Consider These 9 Significant Features Before Choosing A Help desk Software

Customers look for the best-in-class services and you cannot ignore them when they seek support from your brand. Every business is unique and so are the customers, to cater to their demands you need to know the right hacks because, today, customers are not only seeking a quick 30 minutes delivery while ordering their food, they also check your reviews before they trust your brand.

And, did I tell you, to become a brand you need to consider these features that the best help desk software should have?

1. Omnichannel Support

As I said, each customer is unique and they have unique preferences of channels. So, how do you interact with your customers? Customers like to reach your brand with channels that they prefer and they seek a prompt response. Make it easy for them to reach you via Email, Voice, Chat, and Social allowing them to raise their queries without any trouble.

Help Desk Ticketing Software allows agents to handle multiple chats simultaneously and remain connected with customers throughout their journey.

2. Automate Ticketing Operations

Agents’ efficiency is reduced with repetitive and mundane tasks. Start automating operations with ticketing system software. Tickets can be created for each interaction and prioritized on the basis of preset parameters. Intelligently route the customers on both passive and active media, ensuring first call resolution and hence a significant increase in customer satisfaction.

Help your agents preserve the context of the conversation by merging tickets with the same context automatically.

3. Self Service

Today’s customers need all the answers on the go and they do not like to wait for a delayed response. How would you address their queries post office hours? Customers do not have defined queries for definitive working hours and if they escalate from your brand, you will lose potential customers.

Avail the option of self-service and let the bot answer routine queries. Publish FAQs on the website to avoid mundane and repetitive queries which would save agents’ time and would lead to customer satisfaction on a greater level. Allow your customers to raise their queries on the customer portal and check the ticket status when they like it.

4. Single View of Customer Journey

When agents have a holistic view of the customer journey, they can deliver to customer’s expectations. Agents can make well-informed decisions when they have relevant information like previous interaction history, thus ensuring first call resolution and increasing productivity.

A ticketing system software enables agents to prioritize tickets on the basis of data available on their dashboard and avoid SLA breach.

For instance, Shein has asked for a refund on her canceled order, the agent is already aware of her product details and could inform her instantly about her refund status.

5. Mobile Support

Quick mobile support is needed for field service agents to have complete visibility of the ticket that includes ticket status, query, etc. A mobile app with geolocation functionality allows agents to track customer’s location in real-time and update the ticket status instantly.

When Ron delivered the product to Mrs. Walker’s office, he can instantly change the ticket status from pending to delivered and Mrs. Walker will receive an email with the confirmed delivery message on the go.

6. Smart Routing Rules

How would you like it if you were given control of routing tickets to agents? With smart routing logic in help desk software, you get to choose the filters you want to use for ticket routing. Do you have different departments dealing with Email, Social and Chat? You can choose channel-specific routing, keyword-based routing, and Email ID of the customer to prioritize the ticket and route it to the right campaign, queue, or an agent.

7. Understanding the Voice of Customers

Do you know how’s your brand performing in the market/industry? Do not wait, ask for the feedback to observe a pattern and act on it. Yes, the customer’s voice will solve half your problems because then you will know the most challenging features of your brand that you can improvise. In help desk software, get the capability of capturing feedback through IVR, Email, Chat, Social Media, etc.

For instance, Shein posted a feedback comment on Facebook and she is happily advocating about the services provider, you can leverage this feedback to have a promoter for life.

8. Sentiment Analysis

It is easy to analyze customer’s moods on a call but how would you gauge their mood on passive media? With sentiment analysis, you can understand their current emotional state based on the text interpretations. Agents can prioritize their customers when they are irritated or dissatisfied with the services. Heat Map Index helps in understanding ticket criticality that inculcates factors like Ticket Status, SLA, Ticket Priority, Customer’s Emotional State, Unanswered Tickets, etc. This helps agents prioritize the tickets and pick the tickets that need to be resolved urgently to avoid any escalations.

9. Knowledge Base Repository

Your sales reps need quick answers to help customers instantly on a live call. Provide them with a knowledge base repository that includes FAQs, important articles and other relevant information so that they are armed with the answers that customers are looking for. This increases agents’ productivity and higher resolution rate because customers get the answers on their demand.

Customers will not raise tickets when they can easily find answers to their queries and agents can focus on critical tickets as needed.

Now, that you have explored these features, make sure to tick these when you choose the right help desk software for your business which is easy to integrate with your existing system and latest CRM applications.

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