A business doesn’t exist if there are no customers, and if you want to make your customers happy, then you need to make sure their needs are met. It is the right of every customer to have a helpdesk that offers a customer service solution. Businesses should recognize this by providing true, customized services to their clients. The best way to improve business processes is to use an effective help desk or service desk software solution.
Why help desk software is important? Ticket management is core to help desk software, allowing companies to speed up issue resolution. Empowered with this capability, organizations can:
- Boost customer support
- Strengthen customer relationships
- Raise revenues by as much as 15%
- Lower cost of servicing customers by as much as 20%
In this blog, we’ll learn more about the importance of the Zoho help desk in your day-to-day operations. We will also discuss the benefits of help desk software solutions.
So, let’s understand what this software is all about. In simple terms, Zoho Help desk software used for tracking customer requests and dealing with customer care concerns. Zoho desk is composed of three key components: ticket management, an automation suite, and reporting and optimization. Zoho desk has great features for prioritizing, managing, and closing customer support tickets.
The use of Zoho help desk systems alongside customer service solutions can be effective in boosting customer support, strengthening relationships, and providing optimum customer service. As a result, Zoho’s help desk customer support software contributes to business objectives by addressing and resolving customer issues efficiently and in a timely manner. Creating tickets for customer interactions ensures that agents don’t miss out on customer requests. It also provides immediate response time and faster resolution to support tickets. In simple terms, the Zoho desk helps to organize customer questions and requests and direct those questions to the right person in the organization, so that they can handle them quickly and efficiently.
In addition to this, the self-service customer portal is an intuitive place to submit questions in the form of a help desk ticket or get immediate answers via the knowledge base, FAQ articles.
Why is this important for your business? Customer satisfaction leads to a lot of positive effects, and a satisfied customer is a happy customer.
One study by Mc Kinsey and Company shows that maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to raise revenue by up to 15% while lowering the cost of serving customers by as much as 20%. In a survey conducted by American consumers on how customer service affects spending, the survey revealed that 70% of respondents are willing to spend an average of 13% more with companies they believe provide excellent customer service and, likewise, that one happy customer can translate to as many as nine referrals for your business.
Based on the above statistics, you may already know the answer to our question: Why is Zoho help desk software important? The question is what are the specific benefits that make Zoho help desk software so relevant that more and more businesses are implementing it? Let’s take a closer look at each of them.
Importance of Zoho Help Desk Software in Business
You can gain a lot of help desk benefits from Zoho help desk software that can handle your needs. These benefits include-
- Increase Team Efficiency
- Seamless Customer Experience
- Boost Productivity
- Enhance Brand Awareness
- Significant cost savings
Zoho Helpdesk Benefits
In an orderly and precise manner, Zoho Help Desk software can resolve the problems and issues of your organization’s internal (employees) and external (customers) audiences. For your business to be successful, you have to satisfy your customers.
Did you know that 32% of customers, including the loyal ones, walk away from brands following a bad service experience?
59% of customers in the US leave after several bad service experiences.
Let’s discuss these Zoho help desk benefits in detail:
Benefit No. 1: Increase Team Efficiency
Customer service is largely determined by the quality of support agents. It is clear that if your service representatives struggle to provide timely resolutions or are not confident enough while providing assistance, it will directly affect your customers. It occurs because customers always have high expectations when it comes to customer service, and they are disappointed when the brand representative fails to meet them.
Therefore, it is better to empower your customer support team with Zoho help desk software if you are a business owner. In general, when your agents receive help desk inquiries that they are supposed to answer, they are most likely to come up with robust solutions. You’ll also see a significant improvement in the efficiency of your team.
Benefit No. 2: Seamless Customer Experience
According to a survey by BI Intelligence, 66% of consumers indicated that they continue or make a purchase based on the customer service regardless of the price. Customer service is crucial to any business, and that’s why it needs helpdesk software like Zoho.
What do you usually do when you make an online purchase and aren’t satisfied with it? Initiate interaction with customer support, right? A situation occurs, when some agents may not be available to assist you when your problem arises, which as a result leads to a ticket being opened. Imagine two scenarios:
- An agent gets back to you in a few hours and helps you resolve the issue.
- You wait for days to get a reply. Upon being contacted, you find the provided solution unsatisfactory.
The first scenario makes more sense to you, wouldn’t it? It would be fair to conclude that other customers will have the same desire as well. Customer service will suffer if your backlog of tickets isn’t cleared quickly. Your brand would most certainly be left behind if this were to happen.
You again feel the need for Zoho help desk software, as it is the only thing that can allow you to better manage tickets on time.
Benefit No.3: Boost Productivity
Customer satisfaction is highly dependent on the performance of the customer support team. But the question remains, how will you improve your team’s performance unless you know what they lack or what customer support aspects they should improve? Zoho Help desk software serves exactly that purpose! A software tool that keeps a track of customers who reached out for help, keeps records of responses, enables better assignment and implementation of work, average resolved ticket count, resolution time, etc. This will help you identify those areas where you should improve your agents.
Basically, it is very important for businesses of all sizes to have specific help desk software.
Benefit No.4: Enhance Brand Awareness
Taking customer queries into consideration and responding promptly to them makes them feel valued and appreciated. Thus, they will tell their friends and family about their delightful service experience. Additionally, you can include this element in the list of reasons: ‘Why is customer service important to your company? You may have gotten the sense from the aforementioned tips that excellent customer service requires the best cloud-based Zoho help desk management software for businesses.
Benefit No. 5: Significant cost saving
Today, help desk software is an essential tool for ensuring customer satisfaction. As a result, customer support can be streamlined. All tickets need to be managed so that the brand image of the company is enhanced and the customer is delighted.
The Zoho Help Desk software would be the best choice to highlight because it ensures proper ticket management as it distributes support requests Round-robin.
The use of Zoho help desk software can therefore save you a significant amount of money while managing customer service operations.
Zoho help desk software comes at a nominal rate starting with a 15-day free trial, Standard, professional, and enterprise pricing plan based on price/agent/month billed annually.
Need more information? See a detailed plan comparison here.
Image- Pricing quote
What Zoho Help Desks Can Do In A Nutshell
Video- Support agents using Zoho desk
Make your help desk benefits work for you by using Zoho help desk software! Zoho helpdesk software manages customer conversation, questions, and tickets from a variety of channels in one place. An omnichannel ticketing system of the Zoho desk solution can track, manage, prioritize, organize and respond to and resolve tickets in less time.
It is essential that you always give priority to your customers since they have the power to make or break your brand in no time.
This help desk platform empowers the desk team with its robust tool to give their customers a unified customer service experience. It is powerful yet easy-to-use and designed to help customer service teams better together, making most of their time and energy. Now, desk agents can close more tickets on the go using Zoho desk’s handy mobile app which gives instant notifications about tickets you follow, access to any information in real-time.
Through this blog, we have tried to convey the importance of Zoho help desk software for businesses.
Do you have any suggestions for us? Feel free to post your comments.
