It’s Time to Kill the Traditional Inbox and Move to a Helpdesk

You’ve put your heart and soul into building your company, which is now growing at a tremendous pace. Well, that’s great news. However, with more customers signing up each day, it’s only natural for their support requests to rise exponentially. As the volume of the incoming requests increases, you might leave a few requests unattended because of a time or resource crunch or because you do not have an organized way of delegating these requests to your support agents. But if you let support requests pile up, you’re portraying the image that you do not care about your customers’ issues. Creating such an image reflects poorly on your brand, and might result in churn. This happens only when businesses or support teams use the traditional inbox for support.

But that’s not what you want for your business, do you?

You want to deliver a superior experience that will compel your existing customers to put in a good word for your business to their contacts. Hubspot found that 77% of customers who had a great brand experience were eager to share the same with their friends.
But before you can expect your customers to advocate for you, you need to deliver an excellent brand experience.  

A good customer support software is vital to delivering a positive brand experience. And if that’s something you want to cultivate, you need to step away from traditional email support to helpdesk software. Now.

In this article, you’ll see why a helpdesk software is better than traditional inboxes to provide stellar support to your customer base.

1. Delivering Quality Support for Customer Satisfaction

In business, customer satisfaction is at the center of most discussions. Customer satisfaction is imperative for the success of your product/service. And great customer support is crucial to delivering great customer experience.

With customer support emails inundating your support team agents’ inboxes, it can get difficult to keep track of and address every single query using a traditional inbox. Here are the four problems that arise as the volume of support emails intensifies.

– Your support team finds it progressively harder to keep track of tickets
– The status of various queries gets confusing to monitor
– Collaborating to resolve an issue becomes hard

As a consequence, the quality of your support starts to decline.

With the help of a helpdesk, your customer support team will have a system to find order in the chaos. A helpdesk streamlines the entire process, allows for better collaboration between support reps, and helps them deliver better support. With a helpdesk software like Freshdesk, your team can resolve an average of 71% of support tickets on the first interaction. Helpdesk software organizes workflows for your team in a way that allows no query to slip through the cracks. This is important because every single interaction with a customer impacts your brand reputation. An organized workflow helps create a standardized system, enabling your team to respond consistently even as your customer base grows.  

2. Empowering your Customers with a Knowledge Base and Self-Service Portal

What do customers like better than being helped? Helping themselves. The popularity of self-service is on a steady rise: in 2013, 70% customers expected companies to include a self-service component as part of their customer support offerings. One can only expect the number to have shot up significantly since then. According to a Forrester survey, 76% of customers opted for self-service in 2014; the number was 67% in 2012.

A solid self-service portal and an up-to-date knowledge base go a long way towards satisfying your customers in this regard. By monitoring the commonly asked questions or the most frequently cited issues you can add the exact solutions/steps as solution articles in your company’s self-service portal or knowledge base. This takes care of the customer queries, especially the routine ones which come from of a large chunk of your customer base. Having a self-service portal that’s in sync with your helpdesk solution will not only empower your customers, it will also reduce operating costs, and enable your customer service reps to focus on customers who are facing problems of a higher degree of complexity.  

3. Monitoring and Training your Team to do Better with Analytics

Different helpdesk software offer varying types and degrees of analytics capabilities. Most top-of-the-line helpdesk software provides analytics features that help support teams get actionable insights from the volumes of data generated from support tickets each day. And these data-driven insights are delivered without you having to painstakingly comb through the data or write complicated functions in Excel.

The efficiency of the support team as a whole, as well as that of individual support reps,  can be accurately gauged using the analytics features. The analytics dashboard answers important questions like which day of the week or hour of the day is the busiest in terms of support requests, or who opened and resolved the highest priority tickets last month and more. And this is just the tip of the iceberg. A robust analytics feature enables you to optimize your team’s workflow so that each member’s performance is augmented. For newly formed teams or new entrants to the team, it’s a godsend. Pre-made dashboards and insights on valuable metrics like customer happiness, satisfaction rate, single touch resolution, SLA compliance and more, allow support teams to understand where they stand, and find better ways to engage with customers.

4. Maintaining Consistency across all Touchpoints for a Great Omnichannel Experience

Customers like having multiple options. Today, customers across industries prefer to have multiple channels of reaching out to a customer support team. Apart from the traditional yet evergreen channels, like phone and email, customers also use, chatbots, Twitter and Facebook to interact with brands. Omnichannel customer service involves integrating various modes of communication into a unified experience. Accenture revealed that 89% of consumers expressed frustration over having to repeat their issues to multiple customer support representatives. The key is to enable the customer to switch between various channels seamlessly, be it to raise a query or to get an update on an ongoing service request. Ideally, a support agent should be able to pick up from where his or her teammate left off. No matter which channel your customer starts from and jumps to, a good helpdesk solution allows your support team to deliver the right solution from every channel. A customer may go from the self-service portal to email to phone to get their issue resolved. A helpdesk software collates data from each interaction, enabling your support reps to find a solution as quickly as possible.

In Conclusion

Customer support lies at the heart of customer retention strategies. So, when your company is growing at a fast pace, it’s more likely than not that you will need a helpdesk to reach better heights by providing better customer support. Since an omnichannel experience is an unsaid customer expectation today, it’s crucial to streamlining the various support channels, for your team to provide support without losing context.

If you think it’s time for your company to switch to a helpdesk from a traditional inbox, here’s a great guide to find the perfect helpdesk solution for your business