The secret to building trust between you and your clients is to offer fast and reliable solutions to complaints and questions from your customers regardless of the size of your company. What if your client base is very large and you receive a lot of contacts at the same time? You can either attempt to respond manually to these inquiries or use a help desk solution.
Customers are finding it harder and harder for the support team to delight them. That is why you need to add another member to your team.
The Zoho Helpdesk software for business is that member who can assist agents by automating their tasks and manage all customer interaction on a single platform. This help desk support software helps in daily operational activities.
Artificial intelligence and powerful automation features in the Zoho desk ensure that customer tickets are resolved correctly based on your business hours. The software also allows you to easily create, track, and assign tasks to different customer service agents in just a few seconds.
After understanding the importance of the Zoho help desk system, let us learn why your business requires this desk platform.
5 Vital reasons for using Zoho Desk
Reason #1 – A higher level of customer satisfaction
The use of Zoho help desk software is considered to be a primary reason for improving customer satisfaction. In this highly competitive world, satisfying customers is not enough. If customers don’t receive a timely response to their queries and requests, they may switch to another brand or your competitor.
Be aware that delighted customers = loyal customers, and your brand needs loyal customers. Zoho Desk is a cloud-based help desk software that guarantees fast and accurate customer service.
In the end, it leads to happy and content customers. You cannot afford to lose existing customers, since acquiring new ones costs five times as much as keeping the old ones.
Reason #2 – Effective Ticket Management
When the majority of their sales originate from the website or come from e-commerce sites, handling tickets becomes a giant undertaking for businesses. It is possible for customers to call your customer support team multiple times to request help with their problems. At different times, they may have different issues. Issues may relate to usernames, passwords, creating an account, returns, deliveries, and shipping, among others.
The number of customers will grow; more tickets will accumulate if they are not addressed promptly. This is when your customer support agents don’t manage and resolve tickets on time. In some cases, tickets go unattended.
Using a Zoho help desk management software, customer service teams and system administrators can prioritize, categorize, and assign customer support tickets to appropriate agents and departments. It can manage customer conversations, questions, and tickets from a variety of channels in one place. It also makes sure that customers get connected with the right agents by using a ticket automation system with round-robin ticket assignment.
A key benefit of employing the Zoho desk’s powerful ticketing system is that it significantly improves the resolution rate and keeps customers happy.
Reason #3 – Monitoring and Improving Agent Performance
Unless you review the performance of your agents, your customer support team cannot improve and bring you more business. Give your desk manager the right help desk tool to increase productivity and spend less time with customer requests. When using customer service software, it is easy to keep a track of the desk team’s work with performance metrics.
Zoho’s help desk system provides detailed reports that show you the number of new tickets, what ratings there are, and what the average rating is. As well as a summary of customer experience, first response time, resolution time, and ticket replied status, you will also see the quality of support experience and improvement ratings. Your customers can rate how good an agent was with one click.
Reason #4 – Let Customers Manage Themselves
Since most customer support teams have a lot of other assignments to do, it’s not possible for them to deal with all customer issues and resolve them. Additionally, an agent can be needed to work on repetitive queries or queries that may lie with another agent. Make sure you have a Knowledge Base and help desk ticketing system in place before all this happens.
Make your customers able to self-serve through a Zoho desk’s self-service portals (help center). Providing self-service options for resolving issues.
The searchable knowledge platform contains knowledge base articles, FAQs, documentation, manuals, and user guides, so your customer service agents can spend time with them. Having a good knowledge management system will also reduce your support costs, making doing business more profitable.
Reason #5- Serve Customers on the Go Using Mobile App- Radar
Image- Zoho desk Radar mobile app
Why should support stop after your agents clock out? After all, customer service never stops, so why should support? Your staff can access, respond to customer service requests, and resolve tickets through the Radar mobile phone when they are on the go from the convenience of their pocket. You can access simple and intuitive dashboards to stay on top of exceptions with this mobile app. It provides quick access to important customer service statistics such as Live Traffic, Channel Traffic, and Happiness Ratings. Zoho Desk’s iOS and Android apps let agents collaborate with their team and deliver top-quality customer support from anywhere in real-time.
The Bottom line
Zoho Help desk software solution can be an excellent addition to your company because it can save employees and customers time and money. Customer support can be more efficient and effective when certain tasks are automated, so your team can focus on providing value to customers. In addition to saving time and being more productive, clients can also receive help desk updates and issues via e-mail, at their convenience.
In addition to making your employees happy, the Zoho help desk software platform can make a big difference in improving your company’s productivity by decreasing the number of help tickets.
Get to Know More- Frequently asked questions:
Q1. What is a customer service help desk?
A customer service desk manages customer service requests by providing a tool or software that allows teams to track them. Customer service desks are also called support centers and are the single point of contact for customer service in an organization.
Q2. What is the difference between the help desk software and the service desk?
Although they do not differ much, there is still an underlying difference between help desks and service desks. Your business can use a help desk to manage incidents. However, if you intend to handle both incidents and service requests, service desk software may be the best solution.
Q3. What is a good free help desk software?
The key to survival for a small business is a happy customer. Customer service may be more challenging and more vital when you have limited resources and staff who wear multiple hats. Zoho desk offers a plan which is free for up to 3 users. In addition to three agents, email ticketing, customer management utilities, a knowledge base, predefined SLAs, macros, a multi-language help desk, and you can also access mobile applications. You do not even have to provide a credit card number to use the plan-it’s free. It is considered to be the best-in-class free help desk software.
