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IT Service Management
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ticketing software for small business
Find out how a helpdesk can help small businesses manage customer conversations better
When you’re running a small business, every decision you make goes a long way in shaping your customers’ experience, and in turn, their loyalty towards your brand. You have to do absolutely everything you can to earn their trust - answer questions, take special requests, and sometimes just be there for them round the clock to show them that you care.
When you’re operating on a shoestring budget and a lean team, you might think answering customer questions out of a shared box is the most viable option to provide customer support. However, the limitations of using a shared inbox are only discoverable when your business starts to grow.
Here are the three major challenges you’re likely to face if you continue using a shared inbox to provide support:
Without a seamless workflow to route incoming conversations to the right agent, some burning customer issues might not be assigned on time, and a few might even slip through the cracks. This leaves a dent on your customers’ experience and reflects poorly on your brand.
Shared inboxes do not offer an easy way to keep track of new customer conversations, the ones that are open, and the ones that have been resolved. Due to lack of visibility, two agents might end up responding to the same customer conversation and this can lead to a duplication of effort.
Some customer conversations might include repetitive questions or basic how-to doubts. If your team doesn’t have an effortless way of tackling these basic questions, typing out the same message over and over again will eat into their time.
To resolve some customer conversations, you might require additional help from other teams, such as the product or billing team. A shared inbox’s limited capabilities such as simply forwarding a conversation to the concerned person might not be the most efficient way to collaborate across teams seamlessly.
Ultimately, all these challenges get in the way of you delivering great support experiences, and retaining customers. However, a customer service software for small business will help you track and manage customer conversations, offer support across channels from one place, improve productivity and collaborate effortlessly. A helpdesk tool like Freshdesk will help you bid goodbye to these woes and focus on delivering delightful customer experiences as you scale your support.
If you would like to go beyond email and provide support on different channels, you can conveniently do so with Freshdesk. You can handle conversations across all channels right from a single inbox.
Provide omnichannel support on chat, phone, Twitter, Facebook, Instagram, and your website.
With Freshdesk, you can automate repetitive tasks that take up most of your time and focus on delivering delightful experiences.
Freshdesk enables you to provide support across the globe and around-the-clock, without having to increase the strength of your team.
Freshdesk helps ensure your agents have everything they require to provide fast and satisfactory customer resolutions.
As your business grows, collaboration will be an important part of customer service. Freshdesk comes with a slew of features that can help your team collaborate without stepping on each other’s toes.
Freshdesk provides periodic reports that can help you reflect on your current performance and make changes accordingly.
Sign up, get your team on board, and start using Freshdesk without requiring a comprehensive onboarding to understand the tool.
Integrate your account with other apps such as your CRM or Slack from the Freshdesk marketplace and build robust workflows.
Freshdesk is GRPR and HIPAA compliant, lets you host data in centers across the globe and offers IP whitelisting, custom email servers and SAML SSO.
Start your 21-day free trial. No credit card required. No strings attached.
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