An online help desk is a key factor in providing immediate help to customers. In this day and age of instant gratification, quick and easy access to support is essential.
Provide support your customers deserve!
Quality customer service is a key element in building a successful business. Many underestimate the importance of customer satisfaction as they create the foundation of their business. We live in a highly competitive and customer driven market, and when organizations consider business growth they simply must set out to provide exceptional customer service.
Increase business growth with high quality service
Use customer feedback to analyze strengths and weaknesses
Reduce risk and increase customer satisfaction
Better understand the expectations and mindset of customers
An assessment of the current policies and procedures to help structure a smooth and effective transition.
Define Category Structure
Analyze the business structure departmentally and format a services configuration to match.
Map Process Flow
Creating flow maps of the entire support process, first from a data perspective, and then from the customer perspective.
SLA & Content Needs
Set a Service Level Agreement to properly set customer expectations, and define FAQ and other needed content.
This will include full customization of the platform and completing a training program for system users.
More about Customer Help Desks
People always remember if their customer service experiences are great or terrible. Why? For many businesses, this is the most time customers will spend actively and directly interacting with the company. They are working directly with the company to solve a problem. That customer help desk experiences (or lack there of) often translate into either a happy repeat customer or a lost customer and negative reviews.
When you provide the opportunity through access, and then use your customer help desk to courteously and effectively help a customer work through an issue, you are taking what could be a bad situation and turning into an opportunity to build strong relationships with your customers. The long-term results of these situations deliver exponential results...whereas instead of having numbers of dissatisfied customers turning others away, you have a group of loyal patrons and promoters helping to market your company.
For almost 20 years, I have specialized in the areas of brand and product development, marketing strategy and plan execution, business development, operational process strategy, technology deployment, and enterprise level search engine optimization (SEO) for B2B and B2C organizations. I have a proven track record of directly and indirectly increasing sales, market share and profitability.