Customers demand the same things from brands, regardless of their geographical location. In all their requests, they demand perfection and prompt responses.
What is the ideal tool for living up to customer expectations?
We are glad you asked! By using a best-in-class Zoho cloud-based help desk software can support and manage customers from a single platform while reducing your support agents’ workloads.
What is Zoho Help desk software?
Help desk software acts as a one-stop point of contact to` tackle all your customer conversations across multiple channels. Your support agents can easily track the progress of every issue, prioritize urgent tickets, manage tickets, and interact with customers in a much better and faster way.
Zoho Desk is the best context-aware help desk software with multi-channel capabilities it offers multiple views for effectively prioritizing and closing customer support tickets. It combines all your communication channels, email, live chat, telephony, and social media in one platform, enabling you to manage and respond to customer queries easily.
The role of Zoho help desk management software broadly is to help you resolve customer questions instantly. All the features you need to provide delightful customer support are provided by this customer service platform.
This is what a Zoho help desk software dashboard looks like-
Image- Zoho Help desk dashboard (www.zoho.com)
What is Zoho Help desk software used for?
Over time, help desk software has evolved to become a versatile tool. Businesses are heavily reliant on it today to collaborate more effectively, streamline workflows, and optimize business processes.
Let’s see how Zoho help desk software can benefit you in the long run.
1. Provides customer delight-
Your customers always seek faster resolution for their problems, and they hate running after your support team to resolve them. You can let your customers know how their support ticket is doing right from the start by using the Zoho help desk.
Customers know they can contact you via multiple customer service channels and will get a consistent experience throughout. The right technology can help agents ensure customer satisfaction.
2. Enhanced business operations-
Zoho help desk software platform allows you to streamline your business operations. Automation can perform many tasks, from reminding you that a ticket response is needed to route a ticket to a specific user and so much more. Using assignment rules, meeting the service level agreements (SLAs), and workflows, you can prioritize certain actions as and when necessary.
Help desk managers and system administrators can effectively monitor the team’s performance.
They can access these on the “reports” dashboard of the software. They can gain valuable insight into their customers’ service experience by analyzing these data points.
3. Empowering customers to self-serve (multibrand help center)-
Customers prefer self-service options more than seeking help from your customer support agents. . Your team and customers can save a significant amount of time and can have access to the information they require to resolve queries themselves when you utilize the best Zoho desk’s knowledge base system.
In a knowledge base management system, customers can browse knowledge base articles and FAQs for answers without having to wait for an agent. It has a significant impact on resolution time and reduces workload.
Customers can ask questions, answer them, and share ideas via the communities and forums with help desk software solutions.
Image- Self-service portal (Multibrand help center)
4. Efficient ticket management-
When a customer’s ticket enters into the company’s system, it passes through multiple points before reaching its resolution. With the help of a help desk solution, tickets can be easily assigned to individual agents.
The Round Robin assignment rule will assign tickets automatically without any manual intervention. Round Robin ensures that no ticket goes unassigned. Depending on the limit you set, it distributes the tickets equally among all agents.
Image- Round robin assignment rule
With Zoho help desk software, ticket assignment, prioritization, and management are all possible. One platform makes it easy for help desk agents to assign, sort, prioritize, and resolve tickets.
5. Customers can avail of multichannel support –
As reported by Statista, 36% of U.S. respondents prefer email for resolving customer service problems to live chat (12%).
The best help desk system enables customer support teams to address and resolve customer problems raised on different platforms. Zoho help desk supports multiple channels such as email, live chat, social media, telephony, web forms, etc. and helps to generate tickets for all possible customer interactions, and provides excellent support to keep customers happy.
Image- Zoho helpdesk omnichannel support
6. No Missed or Lost Tickets
When you have multiple support issues to look after, manually it is not possible to track each of them. As a result, you do not know how many times your customers contacted you and whether they were completely satisfied or not.
Your customer support team will never miss out on customer issues or requests with the powerful automation feature of Zoho Help Desk software.
With Zoho’s advanced help desk ticketing system, you can automate the customer service process through assignment rules, workflows, and escalation- set SLAs, or Service Level Agreements, to identify critical tickets and ensure they are addressed quickly.
7. Easy Ticket Prioritization with ticketing system
The Zoho desk’s ticketing software allows Customer Support teams to prioritize tickets, so they can close them faster.
With work modes, you can sort tickets based on urgency, priority, type of customer, or ticket status in need of immediate attention. When assigned to a team or department, the ticket can be seen by a lot of people.
Image- Tickets in Work modes
Zoho help desk software key features
Zoho help desk has many useful features but here we are highlighting some key features-
i. Team collaboration- To make your customer support department more efficient and effective, you need the best help desk software. the software collects and organizes customer queries from multiple channels, and enables agents to collaborate to resolve them. Your agents will thus be able to communicate better and complete the work more efficiently.
With service desk software, you can quickly handle customer tickets without compromising vital information.
ii. Ticket Tracking and Monitoring- On every help desk, you keep track of customers who have contacted you for support and the responses they provided. With a Zoho helpdesk, your representatives can keep customers informed about the status of their tickets in real-time.
iii. Reporting and optimization- It is crucial to understand how your agents are performing and how satisfied your customers really are with your service.
Zoho help desk management system has a key functionality of reporting feature that helps you to:
- Gives an overview of ticket load on the customer service team
- Turnaround time and resolution rate of each member
- Average customer happiness and customer satisfaction ratings
It measures the effectiveness of your customer support with comprehensive reports. You can see through various performance metrics including team response time, the number of tickets allotted per day allotted, etc. It offers reporting capabilities to help monitor agent productivity and support team performance.
iv. Customer feedback- The customer can share their feedback about the service they received with agents after their issue is resolved using a ticket tracking system. Customer service ratings offer valuable insight into how agents perform as individuals and as a team. These assessments help agents identify their strengths and areas for improvement.
Zoho’s Help Desk can help you win lifelong customers
Your brand equity can be strengthened with good customer service and delightful customer experiences.
It is therefore extremely important that your organization has efficient customer support software such as the Zoho help desk platform that enables you to keep a firm hold on support tickets and analyze how your agents are performing. You can explore all the help desk features in one place.
According to a study by Walker, customer experience will take over product and price as the key brand differentiator by 2020.
You need to provide your customers with a memorable and loyal experience, fast and reduces response times. You can build brand recognition and customer loyalty more easily with help desk support software.
Zoho helpdesk software integrates with Zoho customer relationship management (CRM) as well as other Zoho apps.
