As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information.
If you’re new to customer-focused industries, you may look at the title of this post and think “what is a web based help desk solution”? It’s an online system help desk teams use to not only stay organized but to become more efficient. Many emerging companies rely on emails and spreadsheets or even a small in-house solution to keep track of customer information. But what if there’s a better way?
Thanks to modern technology, web based help desk solutions make it easier than ever before to meet the increasing needs and demands of your customers. Let’s look at the steps companies should take to be successful in switching to these solutions.
When it comes to the specifics of working with customers, you’ll see a wide variety of terms thrown around. Phrases such as “customer care”, “customer support”, and “after-sales service” are all frequently used, but there are a few terms that truly stand out in their meaning (despite the confusion surrounding them).
Company growth is a great thing and it puts a buzz in the air that is tough to match. With this increase in revenue and customers, however, often comes a higher volume of help desk tickets. Before you know it, your lone help desk employee is working overtime to keep up. After adding a couple people to truly make your own help desk “team”, you realize that spreadsheets and emails aren’t the way to go.
Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often notice when they need a new help desk ticketing system…
There’s a chance that your business, and subsequently your help desk, has grown organically and at a rate that outpaced your internal processes. While growth is exactly what you’re after, it can mean there are a few opportunities where you can get your arms around more efficient ways to do things.
It’s usually pretty difficult to tell when it’s time to upgrade a software system, especially when it comes to your help desk software. Even in the best cases, an outdated or small help desk system can be frustrating for everyone involved. Users are already upset that something isn’t working right on their end, and sometimes they have trouble being patient while your team searches for a solution.
Properly managing your help desk software is just as important as what solution you choose. Even if you have the best technology, if it’s not properly configured the software can create problems and hostility with its users. One of the best ways to optimize how employees utilize your help desk system is through implementing custom fields. Not only do they save time, but they also improve the communication of your team with customers and even between departments. Here are a few ways on how to set up a help desk software properly with custom fields to save time and money…
The amount of focus companies devote to customer experience and engagement has continued to increase. Especially for companies who can’t beat their competition when it comes to price, an excellent customer experience can be a key differentiator. This is especially true in the B2B industry, where companies are often willing to pay more for a better experience. One of the best ways to improve the help desk portion of the customer experience is by utilizing external help desk software.
In the modern help desk era, sometimes waiting around for your customers to reach out to you isn’t good enough. Competitors are pestering your customers with emails and phone calls on a daily basis, yet some help desk teams are limited to only communicate with customers in their ticket queue which ignores a huge opportunity. After all, your business development team worked hard to acquire your customers, so why should communication slow so substantially once they sign the dotted line?
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