It’s hardly news to say that the internet has revolutionized the way businesses and customers interact. Not only has it opened up countless channels in which to do business and turn a profit, it’s also made customers more autonomous while increasing their expectations.
In our 9-5’s and beyond, we’re operating at warp speed and expecting any issues that arise to get resolved as quickly as they crop up. What’s more, customers are less and less willing to wade through long lines or listen to a business’ instrumental hold music. Some 60% of them prefer to tackle the problem themselves, sans company representative.
If you want to build a customer-centric company that’s focused on increasing value and growth for customers, it’s important to meet and exceed customers’ expectations. Often this means building a help desk, an important step towards becoming a flywheel type company — where customers’ success fuels your company’s growth.
Prioritizing reactive customer support will earn you goodwill with your customers and help you form productive partnerships with them, and the basic element of excellent customer support is responding to and resolving customer issues.
A help desk and ticketing system can help you stay organized and prioritize as you work toward your customer service goals. In this post, we’ll cover the nuts and bolts of what makes a help desk, and which tools might be best for your customer support team.
Using piecemeal solutions instead of a proper ticketing system to manage your service may be hampering your client experience.
Ticketing systems are one of the most important pieces of software used by top service providers and customer support operations. These systems allow teams to capture, manage, and track the status of customer issues in an organized and highly-collaborative manner.
Yet, in spite of the vital role these programs play in providing excellent service, a survey conducted by OneVision indicates that only about 1-in-3 companies are using an enterprise-class ticketing system.
If you’re thinking of using Stames to manage your customers’ requests or problems, you’re probably wondering if this software is really worth the investment.
Perhaps you’ve been using email to keep track of customer complaints and you’ve never had a problem with this method. What you probably don’t realize is how much simpler Stames makes resolving customer issues. The organization it provides helps with efficient problem resolution, which benefits customers and companies.