Why the Right Help Desk Software matters
This post was originally published on CX Master.
If you want to invest in customer support software such as Freshdesk, you may be wondering if the cost of the software will pay off. It can be tricky to calculate the return on investment (ROI) of your new tools.
One of the things you need to consider is if it will bring in revenue. Most help desks are cost centers, but if the software reduces the cost of doing business it is still a benefit. This is one of the most important questions that you must get answers before you start using the software. The software can be effective in measuring the impact of your actions on the business metrics. It is possible to make customer support into a revenue generator and not just a cost center.
Nowadays, things are changing, and more customer support teams are focusing on driving growth in businesses and proving their worth to the business. Using the right software can make your customer care more effective in generating revenue. Freshdesk, for example, can help you streamline your customer conversations, automate your repetitive work and collaborate with other teams to solve problems faster. Software for help desks should save money and bring money into the business in order to create a return on investment.
How to Measure Your Investment in Software
If you are at the stage of putting processes into place to support your business’ customer of if you want to fix some gaps in your system, the right help desk package will ensure that you get back to all clients in a timely manner.
This is an important baseline to meet. If you miss one email just once, you can cause your customers to stop doing business with you. 86% of customers quit doing business with companies because of poor customer service. 51% of customers quit doing business with a company for one poor customer experience. All the lost customers lead to lost revenue. Read on to understand different ways of investing in help desk software, save revenue in your business, and increase your customer service team’s ROI.
Move to a Streamlined Queue
Help desks were originally made around the idea of tickets. This can still be seen at the butcher. You take a ticket number and get services in the order that you came in. Nowadays; your businesses shouldn’t treat customers like tickets anymore.
It is important to adopt a nuanced approach to organizing questions from customers. You can become adept at managing messages from customers by using modern help desks. You can achieve this by prioritizing customers who seem to be more upset or customers who have a high opportunity of converting to paid customers. Businesses should invest in help desks that offer better management of queue. This will make customer support teams to more effective.
Self-service Should be Part of Your Customer Service
Businesses should have the ability to offer content in the form of FAQs and knowledge base articles to help customers be able to help themselves. Businesses should understand that self-service is another form of customer service. Self-service carries the highest ROI for different reasons.
Customers like being able to help themselves. 70% of customers like to see an option on your website where they can help themselves. If you don’t offer this service, your customers will be frustrated and will need to contact you. On the other hand, 73% of customers prefer researching for answers on their own instead of talking to a human over social media and live chat. 81% of customers also try to help themselves before contacting human support.
Investing in software that allows self-service keeps the customers happy. Customers will keep coming back when they find it easy and convenient to do business with you. Apart from customers helping themselves, self-service also benefit you as a business owner or manager. Self-service is a cost-effective way of helping customers to resolve issues versus other business help channels. When you get self-service right, it is a cost-effective way of making your customers happy.
Personalize Each Transaction
You can build your customer loyalty by investing in your customers. You can focus on building good relationships with your customers beyond transactions. We should form holistic relationships with customers instead of treating the problems of our customers as a series of events that don’t relate to each other.
You should, first of all, know who your customers are before you think beyond the transaction. If all your customer service team can see is the question at hand, they won’t have a nuanced and personalized conversation about their customers’ needs.
Your help desk can provide additional context with different conversations. For instance, they might show you the last four conversations the customer initiated. If you have integrated your help desk with your CRM, you can see when the renewal date is coming up. You will also see how many users they are paying for. When the context revolves around the history of the customers, you can tailor your approach. You can easily see what your customers need and offer it.
Provision of valuable data
The return of investment of customer support is not always tied to sales
You can use important data from your customers to enhance the efficiency of service delivery and improve the quality of your products to suit your customers’ needs.
Investing in Helpdesk Software Money Well spent
Calculating the customer experience return on investment is a critical requirement for frontline teams. It is important to know how our actions affect the business. When we connect our customer support goals to the business goals, we move from making our customers happy to
A Help desk plays a crucial part in the journey of connecting customer interactions and making money. This can be through increasing the power of your support team, improving the loyalty of your customers or uncovering important data. With all these, a help desks can deliver a huge ROI.