Help desk software to create better customer experience for your enterprise

Help desk software

What does help desk software do?

The help desk is the technology that performs core tasks, but ideally it can also be your partner in scaling up。Traditionally, help desks are based on government and business best practices such as ITIL (It infrastructure library) define its goals and processes。ITIL's goal in dealing with customer issues or incidents is to "restore normal service operations as quickly as possible and minimize adverse impact on business operations。」"Mikkel Svane, Zendesk's CEO, once said。Not all help desk solutions are created equal, and not all help desk solutions play the same role。Nevertheless, it still has the following basic elements:

How does Zendesk help Desk solve support problems

客戶滿意度對於大多數成功的企業而言都至關重要,而客戶有兩種主要類型:外部客戶,即您建立企業為其服務的人;以及內部客戶,即您的員工。Smooth, full-channel help desk software is now the standard。But what does meeting customer needs mean in the long run?Whether positive interactions have the same impact in the long run as negative ones?根據Zendesk Customer Service Survey 201897% of respondents said thatPoor customer serviceWill change buying behavior, and 87 percent of respondents said,Good customer service -- whether it comes from a phone call, instant chat, or email -- changes buying behavior。

Why do you need help desk support software?

There are many reasons to consider upgrading help desk support。In general, you might find that the team spends too much time manually tracking work orders in a long list of emails, plus manually filling out forms。It doesn't have to be this way -- you can use software to centrally manage this convergence in one place。

Help desk support software receives customer queries and questions from multiple sources and converts them into traceable work orders。You don't have to deal with any forms, you don't have to communicate, you can see who's doing what, and you can process individual work orders。運用On-line work order systemCan improve efficiency, let you get twice the result with half the effort。

Help desk support software also ensures that customers contact the right customer service staff。Customers can get help without having to repeat their problems to multiple people and have a more enjoyable experience。Also, if the lead customer service person handling the work order needs help to solve the problem, other team members can be contacted in the help desk support software without confusing the customer。

Help desk support software not only speeds up processing, but also gives you insight into your customers。Customer feedback is vital to any company, and a work order processing system allows you to be proactive, gather information and share it with different parts of the organization。You can then use this information and insider knowledge to build a call center for your customers。

The main goal of the help desk support software is to give you the tools to let your customers know that you listen and understand them。The following describes the basic operation of the help desk support software:

Customers contact you via email, phone, SMS, website, chat and social media with business related questions and questions

The system creates a work order for each question and automatically links to the customer's past information (if applicable)

Work orders are assigned manually or automatically according to business rules

Customer service staff can easily collaborate with other team members to get help when dealing with work orders

After the customer service personnel solve the problem, they can give notice through the customer's preferred communication channel

Administrators can establish workflows and assign different levels of tasks to customer service personnel

Who is using the help desk software?

Excellent help desk is the core of excellent customer support。Help desk software enables support agents to track, prioritize, and solve customer support work orders。但 Zendesk 不只是一個服務台軟體;它是一個用於客戶服務的雲端式軟體與互動平台,可提供全通路支援。This means that customers can come together in one place to interact using phone, chat, email, social media, and any other channel you can think of。

Zendesk helps streamline customer support with time-saving tools like trigger programs and self-executing programs。The help desk software is intuitive and easy to use because it focuses on the customer and the help desk agent。Great customer support starts with the right tools, and with Zendesk, you have everything you need to build the best customer experience。

Help desk software is available for all types of teams and companies

Build your own workorder processing software

Quick personalized responses

Customer service desk agents can build and share their own macros to quickly respond to repeated customer inquiries with standard responses。

Custom view

A personalized view enables the help desk agent to view queues based on work order status, trustee, group, or other criteria。

Apps Marketplace

Use our Apps Marketplace More than 500 apps and integration to take full advantage of Zendesk products

Work together to improve efficiency

The team cooperation

Zendesk's web-based help desk solution enables support teams to collaborate and use arbitrary resources問題Share information with private comments。It also displays the latest information about who is reviewing work orders at a given time。

Enable others to serve themselves

Gain insight

Using Zendesk's reporting and analysis tools, you can gain insight into what matters most -- whether it's team performance or customer satisfaction。

Zendesk Support ticket sample with internal note

Don't just try to catch up with others -- try to lead

Get the right information from the customer

Dynamic request formThe and job order columns enable support job order agents to obtain more background information, so that they can be prepared to conduct conversations with customers and provide more personalized customer support。

Never miss a deadline

The built-in SLA allows help desk agents to set their own parameters and keep track of specific work order status, down to the minute。

Carry a help desk with you

Our native mobile app enables help desk agents to respond to customer service requests even when they are away。

友情链接: 1 2 3 4 5 6 7 8 9 10