What if I don't get a help desk software at all?
There are tools to help with most business operations. Some of them are worth the hype, while some are more trouble than they're worth. If you're apprehensive about trying a new tool or spending your time and money on it, your concern is valid.
That said, as your business grows, tools become necessary to work more efficiently and create a consistent quality of work. Of course, it's reasonable to analyze the profitability and potential ROI before you invest in a tool. Today, we'll be helping you do that for help desk software.
“How do you determine your customers issues and feedback with your business?”
You’ve come to the right place.
5 customer service crises that are hard to handle without help desk software
- Communication channels
- Customer data
- Increased ticket flow
- Team collaboration
- Performance metrics
1. Communication channels
How do you record requests from multiple channels if your customers reach you via their preferred platform? How do you maintain call logs and record issues? With many ways for customers to reach out to customer service, keeping tabs on all your tickets can be complicated and exhausting.
2. Customer data
How do you respond to a customer when you don't have their history or information? Contacting different departments and checking various sources causes unnecessary delays and multiple call transfers. Consequently, this may impact the quality of your customer service and make customers unhappy.
3. Increased ticket flow
What would you do if there was a sudden influx of customer inquiries? A sudden spike in questions or requests can make it harder to streamline your workflow. As a result, your team may wind up overloaded and struggling to pay attention to each customer. At the end of the day, your customer service center will look like a battlefield with frustrated agents, angry customers, and agitated managers.
If you're ready to test out, sign up for a 15-day free trial of Zoho Desk software now. Then walk through the features and explore the advanced automation, Meet Zia - The AI assistant, Draw a Blueprint to advance process automation, Enjoy the easy UI, and then decide which edition you want to buy.
4. Team collaboration
How do you keep your team on the same page when they're saddled with an abundance of calls, chats, and meetings? The time that could be spent closing tickets is instead spent on organizing meetings, contacting departments, and keeping tabs on your tickets.
5. Performance metrics
How do you keep track of agent and team performance as they pore over long, winding reports for each metric? Any time a situation arises that needs a manager's attention, the manager may find themselves unable to grasp the situation and take effective action without the appropriate information.
In the absence of help desk software, your customer service team can easily find themselves drowning in paperwork. Your agents and managers will be spending time on menial tasks that could be easily automated, instead of focusing on helping customers resolve their issues and enhancing their experience.
A Beginner-friendly Guide for your businesses
Check out our help desk guide to prepare in more detail and make an informed decision.
industry’s first context-aware help desk software, with multi-channel capabilities that provide smart multi-lingual support, and is trusted by users around the globe.
Explore the advanced automation, Meet Zia - The AI assistant, Draw a Blueprint to advance process automation, enjoy the easy UI, real- time analytics, self-service help center, and then decide which edition you want to buy.