It can be difficult to accommodate an increasing amount of customer demands as your company grows. Customer expectations are constantly rising, regardless of company size. One simple approach to making customers happy is to use help desk software. This type of software enables small groups to take on large projects.

Sales improve when firms provide an excellent customer experience. Customers become brand loyal and are less likely to swap brands. If they find the shopping procedure cumbersome, 74% of individuals are likely to switch brands.

Due to an increase in the number of touchpoints across the customer journey, service management has become significantly more difficult for enterprise organizations in the last decade. Zoho Corporation Pvt. recognized context awareness as a vital enabler for customer service teams a few years ago, and in 2016, they released the first complete context-aware help desk software in the industry. Since then, Zoho Desk has experienced a worldwide adoption explosion, with new business up 150 percent year over year. In fact, clients with more than 50 users have been the product’s fastest-growing category.

For enterprises of all sizes, there are numerous help desk software options. Zoho, like other customer service software, allows you to connect several customer support systems into a single help desk platform, making it ideal for teams that want an omnichannel help desk. To help businesses improve agent productivity, manage cross-functional support processes, and contextually link customer service with other business functions, Zoho is releasing new capabilities today to help accelerate corporate and mid-market adoption.

Related reading-Zoho Desk : 7 Awesome Tips On How To Use Zoho Desk

Growing a business with Zoho Desk 

From dealing with a flood of tickets to communicating with several departments to resolve customer complaints, customer service procedures are complicated. Failures in customer service can cost you a loyal customer or cause serious damage to your business.

So, how do successful companies deal with it? How can you make the customer service process more efficient and manageable? The solution is an all-in-one ticketing system that is innovative, cost-effective, and simple to use.

Any of the channels are combined into one easy-to-use ticketing tool where you can manage customer communications and respond to all customer inquiries using Zoho Desk. Zoho Desk tool converts customer emails into tickets, collects and organizes them in one location, and keeps track of how many emails are received and how many responses are sent.

Related blog-Ticket Management System-How does it benefit your business?

We’ve compiled a list of immediate benefits that come with using Zoho desk software to help you visualize how it may improve your organization.

1. Timely response and improved resolution rates

Requests are difficult to follow when you use a shared inbox or just make phone calls with customers, and you’re bound to miss one or two. Customers may have to wait for an extended period of time as you double-check information or reroute the call. It has a negative impact on the customer experience.

Individuals and teams can read tickets at the same time using the customer service tool shared inbox functionality. All of your tickets are in one location with all the information you need inside each ticket when you use help desk software. This shortens response times, enhances the quality of customer service support responses, and prevents bad customer experiences. Automated options allow your staff to respond more quickly.

Agents can also speak with Zia or chat with her to get response suggestions while resolving customer issues. Related blog-7 Ways To Make Sure Your Zoho Desk Helps Your Customers Get Their Questions Answered Faster

2. Boost in productivity

Customer service agents must categorize and prioritize cases when they receive a flood of requests. Other manual activities and daily routines can use up a significant amount of their time. You can accomplish more with less when you employ helpdesk ticketing systems to conduct customer service. Customer tickets can be promptly sorted, routine operations can be automated, intelligent workflows can be used to execute events, macros can be used to do preset actions, and responses can be reused. Your customer service representative may focus on providing an exceptional customer experience now that those repetitive tasks or tedious chores are completed.

Customer loyalty is influenced by the enhanced client experience, which ensures glowing customer recommendations. Zoho Desk provides personalized experiences, assists agents in remaining productive, and connects the entire company.

3. Multi-channel support

Without the clutter of many tabs, your customer service reps may receive and respond to tickets via different communication channels such as instant messaging, web forms, social media, live chat, and more. You can be fully accessible to your customers and ensure that no customer service request is overlooked.

For timely answers, a context-aware ticketing interface provides customer interaction history, ticket status and ticket timelines.

4. Effortless collaboration

It is possible to receive unfavorable comments if you waste important client time hunting for data from numerous resources and departments. Collaboration is considerably easier using help desk software. With a single click, you can get client information such as payment history, KYC details, delivery status, and more. Agents can also benefit from a wide range of support and collaboration features provided by this type of software.

With collaborative ticketing, your team may share tickets, split tickets, or even link and manage tickets related to similar issues, so you never lose sight of who owns what. When you require help from several departments, it’s simple to share the ticket. Without breaking a sweat, agents can reassign requests, leave comments, and organize remote conferences with customers.

5. Real-time analytics and insights

It’s difficult to see the big picture and enhance your service over time if you don’t have a central repository for your customer service information. Manually creating reports takes time, and determining the significance of each measure is difficult.
Desk Managers may drill down to discover the particular context and customer conversations that influenced crucial customer service metrics like initial response time, customer response time, resolution time, and customer happiness ratings.

Data is pooled across all channels into one view to make easy actionable decisions, whether you want to monitor agent performance or support KPIs. Built-in dashboards and reports in help desk software can help you understand how you’re doing and set customer support goals for the future. You may also create new reports to analyze how your clients rank your service, congratulate your agents on their accomplishments, and intervene when necessary.

The RADAR app can even keep you up to speed on critical indicators while you’re on the go.

6. Automation and AI 

Create macros to speed up ticket resolution time and set up SLAs to ensure that tickets are escalated on time. Create workflows to automate tasks when tickets match certain criteria, and even create blueprints of entire business processes in Zoho Desk to guarantee that everything goes as planned. In one click, you may create a personalized assignment rule and submit tickets to the appropriate department or agent. You can also build notification rules if that isn’t enough.

Help desk software can potentially take it a step further by utilizing artificial intelligence (AI) to initiate initial conversations with customers. Relay uses artificial intelligence to improve the efficiency of customer support teams. AI can retrieve answers from help articles or route queries to the appropriate person. This improves the customer experience while also assisting agents in better planning their job.

Zia finds anomalies in typical service indicators such as the ticket volume or ticket count of incoming tickets from customers, customer sentiments, customer feedback and outgoing responses from the service staff based on an understanding of past data.

7. Customer Self-service solution

Through Zoho Desk’s self-service portal, empowering customers to help themselves can increase brand loyalty while also saving time and money.

For positive customer interactions and valuable information, a help desk solution will incorporate customer-facing features such as an online customer self-service tool or knowledge bases. Customers may access the information they need when they need it, at any time of day, through self-service options, reducing the amount of support tickets agents receive each day.

With helpdesk software, you can quickly set up a customer self-service portal. Customers can look for solutions to their problems in the knowledge base article, FAQs, user manuals, setup guides, DIY videos, and so on, while your agents focus on more complex issues or common questions and establish meaningful customer relationships by assisting them with challenging difficulties. Build a Help Center with Zoho Desk’s multilingual and comprehensive knowledge base to empower them.

It aids in the development of meaningful relationships with customers and the reduction of customer churn rate.

Integrate customer self-service features into your websites and mobile apps with the ASAP plugin.

Businesses can realize these benefits within a week or two of using help desk software because it is simple to set up and operate. Purchasing new software is a significant investment that should be made with a larger perspective in mind.

8. Syncing customer service help desk with other apps.

Multiple windows are opened to find customer information or payment information, which increases active client wait time. You may leverage native connectors, custom functions, and APIs to get updated information across all of your apps with a decent help desk ticketing system.

Conclusion 

Things will need to alter if your firm has progressed from start-up to hyper-growth mode. To become more efficient, your procedures, staff, and systems will need to scale as well as grow. Customer satisfaction, repeat business, referrals, and improved lifetime value may all be achieved by staying focused on the customer and providing consistent, high-quality experiences.

With the Zoho Desk flexible platform, you can meet the needs of your growing customer base.

If you do these things successfully, your firm will expand from a small start-up to a mid-size business with happy customers, satisfied staff, and profitable results for the owners. It includes a user-friendly feature, an easy-to-use and intuitive interface make it simple to set up and utilize.

Overall, for the majority of people, Zoho Desk is the greatest help desk ticketing system on the market today. Using Zoho Desk’s help desk features as well as customized and affordable plans, you can capture the benefits of helpdesk software that can offer to your business.