Fresh Support Solutions
A while back we used a convenient tool called Tweetdeck – a third party social media dashboard application useful tool to help for management of Twitter accounts. It was such an excellent instrument for social listening and marketing campaign management and we enjoyed it thoroughly for its purpose. What if you could, however, have a tool to help run all your software tools crucial for most of your online operations?
As an online retailer, selling gadgets or clothing apparel, a helpdesk software can help you store multiple queries coming in from many places. You will be then able to automatically categorize, prioritize and respond to them as and when needed but more importantly – quickly!
If a customer for instance emails you to ask when a brand of shoes or model of your product will be available, but it is only available is three months away: when the customer contacts you again on Twitter in three months, a good helpdesk software will provide you with the context of the previous conversation, so you know in advance what the customer is going to ask. You can use such knowledge to respond to queries and even be proactive with your answers.
Such helpdesk software can also seamlessly merge these two conversation threads across a well set up Email system and Twitter, so it is easier for you to manage without having to switch between tools. The customer will still get the response on the channel they contacted you on to respect their preferred mode of communication – after all, the customer is always king, right?
A cloud-based, help desk software can aid small & large Enterprise businesses with building relationships with their customers more efficiently.
On the business front, small to medium-sized businesses require helpdesk software with powerful automation capabilities. Such automation enables the respective support teams to focus purely on attending to support tickets while it simultaneously handling routine helpdesk tasks. Mid-sized businesses looking exclusively on proliferating likewise, require a fast, scalable solution that helps their teams be as productive and efficient as possible.
A good helpdesk software like Freshdesk can help in both situations and here is how:
• It can automatically tag, categorize and prioritize incoming requests and assign these queries to your agents based on your requirements;
• They are much more efficient than email since you don’t have to juggle the same inbox, folder structures and logins between various team members.
• It can help one setup SLA policies to ensure your agents’ honour deadlines for solving customer problems. In case deadlines aren’t met, helpdesks can also automatically escalate tickets to managers.
• Prevent duplication: it will automatically ensure that multiple agents aren’t trying to answer the same ticket and stop customers from being spammed by multiple responses from your agents.
Though the very essential product (and some of the add-ons) are for free, there is no such thing as a free lunch. The paid packages include a lot more functionality and allow for more customisations. The prices for the Freshdesk bundles range from 18 USD for small businesses to 86 USD for larger enterprises. Like with most cloud subscriptions, you can start with a free trial.
As with the Internet, Freshdesk is continuously evolving to add more useful features such as their newly released ‘Freshping’ (monitors your website every minute & notifies instantly if your website goes down) and ‘Freshconnect’ (allows team, partners and agents to collaborate on one platform).
Then there are several other practical linkages to popular software such as Dropbox (File storage/sharing), Google Hangouts (Chat service), Dynamics 365 (CRM and ERP tools), MailChimp (Email marketing), Microsoft Teams (Collaboration) and other Artificial Intelligence (AI) (Soft Signals) software.
On an Enterprises level, teams need a way to measure their team’s performance and implement strategies to improve rapidly where necessary.
A help desk software can help enterprises by intelligently managing agent availability across shifts, different geographies, time zones, languages and route tickets to the right agent to get the quickest response possible; integrating with other tools the business uses such as CRM software, billing and payment systems, package trackers etc. to get the right information necessary to solve a support ticket – bringing your sales, marketing and support teams together.
Though we focused on Freshdesk, there are many helpdesk software out there, so it is good to choose based on the value-add.