Switch to a Web Based Help Desk Solution in 5 Steps

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.

All Posts

B2B Software Solution: 5 Ways to Improve Your B2B Customer Support

Word of mouth can have a big impact on any company, especially in the B2B sector. Providing customers with the best possible support is critical for your business's success. But providing great customer service isn't always easy. It takes a lot of effort from a dedicated team, and the representatives handling your customer support need to have access to the tools to get the job done. Customer support software specifically designed for B2B interactions helps ensure your representatives have everything they need. 

Faster customer support
Having a software solution specifically designed for B2B customer support will help make sure that the needs of customers are attended to in a timely manner. With a quality B2B software solution, tickets are sorted and organized automatically, eliminating some of the administrative tasks a representative would usually need to perform. This means reps can spend more time helping customers and less time dealing with organization and process. 

Self-help option
According to Nuance Communications, 2 out of 3 customers would rather help themselves than talk to a customer service representative. Without customer support software, it is hard to provide people with a way to access the information they need on their own. A software solution can build a database of knowledge based on previous tickets and community forums. This feature gives customers a place to visit for any and every issue they may have. If they need more information, they can simply call in. 

"Working as a team on a ticket will ensure the answer is exactly what the customer needed."

Collaboration 
With a high-quality software solution, representatives have the ability to work together on any given ticket. This can be essential for finding the best answer for a customer. While all representatives should be qualified to answer customer questions, working as a team on a ticket will ensure the answer is exactly what the customer needed. 

Unification of customer information
Relationship building is an important part of B2B customer service. The B2B environment isn't the same as B2C. Businesses spend money differently than typical consumers do, there are more people making the decisions, they don't all have the same goals in mind and pain points aren't the same across the board, according to Business 2 Community. For these reasons it's important for customer service reps to truly know their customers. Having all customer information in one easy-to-access spot makes this easier. 

Reporting and analytics
While you're probably already tracking your customer service information, customer support software can help improve your reporting capabilities. When you take your business intelligence to the next level, you empower your business to improve the services they provide by having the ability to better understand where you're succeeding and how you can improve. 

Tiered-Support-is-Dead-WPthumb

Free Whitepaper: Tiered Support is Dead

Learn why so many businesses have shifted away from tiered support to a data-driven collaborative customer support model.

Click Here to Download Instantly
Related Posts

Switch to a Web Based Help Desk Solution in 5 Steps

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 onlin...

Read more

20 Essential Features in a B2B Customer Support System

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support...

Read more

Webinar: Advanced AI Tools for Customer Support With Lily Ryzebol of IBM

Starting this month, we're excited to launch our new webinar series in conjunction with the Association of Support Professionals (ASP). These won't be...

Read more

Customer Service vs Help Desk vs Customer Success – Defining the Terms

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...

Read more