Why Help Desks Are Proving to Be the Key to SaaS Customer Support

New technologies bring new possibilities. You can do things more quickly, more efficiently, and to a higher level. It raises our standards.

It also raises customer expectations. When something causes our speedy workflow to screech to a halt, we want solutions immediately.

So Much Younger Than Today

Support desks used to be labor-intensive. Tickets came from various channels and were difficult to track and prioritize. Some might even get lost. Customers could get cut off after a lengthy stint on hold. Support teams would need to know how to record a phone call, how to prioritize tickets, and how to operate CRM (Customer Relationship Management) tools.

Now these days are gone, and tech giants have set new standards for customer support.

Process management software automates menial everyday tasks. It speeds up operations and eliminates human error. It can do the same for your help desk.

What Is a Help Desk?

Put simply, a help desk is an automated solution for ticket resolution. It consolidates all your inquiries into a centralized dashboard interface and prioritizes them.

It can integrate seamlessly with your CRM tools and can offer all the benefits of a virtual receptionist. It can do so much more.

Help For Your Customers

Let’s say your customer is using an illustration package. They’re trying to create a gradient texture, which they’ve done many times before. But the interface seems to have changed, and they just can’t figure it out. They’re opening panels, clicking every conceivable menu item, and all they draw is a blank.

They’re not in the mood for a polite chat, and they don’t want to wait. There’s a deadline looming and they need some support. But where’s the help button? More often than not, it’s less visible than the “subscribe” button that they clicked to pay for their membership. Go figure.

In such situations, a straightforward automated help feature and responsive searchable FAQ is the fastest solution. It resolves everyday issues quickly, relieving pressure on your support team. And it’s available globally, 24/7. It needs to be easy to use and intuitive. Instructions should be simple and clearly worded. Some of your users might not be tech-savvy, and some may not be speaking in their native language.

Help desks are often used when your customers are short on time and patience.

Putting the Customer in Control

When a customer needs help to resolve a more complex issue, they can do so via their preferred channel. This can be social media, email, phone call, chat, or an inquiry form on your website. Your help desk will log, sort, and prioritize all of these.

Another important consideration is providing support for prospects. They may have questions about subscription tier benefits, language support, features, and integration with existing systems. This is where your automated help desk can help boost your checkout page conversion rates. Your help desk shouldn’t just be for resolving customer problems, it can help you onboard prospects too. – Read more


What Are the Best CRM Software for Insurance Agents and Realtors?

CRM software is a great way to manage information and optimize workflow for insurance agents and real estate brokers since it uses relevant data to enhance customer relationships. Compared to traditional tools, a CRM tool is easier to use and offers key features that are specific to a certain industry. 

So what are some of the best CRM software for insurance agents and realtors? For insurance agents, they can use Salesforce, AgencyBloc, Microsoft Dynamics 365, and Insureio. On the other hand, realtors can use Velocify, Contractually, and Pipedrive. Commence CRM allows both insurance agents and realtors to have an agency management system that can manage important information and customer relationships. 

Advantages of Using CRM as an Agent

As an agent, your main job is to generate sales. This includes talking with several referrals so that they eventually become your client. Though this may seem like an easy task, having to remember so much information at once can be tough. But with CRM platforms, you can now reach more clients efficiently. Here are some advantages of using CRM as an agent: 

  1. Manages Important Information

As an agent who deals with multiple clients at once, it’s important that you manage information that’s beneficial for you and the client. CRM software stores and manages important information that agents can use to their advantage to offer the best customer service. It helps segment their audience and learn about specific interests a customer has.

With this information, agents are able to understand their customers better. Personalized marketing campaigns can be created to cater to specific audiences. Cloud CRM also allows agents to access data from anywhere using any device. This reduces the amount of stress on the agent’s part since they can easily look up information. 

  1. Cultivates Customer Relationships

Cultivating customer relationships is perhaps the main goal of CRM software. The acronym CRM stands for “customer relationship management,” so its focus is on a customer’s wants and needs. It uses data about a customer to create strategies that spark their interests.

When a broker cultivates customer relationships, they’re able to enhance the customer experience. This can help build customer loyalty in the long run in which agents are able to create more sales. Additionally, a good customer experience can be beneficial since it can generate more referrals. For agents, receiving referrals is highly important because most of them have commission-based salaries. With more referrals, agents can market and upsell more policies so that they have more income. 

  1. Optimizes Workflow

A great benefit of CRM software is that it helps optimize an agent’s workflow. For agents who are part of bigger companies, the platform offers them a way to communicate with other employees. They can easily use the platform to collaborate and create more ideas that can help the business grow. 

CRM platforms can also take care of small and simple tasks such as answering frequently asked questions. This offers agents more time to work on more important tasks that need their time and attention. And since CRM platforms provide you with a full scope of your target market, they can also generate analytics that are helpful for decision-making.  – Read more

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White Label CRM Software For Insurance Brokers: A Luxury Or A Necessity?

Customer relationship management (CRM) is one of the deciding factors if a business will succeed or fail. Insurance brokers in particular face plenty of pressure from their clients and their industry alike, especially with the growing preference for personalized service and the increasing uncertainties that an insurance broker has to assuage. Certain tools can make this process a lot easier, but one that you may be underutilizing is white label CRM software.

But is white label CRM software for insurance brokers really necessary, and how can they improve the operations of insurance brokers? White label CRM software can be a huge asset because it helps tighten operations, make clients happier, and can combat both existing and emerging risks in the insurance industry. As a platform that could make the job easier, white label CRM software can be a powerful tool in your arsenal.

Why White Label CRM Software Works Well For Insurance Companies

White label CRM software is CRM software that’s fully developed by one company, yet available for both rebrand and reuse by your own company. It’s essentially CRM software that you can purchase without branding and customize to your needs, altering the platform to suit the needs of your business while making sure the technical aspects remain intact.

The reason why white label CRM software pairs so well with the insurance industry is that it can help support one of the trickiest parts of insurance brokerage: the client. A broker can face an extraordinary amount of pressure to ensure that the client’s wishes are met and they are happy with their business, otherwise the brokerage can suffer a loss in revenue and an even greater loss with reputation.

Insurance brokers may often lack the skills to ensure that the customer service of their transactions is at its best since their skillset will usually skew towards closing a sale. White label CRM software helps a broker manage the everyday routine needed to keep their client up to satisfied with their service. And while normal CRM software may do this at the price of advertising the company that made it, white label CRM software offers a few advantages that can help mitigate the risks of using it and amplifying the benefits for insurance companies. – Read more

Learn More About Commence