Entry Software Corporation

Entry

Customer Satisfaction

Online Help Desk Support

by Leave a Comment

When customers need answers the online help desk is where they turn for support

Managing your business can be overwhelming at times. Especially when multiple customers are requiring attention simultaneously. You can organize messages, answer customer questions, and provide assistance in a timely manner using the help desk. This provides great customer support and keeps everyone happy!

Advantages of online help desk

Online help desk  software support customers that are expressing the need of technical assistance related to computer systems, hardware, and software. This online support is responsible for assistance in troubleshooting, answering questions and solving any problem users might be experiencing. The software works towards organizing questions and issues that may come up, in a nice organized list; making it much easier to manage and assess problems or questions. This allows the help desk operators to find quick solutions for problems that may be occurring and provide answers to the high frequency of questions directed towards them. Help desk operators can also assess these frequently asked questions and assign them to the correct department for answers. This can help distribute work amongst employees to ensure no individual is overwhelmed with questions or concerns. It is important to assign the right employee who can answer the customers questions effectively, to provide satisfaction.

Oftentimes customers have similar questions or concerns when browsing. Instead of answering each individual, help desk provides an option for immediate response to these users. This helps reduce the demand for answers to frequently asked questions while providing support in a quick and easy way. Customers that have unique questions require more than a quick and easy response. With help desk support these questions are organized and directed to an employee in the specific field the question falls under. This allows for proper analysis with the right person, giving the customer the best answer.

Assigning these tasks and problems to certain employees can help generate an effective workplace. The help desk provides a list of assigned problems that need to be completed. Using the list, managers are able to distribute tasks evenly to enhance efficiency. Employees have access to this organized list where they can browse commonly asked questions and unique questions that need answers. This creates a positive relationship between employees and customers. Help desk support is an important tool for businesses to keep your customers satisfied.

 

What Poor Customer Service Will do to Your Business

by


We’ve all heard the saying “what goes around comes around”. This means the consequences of one’s actions will be dealt with accordingly. This saying is especially true when it comes to providing bad customer service. If you and your company offer less than satisfactory customer service, it is more than likely that there will be a result of a negative consequence. Think of it this way, if you provide poor customer service to one person, they will most likely share their subpar experience with friends and family. Their inadequate experience will either be spread through word of mouth or even worse, through social media. The following are the most common results of poor customer service.

1. Leaving For a Competitor

One of the worst feelings can be when a loyal customer discontinues using your product or service and uses competitors instead. Keeping customers waiting can be a prime example of why customers will leave. If customers are constantly being put on hold or if they are always hearing the phrase “we’ll call you back…”, they’ll get tired of waiting. Eventually, they’ll get sick of not being the companies first priority and leave you for a competitor. A way to avoid this is having exceptional customer service by never keeping your customers waiting around.

2. Negative Social Media Encounters

Everybody and their mother is active on social media nowadays. Information can be passed from one screen to the next in seconds. Having your company being exposed to social media can be one of the most detrimental things to happen to a company. This is because once people post something, it never leaves the internet and your product or service will always have a negative impression. If you keep customers happy, they’ll be posting positive comments recommending your business to a friend, rather than posting complaints about your less than satisfactory customer service. Complaints travel 10 times faster than compliments.

3. Lack Of Respect

If you don’t value customers, and act like they aren’t important, they’ll feel unappreciated. Disrespecting customers will often lead the customers to have a lack of respect for you. This relates back to the saying “what goes around comes around” because once you or your employees begin to show a negative attitude and disrespect towards customers, they will do the same to you. Not only will your customers disrespect you, they are more likely to stop using your product or service because of the negative experience they had.

In conclusion, in order to keep your business up and running, you need to have exceptional customer service tactics. The consequences of poor customer service can be detrimental to your sales. In the future, try and avoid less than satisfactory customer service in order to dodge the negative backlash from customers.

How Help Desks Make Your Customers Happy

by


Imagine you’re talking to someone and in a flash, a crowd of people approach you asking all sorts of questions all at once. It’s pretty overwhelming. Now think about websites, when they reach “over capacity,” it too feels overwhelming. This can be an ongoing issue that companies may be going through. Not only is it overwhelming on the receiving side, but also frustrating to the customers when they’re not getting a response. It leaves no one happy. A great and quick solution can be with an online help desk support to keep your customers happy!

Online Help Desk Support

Online help desk support can accomplish many tasks at once, some include: assisting with troubleshoots, answering questions and solving common problems. The software works towards organizing all the questions and issues that may come up, in a nice organized list; making it much easier to manage and assess problems or questions. This not only allows for an easier and more logical way to resolve problems but also lets the company see the type of questions arising from customers. They can now assign the common issues to the most effective department. Another asset help desks bring, is it can instantly assign problems to certain employees to answer immediately. This can help spread out the work amongst employees, instead of piling all the work on one. With this, the right employee can answer the questions effectively, which satisfies the customer.

When browsing through a new website many customers usually conclude to similar questions. Instead of having an inbox full of the same questions, your help desk can allow instant responses to customer’s simple and common questions. This can reduce the demand for answering frequently asked questions; also providing the customer with a quick and easy answer. Now, there are always customers who have unique questions that can’t simply be explained with a quick answer. With a help desk, after the customer submits the question the software will organize and notify the employee assigned to the certain field that question falls under. This allowing proper analysis with the right person, giving the customer the best answer.

Appointing people with tasks and problems can generate an efficient workplace. With a help desk, it also provides a list of all the assigned problems that need to be completed. Managers can decide what tasks need to be done, evenly distributing them so they can be completed in a reasonable time frame. All the questions and issues that may arise can be organized nicely into a list, so employees can see what needs to be done and the common questions asked. Working with help desk provides a positive relationship between employees and customers. To add, being able to instantly answer questions to customers will make them very happy because they can get a quick response and continue browsing through the website. A help desk software allows quick and thought out solutions to customers who have questions regarding a business. This will open up an accessible and easy-access website to your customers!

Four Key Ways to Reduce Customer Efforts

by


In the world of business, the customer is king. Although the business determines the product or service, customers are those that go out of their way to purchase. In our modern age, customers have a wide variety of options to shop from and thus businesses have to appeal to each customer specifically. This is known as keeping customer satisfaction high. With a high customer satisfaction, customers will be more inclined to spread the word about the quality of your business and your offerings. One avenue of increasing customer satisfaction is to have an efficient and convenient system of purchasing so customers put little to no effort in checking out. In general, people will be more likely to go with the more convenient option than to go out of their way to do business with you. To achieve this, there is a few simple systems a business can put in place to reduce customer efforts and increase overall customer satisfaction.

Provide an Online Self-Serve Service

It’s no secret that the internet is one of the greatest inventions of our time. It connects people from across the world, allowing them to interact and communicate with one another anytime, anywhere. Almost every home across the world has access to technology that can access the internet. This has lead to numerous opportunities for businesses everywhere to expand outside their region. Customers can access your product or services from the comfort of their own home. Although it may be simple, it is very important; move to an online space. Setting up and maintaining a website is both cost-efficient and cost-effective, not to mention it will boost your clientele to a national if not global state. This reduces the customer’s effort, they no longer have to go out to scout your business to doing so anytime, anywhere.

Guide Customers Through Simple Interactions

When a customer wants to purchase a product, they want a simple and quick method of doing so. Leaving customers impatient or confused will lower satisfaction and raise effort needed in a given transaction, which is not good for business. Input a system of simple and quick interactions between the customer and the business to keep customers happy! This can be done by clearly categorizing and price labelling which can be more effectively done on a website or landing page. The business can use SEO (search engine optimization) and other simple UI (user interface) so the customer can visually see what they are purchasing and for how much. When a customer can search for and claim their desire quickly with little effort, they are very satisfied.

Supply Customers with Avenues for Feedback

Your product, service or method of purchasing is never perfect and will always need to be refined with the changing times. Sometimes customers may encounter an issue with an aspect of your business. Encountering any issue will lower that customers satisfaction with the business, however, it is how the business deals with the issue that can benefit the customer and the business. This is done by having an accessible avenue for a customer to offer their feedback on their experience. If they have an issue, it is likely that other customers may have had similar issues. The business may not know about problems in their system but by having an effective feedback system, it can benefit the business while also have the customer be heard. These avenues can be verbal via the phone for example, or online in the form of an email, chat message or text request.. A help desk is a software that allocates an aspect of the website to receiving and organizing customers questions or concerns about the business’ designated customer service team. Having an accessible way of doing so reduces the customer’s effort when addressing issues.

Proactively Using Feedback Gathered to Form Appropriate Solutions

Once you have received feedback that has hindered a customers experience, the business must look at ways of forming a solution to the issue does not happen again. This could be altering aspects of your UI or SEO or be related to assigning more appropriate names for products. Whereas supplying customers with avenues for feedback allows customers to speak up, actively using said feedback gathered to form appropriate solutions makes the customers feel heard. This makes customers feel appreciated. In turn, the alterations to the systems will lower the customer effort as they will not encounter the same issues.

In the modern business world, customers are an important part of the business formula. Their experience with the product or service can influence increased sales. Having customers put little to no effort in their purchase raises satisfaction with the business. This is why it is important to have proactive ways of keeping their experience simple.

How Much Customer Participation Do We Want?

by


Is the lack of customer involvement a good thing? Sure, we’d all appreciated it from time to time if our customer’s would stay out of our hair. It would make our jobs a lot easier if we could work on the project without phone calls, questions, and demands from the customer, right?

But what are the downsides? While a project free of customer involvement and interference may sound enticing, let’s look at what problems this scenario can potentially cause:

[Read more…] about How Much Customer Participation Do We Want?

Devoting 100% to Project Customer Satisfaction

by

We all know the concept of “phoning it in.” It is the idea of just doing enough to get by; just sufficient to get it done, barely passable. Does that type of attitude show to our colleagues? Does it come through loud and clear to our supervisors and senior leadership? How about our project customers? Do they see that we are sacrificing quality for just going through the motions and getting it done? Try devoting 100% to customer project satisfaction. [Read more…] about Devoting 100% to Project Customer Satisfaction