The help desk is sometimes the first touchpoint a potential customer has with the company. A company’s ultimate goal is to ensure its customers are always satisfied. It’s vital for companies to make sure that their customers are able to request tickets at any time and that the process is as smooth as possible.  Service desks have evolved over time, and you can find a variety of methods for increasing customer satisfaction, even though they are not the easiest to manage.  With happy customers brand gains recognition and in the long run yields a lot of benefits.

In this blog, we will discuss the ways that can help in enhancing customer satisfaction by using Zoho desk software.

 

 Image- Zoho desk homepage

Ways to enhance customer satisfaction with the Zoho help desk

• Using the power of Zoho desk’s multichannel support
• Route tickets to the right desk agents to speed up the resolution
• Encourage self-service adoption to minimize recurrent queries
• Set clear expectations with Service level agreements
• Utilize automation
• Personalize customer support
• Make it easy for customers to leave feedback
• Measure, analyze, and improve

Now, let’s dig in details-

1. Using the power of the Zoho desk’s multichannel support-

Your customers may approach you via various communication channels when they encounter problems. Integration of Zoho desk with Zoho Customer relationship management makes it easy for you to monitor all channels, get the customer base data from CRM.

Incoming customer support calls can be streamlined and resolved through Zoho Desk’s telephony integrations.

Social capabilities are available with Zoho Desk, so you can monitor social media activity and respond immediately when a customer reaches out.

Zoho help desk platform offers live chat capabilities, which allows your reps to assist customers in real-time through pop-ups on your website. Live chat on the website can meet customer expectations and help resolve issues in real-time.

By using Zoho desk’s email ticket system, you can ensure that help desk tickets sent via email are handled and processed immediately.

By minimizing resolution times, these platforms keep customers satisfied.

Image- Multi-channel support

2. Route tickets to the right desk agents to speed up the resolution

To speed up the resolution, with the Round-robin assignment rule you can distribute and assign the tickets to the right agents. Along with this, you can set up skill-based ticket routing to agents. Thanks to automatic language detection in the ticket, it’s also possible to filter tickets based on the Language field data. To complete the task, you must create appropriate skills and assign them to the agents. As a result of Zoho’s helpdesk, you can automate the routing of incoming help desk tickets to the most qualified support personnel.

Image-  Zoho desk skill-based ticket routing

3. Encourage self-service adoption to minimize recurrent queries

The self-service portal is designed to make it easy for customers to serve themselves. Ensure they have all the resources they need to resolve any issues they may have. Zoho desk supports community forums, knowledge base articles, and FAQs, which can be displayed in the customer portal.

This reduces the customer service team’s workload, which can prevent agents from performing repetitive tasks. Notifying customers about known issues will keep them informed.

Your desk employees can have fewer tickets with self-service options, and the ones it receives will contain all the information it needs to route, prioritize, work on, and solve issues. As a result, resolution times are reduced and customer satisfaction scores increase.

Image- Self-service portal 

4. Set clear expectations with Service level agreements

Using service-level agreements, or SLAs is a great way to improve customer satisfaction. In service level agreements (SLAs), customers are guaranteed certain levels of support. As part of an SLA, customer should expect to wait a certain amount of time for a response to their ticket.

5. Utilize automation

You can make your service desk more efficient by automating it. With automation, you can plan how your team members will spend their time, resulting in a more efficient service desk. Your customer satisfaction can be greatly improved by automating processes. From ticket routing to maintaining service level agreements, they ensure that tickets arrive at the right place and time.

6. Personalize customer support

Enhance customer support Studies show that 80% of consumers are willing to pay more for a better customer experience.  Delivering a better and positive customer experience can be made easier by personalizing your help desk support. Zoho help desk software benefits your customer service efforts in many ways.

A personalized customer service experience improves customer’s overall satisfaction and customer retention which is crucial to the bottom line.

7. Make it easy for customers to leave feedback    

Making it easy for people to leave feedback isn’t enough. Listen to what your customers have to say and take proactive steps to meet their needs. It is possible to enable knowledge base content, feedback for help desk knowledge bases (KBs) articles, FAQs, and Community. Customer feedback can also help you improve your services and products. You can measure customer satisfaction after each support interaction. Above all, customer feedback indicates what are customer satisfaction ratings and levels.

Image- Feedback in form of Customer ratings  

8. Measure, analyze and improve

The famous Peter Drucker— “the founder of modern management”—once said: “If you can’t measure it, you can’t improve it.” He was so right!

Customer satisfaction can only be maintained by providing high-quality service.  Customers want to be delighted with a product or service today that will be even better tomorrow.

You can easily improve your business with the help of Zoho desk’s reports and dashboards.  You can track agent scorecard based on the following parameters such as:

• First response time
• Average response time
• Average resolution time
• Ticket traffic
• Ticket backlog with agents
• Adherence to SLAs

When you are equipped with such detailed understanding, you can focus on what you need to do in order to keep customer satisfaction high.  You can use this insight to make data-driven decisions, develop strategies, and improve the effectiveness of your help desk.

Final words

In order to sustainably grow your business, you need satisfied customers. As you probably know, it costs five times more to get a new customer than to retain an existing one.

Zoho Desk is one of the best help desk applications that meets your needs.  This can help create loyal customers who know they can rely on you for help. It provides tools to bridge the gap between customer issues and having them resolved.

To generate satisfied customer, manage help desk tickets in a way that:

• Closing tickets as quickly as possible
• Making customers feel valued
• Truly listening to their concerns
• Measuring your performance to constantly improve your results

Your customers will appreciate the effort you make to delight them, and the rest will happen by itself!