Look for productivity features in your helpdesk that directly impact CSAT
Your helpdesk likely offers a number of features that you can use to impact CSAT positively before it even takes a dip. By striving to provide excellent support for your customer before things become issues, you help to improve CSAT, too. Your goal should always be to be ahead of the ball.
OMNI-CHANNEL SUPPORT FOR EASIER HANDLING OF CUSTOMER CONVERSATIONS
As a customer, it is frustrating to be bounced from place to place without knowing where you’re going to end up. It is even worse to be told to reach out on another channel. For example, if a customer calls in for support, and they need to be redirected to another channel, your company should handle the redirection for them. The customer should never hear “Oh, you just need to reach out to us at our email, it’s…” and, if they do, you can likely expect to get a negative CSAT rating from them.
Omni-channel support gives you an automatic boost to your CSAT because it funnels people into the right channel, and allows them to switch between channels as needed with minimal effort. It is one of the best things that you can do for customer satisfaction.
SELF-SERVICE FOR TICKET DEFLECTION
When people run into trouble, they usually just want to get the answer to their question as fast as they can. They don’t want to have to wait for a response from someone, and they don’t want to have to talk to someone and explain what the problem is; often they already feel a little silly for not being able to find the answer in the first place. Because of that, self-service is the preferred method of support for many customers. But that’s not the only reason why self-service and documentation are beneficial for customer satisfaction.
Self-service and providing documentation for your customers also allows you to deflect some of your tickets, thus dropping down volume and allowing your customer support representatives to give even more focus and attention to the tickets that they do get. This is a great way to boost positive responses to your customer satisfaction surveys.
AUTOMATIONS FOR IMPROVED PRODUCTIVITY
A good helpdesk will offer you tools such as saved replies or automated responses that can help your team automate some of the things that might be taking up their time, and make an impact on time-based metrics. Much like providing self-service and allowing for ticket deflection, for every bit of time that your representatives can save by using a workflow or a canned response, they are able to use more time to focus on crafting excellent responses or making progress on projects to push forward your support team’s goals. Automating away things that don’t have to be done by a human is an excellent way to create more space for productivity on your team without having to hire more people.