Businesses are increasingly realising the importance and value of a responsive, reliable and organised customer helpdesk. As the first point of contact with the customer, the helpdesk is often responsible for conveying the entire organisational brand in the customer’s mind, building that first point of engagement and generally delivering an excellent customer experience – to ensure the customer returns again.
However, traditional offline helpdesk systems are old-fashioned and slow, with heavy manual systems or old-fashioned data tracking packages in place to manage agents and customer queries. This can lead to long response times, queues for customers, poor quality results and bad feedback. For small businesses it is returning customers that often not only provide repeat business, but also become advocates and evangelists for the business bringing in new customers. It is therefore essential for small businesses to provide truly outstanding customer service for current, potential and new clients.
For this reason, having software that integrates with your business website can be valuable. Managed through a business website, helpdesk software will come provide a way for current customers to submit questions, as well as an easy way for potential customers to submit any queries they may have. The distinct benefit of managing customer queries in this manner, rather than through email, is the advantage of being able to assign tasks to individuals or departments within your company from within the helpdesk software, and then keep track of the ticket throughout the process. This can save a small business a significant amount of time, cutting down on emails and explanations as the whole ticket is visible to whoever it has been assigned to.
This is just one way that helpdesk software, such as WinWeb Projects & Tickets software, can drive down requests and repetitive questions and provide a knowlege bank of answers to key questions, improving agent accuracy and quality. Additionally WinWeb Projects & Tickets software offers an integrated solution which can be easily managed, tracked and monitored within the business, for a better customer service experience – as well as improving helpdesk staff motivation.