Helpdesk system - A paradigm shift in customer service experience!

Oh, the sweet nostalgia that is still associated with mom-and-pop stores of the 80s! The sellers and buyers shared more of a personal bond rather than a provider & buyer one. Every seller had buyers’ name on top of their head and could practically tell everything about them right off the bat! 

 But time flew by, things changed and so did people. Snapback to reality and in 2019, the seller/provider and the customer are miles apart. So putting face on every buyer and coping with the torrent of customers at the same time is truly a tough task. And frankly, the seller of 21st century has too much on his plate which goes beyond selling the products/services (read customer service that has been a buzzword for the last couple of years!). 

 So how does a service provider ensures that nor its customers suffer from lackadaisical selling services as well as after-sale services and neither its team is overwhelmed by the deluge of customers trying to hog for corrective measures? That is where the helpdesk system snoops right in and saves the day.

 A helpdesk system is a one-stop solution for customers who feel he or she is stuck in the lurch for too long or feels like he or she has been wronged in some way. And how does it detangle customer service intricacies for a business? Well, have a gander how helpdesk streamlines the process of customer service-

 UNIFY THEM

The trick to an efficient communication channel is when both the entities listen to each other. But as the consumer market has experienced multi-fold growth, the communication channel tunnel to has widened up- be it through calls, emails, texts or in person, resulting in the effectiveness going down making the customer services process more riddled and complex. But with the Helpdesk system, a company can ensure that all the means of communication funnel right into a single platform. Once various sources of communication have single ‘destination’, customer service ticketing system sorts out the queries and complaints as per the requirements, assign a unique number to them and forward them to person(s) adept in handling the queries/complaints akin.

 READ INTO IT!

Once the communication from the customer’s end has reached the designated “fixer”, the next step that an efficient helpdesk system relies on is the thorough analysis part to read into what a consumer expectation. Understanding a consumer’s need to happen at this stage by purging out unnecessary noises and utilizing a workflow automation tool to provide him/her a definitive solution. The important expect at this stage is the more a company reads into the fine print, try to understand things from the point of view of the consumer and make genuine efforts to make sense of the origin point of the issues, the better will be the solution.

 MAKE A CONNECTION      

Once the company has looked into the problem with the utmost prudence, the next step is to convey the message to the customer. Yes, it is the era of Artificial intelligence and machine learning, yes more and more business houses are embracing this “human-less” interface but it is important to keep in mind that an efficient helpdesk system will always give a face to the consumer to talk to! More than 92% of the customers expect the “thing” they are talking to about product/service issues is a human being rather than a chatbot! By establishing this connection and introducing an element of humanity in the whole problem-solution lifecycle, an intelligent helpdesk system can really make an average customer service turn into an exemplary one.

 GO BACK TO GROUND ZERO 

Last but definitely not the least by any measure, once the solution has been delivered to the consumer, the company can use helpdesk system to go back to ground zero and measure up the level of satisfaction that consumer experience. Once they have 360-degree feedback of the whole process then, the next step is to crush those satisfaction ratings and numbers into a pattern for better problem-solving matrix for the future. Doing so, the helpdesk system practically acts as a preventive tool for a customer’s problems/queries rather than a cure. This preemptive step can play a vital role in extending the relationship cycle with current consumers as well as future ones.