An Insider’s Guide to choosing the best helpdesk software for your businessREQUEST A DEMO
A Helpdesk Ticketing system is the simplest and most efficient tool in enhancing an organization’s customer retention rate. In fact companies that begin using a CRM Software to manage operations saw a 47% increase in their customer life time value.
They were able to achieve these numbers because the helpdesk CRM software gives a company the ability to resolve customer issues quickly and effectively. When a customer reaches out to you with a question, an issue or a refund request – a ticket is created. Tickets are nothing but support queries that need to closed.
A CRM integrated helpdesk system can help companies respond to tickets originating from multiple platforms. Whether the ticket arrived from a website form, a chat query, a social post or an email – support agents can respond to all these tickets from a single inbox.
Why do you need a helpdesk CRM software? Good question. In the sections below, we’re going to look at;
Lager enterprises deal with a greater volume of tickets. For this very reason you need to maximize the powers of your support team. The agent shift management feature will let you assign specific shifts to each agent so you always have a team online.
While working with a number of departments, each department needs to be assigned specific SLA’S to achieve faster ticket resolution. The company, so in case of a breach, the ticket would be automatically rerouted to higher management to avoid further escalations.
Your customers need their answers right now. Setting up AI enabled chat templates will give you the flexibility to resolve low priority queries with the self-service formula. By responding to queries with articles and suggestions on ways the customer can resolve their problems instantly. You can avoid assigning agents towards tickets by offering automated chat messages.
You need to know the quality of support that is being offered by your team. Are issues being resolved? Maybe. But how does the customer feel about the service you just offered him. The feedback and survey forms can be set up to be auto delivered via email – asking people – if your agents were effective or not. This can not only lead to better relations, but will also be reflected in some damn fine C.S.A.T scores.