So you agree that good customer relations are critical for success. But are you aware that they don’t end after the sale has been closed? According to a modern business theory, it’s actually when everything begins. Whether it comes to time, effort, or money, retaining a loyal customer makes much more sense than acquiring a new one. And that’s why all our attention goes to your help desk support.
These are the 5 help desk practices that will help you rise to the top.
Invest Your Time in a Knowledge Base
A reliable knowledge base is the one that stores and manages all the crooks and crannies of your products and services. It’s your organization’s collective repository of know-how, a system that makes your business intelligence easy to access and find. When on the cloud, a knowledge base is available 24/7.
Why is it important in the context of customer satisfaction?
Because modern-day customers do not have patience nor time to wait for your help desk to resolve their issues. They expect you to have every answer pre-prepared and ready to implement in a matter of seconds. Since no help desk agent is a know-it-all machine, a knowledge base is your only solution.
In most organizations, knowledge bases are mainly internal. By externalizing your collective know-how, however, you’re equipping your customers with all the same information that your help desk agents possess, therefore enabling self-service and reducing the volume of tickets at the same time.
Implement a Reliable CRM System
Then again, not every help desk solution is universal. Depending on the customer’s own level of product knowledge, the same question may sometimes require two different answers – one straightforward and brief, and other comprehensive. Exceptional support asks for personalization too.
In help desk and beyond, personalization is achieved through CRM tools.
Help desk CRM is very similar to a knowledge base, only instead of product and service information, it manages customer data. Together, these two systems enable help desk agents not only to find the best solution, but also to custom-tailor it in a way that fits the customer’s specific requirements. This implies individual needs and wants, including their level of awareness and preferred language styles.
For more help desk CRM features, visit https://www.bpmonline.com/crm/help-desk.
Design Your First Digital Assistant
As Harvard Business Review states, the most valuable factor when determining customer loyalty is lowering customer effort. Even though the factor at hand is mutual to all modern-day customers, the reduction of the effort itself can also be subject to personalization. While some customers prefer receiving their answers from a human agent, others feel more comfortable chatting to a digital one.
Chatbots are already so beneficial that 80% of companies are planning to employ them by 2020.
For a time being, digital assistants can answer only to simple queries. Their programming allows them to retreat when their predetermined problem-solving capacities are out of their depth, though, at which point they refer the customer to the human agent. They are available 24/7 across different channels and devices, and they are finally cheap and very easy to design, customize and implement.
Create a Help Desk Language Style Guide
The way your help desk agents talk to your customers has a big impact on your brand. The power of personalization is in effect here as well, as people respond to different language styles in different ways. Even so, effective communication leans on a number of rules that must never be circumvented.
Take tone, for instance. It must be consistent throughout your help desk, thus defining your team’s collective voice. Active listening and positive language play a vital part as well, enabling your agents to reassure your customers and lessen their frustration. The answers must be brief, clear and concise.
To help your agents avoid certain “negative” words like “unfortunately” or “inconvenience”, equip them with a support lexicon or a set of language style guidelines. In time, these guidelines will allow them to develop their own vocabulary and to build templates for saved replies based on best practices.
Conduct Regular Customer Satisfaction Surveys
Always keep a watchful eye on your helpdesk agents. We’re not necessarily talking about some kind of a Big Brother monitoring system, but about regular performance reviews that are made by the customers themselves. Feedback is a fast track towards improvement, so don’t be afraid to ask for it.
The truth is, a modern-day help desk requires modern-day solutions. All the best practices are already included in the business optimization technology such are intuitive knowledge bases, CRMs and chatbots. Only with their help can you expect your help desk agents to satisfy and retain your customers.