Summary: The benefits of help desk and customer software are indisputable - improved productivity and cost-efficiency, faster response times, increased customer satisfaction, and more.
In today's highly competitive business environment - where customers are more demanding than ever before and are less loyal- companies must strive to deliver world-class support in order to maximize client loyalty, retain market share, and ensure ongoing profitability.
Automation can provide companies with the tools they need to deliver the kind of superior and convenient service that customers require. With help desk and customer service software, they can build stronger, longer lasting relationships and gain a solid competitive edge.
What can your company can do with a help desk or customer service software solution?
With help desk and customer service software, companies can offer faster and more convenient support to customers - and as a result, give a significant boost to satisfaction, loyalty, and retention rates.
Response times will be dramatically reduced and problems will be resolved as rapidly as possible. Additionally, help desk and customer service software allow customers to choose from a wider range of communication options - such as the Web, email, live chat, and co-browsing - so they can obtain the support they need in the manner they most prefer.
Help desk and customer service software automates the entire end-to-end problem reporting and resolution process, so each and every customer issue is handled efficiently and effectively. Staff productivity is optimized because the manual, redundant, and time-consuming tasks that can cause lags in response times are virtually eliminated, and activities are better coordinated across on-site and remote field support teams.
With help desk and customer service software applications, all data related to customer problems is stored in a central location for fast, easy access.
This helps support staff stay more informed about common questions and issues, and how to most successfully address them, so they can be more proactive and responsive. Additionally, help desk and customer service software can eliminate the communication bottlenecks that can cause issues to be mismanaged or "dropped". And, it provides much needed insight to other departments who impact customer satisfaction - including product development, manufacturing, fulfillment, and quality assurance.
Service and support operations can become quite expensive, especially when they involve dispatching field consultants to remote locations.
With help desk and customer service software solutions, companies can increase their first call resolution rates (a key performance indicator and industry benchmark for support operations), and minimize the number of issues that require on-site support and assistance. Additionally, because help desk and customer service software streamlines, coordinates, and automates related activities, it can reduce the redundancies and errors that waste both time and money.
Some help desks and customer service operations support not only customers and external business partners, but employees as well. Many companies maintain internal help desk teams, who are on call to handle issues with IT systems and more, so staff can perform their jobs as effectively as possible.
Studies show that companies who are equipped to quickly resolve both technical and non-technical employee problems are likely to experience higher morale, improved productivity, and lower turnover rates.
Here are two great White Papers on the topic: