Tagged: customer support

Why Help Desk Software Is Vital for eCommerce

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For a company operating online, effective customer communication is vital. The happier the buyers, the more repeat business you get. Today, consumers are accustomed to multiple communication channels. Your team may receive queries by email, phone, or chat. Some users will post comments on social networks. Therefore, it is imperative to ensure efficient handling of all incoming requests regardless of their source. Help desk software allows doing just that.

All Channels

The software enhances interaction between the buyer and the seller. Without special online solutions, your support team is prone to errors. Messages in a shared mailbox may be overlooked, and issue resolution may be slow. Without streamlined communication within the team and clear prioritization, you risk running into problems.

Help desk programs collect all incoming queries across different channels, directing them to a single environment. This way, all issues are easily tracked. In a ticket-based system, each request generates a ticket with information about the error, its status, and related data. Within the support environment, it is easy to monitor the status of each query and to see the responsible staff members. At each given second, the team must know which issues are yet to be resolved, and which employees are dealing with the active ones.  

Access to History

An important feature is the record of past interactions. Imagine that a consumer who first contacted you by phone emails you with a new request five months later. With proper software, you can instantly access their previous tickets and see the context of past interaction. Moreover, you will not need to switch between communication tools, as they are merged into one. Once you generate the response, the customer will receive it via the channel they used.

Key Benefits

   1. Performance assessment

With a specialized program, you receive the metrics to monitor your team’s performance. Their responses must be swift and flawless at all times. With the right tools, you can identify areas for improvement and fix problems once they arise.

   2. Convenience  

All requests, whether by phone, email, chat, or social media, are handled by a single piece of software. This speeds up the whole support process, as it eliminates the need for several logins and tools. In addition, access to records of past interactions enables staff to identify errors more quickly.

  1. Efficiency

Within an efficient help desk environment, most tasks are completed automatically. This way, the staff can dedicate their attention to customers’ concerns, which is the most important thing. Instead of wasting time on paperwork or maintenance, operators must tackle all incoming queries.

  1. Loyalty

Obviously, streamlined support processes translate into higher customer satisfaction. And happy customers come back for more. Reputation may not be bought. Smooth communication with your target audience boosts loyalty and attracts more clients.  

  1. Collaboration

With an automated system, all stages of resolving an issue are perfectly visible. It is clear what questions have already been dealt with, which need attention, and who is responsible.

Overall, help desk software is a must for e-commerce. Today, when communication is faster than ever, customer expect quick and reliable support service. Programs that merge all channels into a single environment ensure faster and more accurate handling of queries. Eventually, a suitable help desk system will increase your profits by boosting customer satisfaction and brand image.


Help Desk Ticketing System: Hosted, Automated, and Must-use Tool

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How will an enterprise establish a successful and money-making business? Right: the contentment of consumers with the wares they purchase and the manner an after-sales service is carried out are decisive. Besides, the second aspect can sometimes be even more important.

At a certain stage of development and progress, each company starts thinking of the way to easily and competently arrange the customers’ care service. Hosted help desk system can be an answer to this demand.

The ticketing system itself is a valuable assistant in servicing consumers. Only a satisfied user can be expected to recommend a product or a service.

What is the Use of Ticketing System:

  • It collects all the requests and queries in chronological order;
  • All the queries, attachments and other correspondence from one user, as well as the way the team members have interacted and reacted to them, are grouped together so that all the circumstances are clearly comprehensible;
  • The interface is visually easy to use, as well as the system possesses all the required functions and features to ensure valuable assistance to consumers.

Whenever an enterprise is thinking of a help desk ticketing systems, there are two options: to download software or to use one on the cloud drive. In the first case, it is essential to take care of a server, as well as of the relevant specialist to service, secure, and maintain its functionality. Besides, it is required to carry regular backups and checks to avoid any possible failures and problems.

With the hosted help desk ticketing system, the one on the cloud drive, there are undeniable advantages which simplify after-sales servicing and assistance to clients.

Conveniences of hosted help desk software:

  • There is no need to take care of a server, the one provided and serviced by Amazon will be used; it is quick, secure, and optimized;
  • All the characteristics and duties required from a ticketing system are provided in it;
  • There is no necessity to maintain the system working, backup data from the servers, and make the settings and tunings as all these are provided by the servers’ provider;
  • Data encryption is ensured, thus, a user may not worry about safeguarding them;
  • This is a system that is available online, from IOS or Android; it will be needed to download an app and start using.

Help desk ticketing system is providing the feasibility to make some actions in an automatic way. It means that on the basis of certain conditions which are set, the filters of the system automatically do certain defined actions. In such a way, the time spent on requests and queries processing is saved, while the time is working in a more efficient way.

When a company has approached the level which requires permanent and ongoing consumer service, it is essential to use software and tools which are featured to assist in this important aspect of company activity.


Why Ticket Management Differs from Help Desk Ticketing

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Today, successful e-commerce is unimaginable without efficient digital support solutions. There are two types of products installed by merchants based on their specific needs. Here are the main differences between them.

Help Desk Programs

Put simply, this software is the interface used by help desk staff. It allows the team to provide first-class support service, in addition to informing the customers about the company’s products or services. The application ranges from small businesses to B2B and B2C. Armed with suitable programs, the help desk is capable of resolving issues and providing counseling. This includes any products and services like computers, software, mobile devices, and others.

Help desk support varies in scope. Big companies use the platforms to merge several channels, as customers send their queries via different communication means. These include emails, instant messengers, chats on company websites, and social media platforms. On the other hand, small-scale internal help desks offer assistance to the company’s staff only.

There are three reasons for the popularity of help desk software:

  1. Efficient tracking of all issues on all connected devices.
  2. Eliminating the possibility of emails landing in the spam folder or getting lost in the large volumes of incoming data.
  3. Integrating all communication channels into a single environment, so that it no longer matters whether the question was asked by phone, email, or in a social media comment.  

Ticket Management Software

Ticket management is not just part of help desk support – it is its crucial element. This type of programs enables the team to maintain a database with details on customers, their problems and working solutions. Thus, it is an essential component of an integrated help desk software suite. Ticket management ensures prompt resolution of problems encountered by customers and staff and streamlined resolution process.

Each incoming request generates a ticket with a unique identifier, whose status is then easily tracked. At any given second, it is possible to see which issues are yet to be settled, by whom, and which tickets have been closed. Thus ensures visibility of all stages in the support process, as well as the division of tasks between employees.

Using the system, the support team may generate, update and handle all incoming tickets. No queries get overlooked, and each request is easy to locate and modify within the system. Customers are automatically notified about any changes in the status of their tickets.

Thus, a help desk should not be confused with ticket management, but they are interconnected. The latter is built into the former, and this combination is key to smooth support processes.