Those people that run an online business would quite happily have a huge customer base, because the main thing that these companies strive for is the attention of people through various different marketing campaigns, sales strategies etc. However, one thing that they must take into consideration is that these marketing campaigns have no value, if the company struggles to keep their customer base loyal and happy.
Arguably, it is a known fact that many websites will eventually run into problems, regardless of whether the website is information based or an e-commerce website. For example, the website could encounter a downtime, perhaps due to essential maintenance work carried out by its web hosting company. Now, this could cause potential havoc for the customer as the website could be down for a certain amount of time thus, running the risk of making the customer unhappy and irate as they are not able to access the information they need.
One potential way to solve this problem is by leaving a company contact number on the website, so should a downtime occur, customers are still able to get in touch with the company. However, from a corporate point of view, this is probably highly inefficient because it would mean that a member of staff has to be sat near the phone, ready to answer it – which perhaps might not be the best use of their time.
Consequently, what other possible routes are there to ensure customers are left satisfied? Well, the answer is to invest in good quality and robust help desk software. Help desk software has the potential to give customers’ quick and easy assistance, without reducing the productivity of their employees which is quite fundamental for the business. Additionally, the knowledge base function that is available within the help desk can provide to be a bonus, as customers are then able to self-resolve their issues – saving time and energy for the organisation’s staff. Staff can also be more productive, as the amount of calls they have to answer will reduce, again due to the knowledge base and they are then able to deploy their skills elsewhere in the business.
There are few help desk providers on the market that offer an on-cloud version of help desk software; however, this is one type of software that is definitely worth considering. On-cloud software not only frees up time for help desk professionals and their managers, but it allows your customers 24/7 assistance.
Due to the fact that internet is available 24 /7, this should mean that problems associated with the internet, are also not time limited. Therefore, should a customer have an issue, they have the option to use the online knowledge base, and on the off-chance that the knowledge base doesn’t contain an appropriate resolution for them, they are then able to submit a help desk ticket. The ticket will then be answered as soon as the Help Desk Professional accesses the system7. Therefore, help desk is always on duty, 24 hours a day, 7 days a week – giving customers all the reassurance they need.
Arguably, creating sales and gaining (as well as maintaining) customer loyalty is a difficult task to get right for many businesses, especially those that are run online, therefore having help desk software in place, that has the ability to handle enquiries, 24 hours a day, 7 days a week, is a unique definitely selling point for many companies. Additionally, having the help desk software in place, frees up the staff so that they are then able to focus on other areas of business improvement i.e. increasing sales.
NeuQs (https://www.neuqs.com), help desk software provides a robust and easy to use help desk service to assist organising help desk tickets. NeuQs is available both as an on-premise download and on the cloud. You can trial the software with both versions – on-premise download will give you a free 30 day trial and the on-cloud version will give you three users for free, forever.
The choice is yours – it all boils down to your business needs.
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Author: neuqs
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