to your customers. Here are some benefits of a helpdesk system:
More efficient customer service
When you streamline mundane support tasks with software, it frees up time and resources to tackle customer tickets (e.g. technical issues, service complaints, questions, incidents, etc.) Helpdesk allows you to conveniently receive, assign, resolve and track many support tickets.
Faster time to resolution
There are some support performance metrics to take note of. For example, time to first respond measures how long it takes for a customer to receive a reply from an agent. While the resolution time measures the amount of time between ticket creation and resolution. Helpdesk can help to improve these metrics.
Automated and personalized support
A ticketing system should offer automation and personalization. This includes features such as ticket routing and tagging, a self-service portal, automated messaging and emails, AI chatbots, customer support data collection, etc. They help to provide personalized customer service.
Scale your business easily
When you leverage automation and integration in a helpdesk system, it’s possible to complete more activities in less time. This means you can accommodate more clients and have the capacity to answer their queries and resolve their technical or support issues efficiently.
Increased customer satisfaction levels
According to Gladly’s report, 86% of customers expect to move between support channels and still have great conversations with agents. About 79% also prefer personalized service to personalized marketing. Helpdesk support has a customer satisfaction rate of 83% (voice support is at 88% and live chat has a 92% rate.)
Improve the quality of products or services
A helpdesk system helps any business to know what’s lacking in their products or services. It helps to gather information on how to solve more problems and what customers may want. This helps to improve the quality of products in order to compete better in the marketplace.
More sales, conversions, and ROI
A helpdesk can help to boost conversions and ROI in your business. According to the stats, 78% of customers would go out of their way for a company that has better customer service. Over 83% of customers would trust a company more if they provide great customer support.
Six Steps To Building A Help Desk
After deciding to implement a helpdesk system in your small or medium-sized businesses, it’s time to actually develop it. A good help center for your business should have multiple support channels, self-service, analytics and more. Here are six steps to help you build a helpdesk:
Develop a strategy for your help desk.
Customer service seeks to improve customer experiences while IT/Tech support is there to resolve technical issues. You should implement ticketing software to help your support agents tackle issues more effectively. Make sure to define the purpose and goals of the helpdesk.
Decide on whether you want an in-house help desk or outsource the function.
The in-house helpdesk provides direct control over daily operations, hires and trains your customer support agents, and also infuses your company’s culture. Outsourcing the helpdesk function offers less control so it may be hard to oversee and maintain standards for support services.
If you want an in-house help desk, choosing the right software is important.
You can implement an in-house helpdesk using tools such as a ticketing system. It helps your team to create, manage and maintain support requests. Some features include omnichannel support, ticket routing, tracking, a knowledge base, live chat, automation, integrations, etc.
Hire the best help desk team.
The helpdesk system is only as competent as those utilizing it. It’s important to select support agents with good speaking and communication skills, a positive attitude, and professionalism. Make sure to provide the necessary training to enhance their skills and abilities.
Create a knowledge base.
Over 88% of customers prefer self-service support for simple and easy queries. That’s why you need to choose a help desk system that has the option of adding a knowledge base so that customers can find answers themselves without even having to speak to an agent.
Review the effectiveness of your help desk system.
There are several helpdesk software providers out there. Make sure to observe whether your helpdesk is helping to achieve important goals such as reducing resolution time, lowering costs, and increasing customer retention. If the help desk software isn’t meeting your needs, cancel your subscription and try another one.
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