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

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