2 years ago
Online Help Desk for Multiple Channel Support
Everything and anything for client satisfaction. Businesses are ready to do everything and anything to provide quality support to their customers. They want to open all channels of communication for their customers.
Let’s talk customer support and discuss new ways to provide quality support
For a business, client service is oxygen. Clients give business and recurring clients give profit. Every business tries to keep its clients happy and satisfied and for this reason businesses aren’t averse to introducing new ways and using technologies.
Help desk multi-channel customer support is the new way of servicing clients. It is online service and it uses telephone lines as well. Service is provided through website, live chatting and social media. It is designed to suit needs of businesses and it also takes care of needs of clients.
As a customer, you would want your service provider to be attentive towards your needs. You won’t search customer service in happy times but you would want the customer service to be accessible, when you aren’t getting service.
Online help desk
It isn’t possible for a business to stay in touch with its clients over phone and emails. But it can increase its accessibility by opening all channels of communication including social media and live chat. Traditional way of providing Help desk multi-channel customer support service is to hire a team of telephone operators to communicate with clients.
Telephone operators wait for customers to call and their job is to raise tickets for clients. When a client reports a problem, he is provided a ticket number that he can use to follow his complaint. This method works but it has some drawbacks. It is slow and it keeps clients in dark.
Telephone operators aren’t service executives. Their job is limited to forward clients’ issues to service teams and provide ticket numbers to clients. When the clients call telephone operators to follow their complaints, they get cool response from telephone operators.
Online help desk removes the need of telephone operators. The operators become service executives as they get access to comprehensive information about the business. Software takes responsibility of client service. Role of operators changes from receiving phone calls to receiving posts.
An online platform is created and clients are provided dedicated access to the platform. Every client gets his account for making requests and posting queries. Clients use their accounts to raise issues and request information.
Help desk multi-channel customer support has an advantage that is it brings speed to the service and it frees clients from waiting for response from their service providers. The service executives can post replies to the queries and complaints made by customers on customers’ accounts.
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