You've set up shop, advertised extensively, and you seem to have a decent amount of business. Is that enough? If you want to get an edge over your competitors, you need to be providing excellent customer service. These factors will help you determine how effective implementing help desk software will be for your business:
Size of the team
Many small and medium-sized companies don't have a full-time customer service team. When engineers and operations employees double up as customer service agents, their time, effort, and attention are split between donning these two hats. Apart from helping out customers, they have to do well at their core roles too. This can affect both the customer experience and their overall performance. Help desk software offers all the right tools to quickly track and respond to customer questions, while ensuring that your team doesn't suffer from burnout.
When you do add your first customer service employee, they're only going to be as effective as the tools they use. A good help desk helps take some of the stress off your first hire by giving customers access to a self-service knowledge base with answers to frequently asked questions and suggests solutions to your agent so they can quickly respond to customers. If a service ticket needs some help, they can collaborate with colleagues and easily solve it without agonizing call transfers.
If you have a large team, it is very important to monitor your team's performance and customer satisfaction levels, both individually and as a whole. A good help desk can make this harrowing job a lot easier by keeping track of customer feedback and performance indicators in a single place.
Maturity of offering
When you build a product that is very technical or otherwise needs help to understand, customers are going to reach out to you with a number of questions. These questions have to be tracked and answered, regardless of whether you have a dedicated team. Some of these questions can provide extremely valuable feedback about the product and can even unearth new ideas. Help desk software can assist you by keeping an eye on support tickets and notifying teams of their presence.
If you're in the service business, you are constantly interacting with customers and prospects. A majority of these conversations are questions regarding the service that your business provides. To answer these questions, you need supplementary information from your sales and operations departments. Since you can't afford to spend a lot of time hunting for information, the help desk allows you to organize information about customers, queries, and services in one place.
Criticality of Customer Service
What is the biggest factor that draws customers to your brand? Your ability to provide exceptional customer experience, consistently. While product quality and advertising campaigns create interest around a brand, quality customer service sustains this interest and contributes to customer satisfaction and experience. When customers contact the customer service team, quick resolutions from a real human can work wonders for your brand image. By becoming synonymous with good customer service, you attract prospects and convert existing customers to brand evangelists.
Communication delays, a lack of available solutions, and inability to handle ticket flow all cause customer service slip-ups. These issues can quickly put a dent in your hard-earned reputation. A good help desk mitigates most of these problems by integrating information from different sources, enabling effortless communication across the company, and automating ticket flow. This way, your customer service team can focus on building long-lasting relationships with your customers.