Helpdesk CRM

A study showed that 86% of buyers were willing to pay more for great customer experience.

Which then brings us to the very important question.

What really is customer experience?

Listen up – if you want to take down your competition,

If you see your product being the one and only solution to a customer’s pain point.

Then it is absolutely essential that your audience be put through a funnel of great customer experience.

Customer experience is an intangible feeling left in the minds of a customer when he comes in contact with your business.

It is the unknown feeling – where we try to understand “What is it about this person or company that makes us know, like and trust him?”

This positive feeling is the key to getting customers to stay with your business for a longer period of time compared to what your retention rates look like at the present moment.


How to create a killer customer experience strategy.

Look, honestly, there are no numbers that will quantify whether or not your strategy is working or not.

It is like a mother’s love for a child, if you ask her to rate her love for her child from 1 to 10, she will dismiss you as a nutcase.

This initial litmus test where a cold lead turn into a buyer, is where true masters of customer experience shine.

Now, the mechanism we will use to set up systems of stellar customer experience is with a helpdesk CRM and the vehicle we shall choose is Kapture’s One Suite.


Helpdesk CRM tools That Help you Paint a picture of Killer Customer experience

We will use Kapture’s Helpdesk CRM as a muse for this example;


The Omnichannel Ticket inbox

The first touch point of a customer with your business, be it a conversation enquiring about a product or a general window shopping message – is potentially a deal closing metric in CX.

If your agents can respond promptly across social channels, phone calls, website chats and email, with excellent friendly templates – you would have cleared out the first obstacle to customer acquisition – trust.

You see if you sign up for an email list and then only time you hear from the business is when they are pitching, your internal buyer resistance will immediately show up.

But if I feel – “Omg” this company is not trying to sell me but they are trying to help”, I am more likely to make a high ticket purchase from here.


The ticket folder

You see when a customer reaches out to you with a message, he is looking for context.

If I were to send a travel company a message asking them, “Do you offer family travel packages?”

I expect them to respond with rate cards.

If I am met with an automated message saying, please visit our website, do you think I would spend the emotional currency to go and research their website.

Chances are slim.

What if the company had used a helpdesk CRM to track messages on facebook based on keywords and assign these message to the right helpdesk agent.

As soon as I sent my travel query, I was connected to an agent who asked “If I have any location in mind”

What are the chances of me responding?

Very high – and as the back and forth continues, my willingness to open my wallet and pay this travel company for its services increases.

This is possible with a ticket folder.

A ticket folder lets you assign buckets to each platform.

Ticket from phone calls fall into one bucket, Facebook into another and twitter into another.

As soon as these tickets fall into this bucket they are assigned to a task queue of agents who are assigned to this bucket.

Once this is set up, it is automated and agents can assist customers helping you build a more responsive helpdesk operation.


The SLA timer

A study on brand retention found that – 51% customers tend to ditch a brand and switch loyalties to another business after a single instance of bad experience.

SLA timers are the keys to effective response times. A helpdesk team’s ability to quickly make first response is aided by an SLA timer.

These timers are triggered as soon as a ticket is generated.

So if a customer enquired about “How he could sign up for a training program”?

A ticket arrives into the CRM and a timer is triggered.

The helpdesk CRM then puts the ticket into a round robin model where it assigns the query to the idle agent online, who gets onto responding immediately.

This SLA timer once breaches reroutes the ticket to higher management who then take further action.

But the experience of instant responses ensures that customers turn to you every time they have a question and sets up a great starting point to a long relationship based on mutual trust.



Trends may come and go – platforms may change – but the mindset of – put the customer first and our needs second – is where great companies are born.

The helpdesk CRM can help you pave a path to higher brand retention rates, increased loyalty and a surge in sales.


                     Tap the banner below to learn more about Kapture’s Helpdesk CRM.

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