Customer support software is important for all companies, be they B2B (business-to-business) or B2C (business-to-consumer) and regardless of whether they are just getting started or if they hit Inc.’s list of the country’s fastest growing companies like Shopper Approved did this year (2016). The idea to keep clients happy so that they’ll keep coming back – and referring others – to your company. If you disregard the importance of help desk software, you may risk losing some of your most loyal clients.
Here are four typical customer service scenarios that a good customer support software can help resolve:
#1: Non-Automated Transferring
Cecilia called up her mobile phone provider to ask why her bill reflected an overseas call that she didn’t make. The customer service agent checked her bill and noticed that it was only a few cents over the regular amount. The agent downplayed Cecilia’s concern, but at conceded to transfer Cecilia to the appropriate department (billing). Because there was only one agent currently working in the billing department, she had to wait and eventually just hung up.
What could have been a simple, online help desk request for assistance soon escalated into a major issue: Cecilia was threatening to cancel her subscription. Nothing infuriates a customer more than feeling ignored. Customer service software could have easily and automatically connected Cecilia directly to the billing department who would have responded by email or phone to Cecilia as soon as the issue was found. All live customer service agents need to learn to feel empathy for their potential and current customers. But the trust is that not all of them do. Hence the need for an automated system.
# 2: Huge Call Volumes about the Same Issue
A software development company was having a field day selling its first game app. But its development team soon discovered a bug and told management about it. It was a minor bug and the company thought it was not critical. Soon, customer service was inundated with calls and emails complaining about the bug. With only a small customer service team, the calls overwhelmed the company, many of which asked for a refund.
Customer support software could have highlighted the bug issue through a step-by-step bug repair guide in the Knowledge Base section of the FAQs and comment/contact us area. With software like Rhino Support, this is easy to set up and would free up the frontline from numerous recurring calls about the same subject.
#3: Piled Up Complaints
Avery thought her online store was on the right track. She was meeting her monthly sales quota. Little did she know her website’s email—the only one published on her site—was inundated with complaints that dated back more than a month. She realized that with their unaddressed complaints, these customers were not likely to revisit her site.
Help desk software could have easily connected her official email to her personal account, or connected those accounts to a portal where she could check all customer-related emails and reply to them using canned responses when applicable. The system would have alerted her of the complaints and she could have responded fast. Often, trust is built when customers feel their concerns are addressed, even if they’re a little unimpressed with the product at first.
#4 Live Chat Option Would Have Really Helped
Marisol had just one yes-or-no question before she bought the avocado tree that she had always wanted. First, she searched all over the website to see if she could find the answer. Then she looked to see if the company provided a live chat agent that could quickly help her out but to no avail. She didn’t feel like picking up the phone or sending an email so she clicked off the page and went somewhere else. Providing a live chat agent, part of any respected customer support software, would have quickly solved Marisol’s simple question resulting in at least one sale.
These are but a few of the issues that help desk software would have resolved to really make a difference to the bottom line. Why wait for these scenarios to happen to your business? Order Rhino Support today!
Thanks Financesonline.com for contributing to this article.