Do you have a customer help desk for your Web site? And if so, are you using it to your fullest advantage? Does it handle your customers' online queries and problems while you're out of the office? Does it help your employees in serving your customers? Here are the top three ways to best utilize Web-based customer help desks:
- Track help desk tickets for quick response.
- Offer FAQs (frequently asked questions).
- Provide your customers with interactive self-service options.
Go for customer support automationCustomers get easily frustrated when they must wait for answers about a product or service problem, mistake, or mishap. This is especially true for an online consumer, who wants an answer as immediately as he can access your website.
Customization is keyYour online help desk solution should be customized to your business - from appearance to language options. Don't forget the now-standard FAQ link for your site for immediate answers to the most common queries.
Help your employees help your customersDoes your help desk help your employees serve your customers to the best of their abilities? If not, look at new solution to add to your existing help desk services – or consider switching providers.
Reap financial benefitsA help desk means saving and earning money, if you're using the help desk to its full potential 24/7. Today's "I want it now" online consumer is not going to wait. They want answers immediately, not just Monday through Friday from 9 to 5.
For medium-sized businessesSome providers offer higher-end solutions for the largest small biz – or the medium-sized biz, so check these out.
- Find the Right Fit: Many help desk solutions are designed to grow with your company, which is great for a small biz.
- Think flexibility: The best help desk software allows you to select from different licensing levels, fee schedules, and appearance – all based on your company's needs.
- Try it for free: Most help desk providers allow you a free trial before you commit to their program – take advantage of this so you know ahead of time what you're getting.
- Support: Make sure the provider you use has a reputable support system in place in the event of a problem with their service.
- All in one: Most customer help desk providers also offer call center handling, so check that out.