Friday, July 5, 2013
Almost every company will receive complaints or notice of problems from customers and clients from time to time. No matter how good your business or products are, you can’t always prevent things from going wrong. This doesn’t necessarily mean you’re a bad company. What does determine the quality of your company is the way you respond to these complaints, and an online support desk might be the way to track and monitor complaints efficiently.
The way it works is that there is a dedicated space on your website where the customer-side of the help desk software will appear where the customer can input details about the problems they are having. This means that your customers will feel valued and like you take their issues seriously, and it is reassuring for them to have a place they can return to check up on the status of their query.
On the business-side of the software, you will be able to receive all of the complaints collated into one place, meaning you can easily track what’s going on in each case. As soon as the complaints and problems come in, you can immediately assess and prioritise them so that you deal with things in a logical order. Safety issues, for example, should be prioritised above simple questions about functionality, but this way you still get to work through the queries systematically and reply to each in a timely fashion.
Good help desk software will also give you the opportunity to use inbuilt email management, so you can associate all of the relevant correspondence with the right issue. It also means that if there is a quick query which only requires a short response, you can deal with it as soon as it arrives using the supplied email address, providing the customer with a better experience.
It is also possible to attach remote access features to the software, so that, for instance, you can arrange a convenient time with a client to show them on their own screen how to solve their problem. These means you have an easy and convenient way to show them exactly what they need to do, and they get to see it in a way that makes it crystal clear without long, confusing phone conversations.
Support desk software is the most efficient, logical way to keep track of complaints and issues posed to your company, and gives you a handy way to monitor these interactions and check if a customer has had previous issues when they file a complaint.