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Why a quality help desk support is required for small and medium business?
When customer Bob is frustrated for not getting the expected delivery due to the delay by various reasons, want to enquire the current status and register a complaint. Bob contacts the helpdesk and leave the complaint to single person on contact available at the moment say John. John assures him of taking action within half day and after a while the John has been replaced by David and he has not been communicated the actual criticality of the task to be done on priority. When Bob contacts again, he receives the same answer as given by John and thus this will increase the frustration of Bob that leads to the loss of reputation on the organization.
To avoid above scenario the organization essentially must own a helpdesk application with the below features that eases the pain of customers in following up with their complaints.
- The customers should get an acknowledgement of their queries/complaints via notification email.
- The response should be immediate and automated.
- There should be an availability of transparent and traceable workflow of the tickets raised by the customer.
- The queued requests by the customers should be easily reportable to the business heads as a dashboard metrics.
- The helpdesk system should be accessible to the unlimited support personals with appropriate credentials.
- Delightful, if the helpdesk system is able to integrate with various other applications.
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Here are some benefits Faasthelp can bring to any company
• 80% reduction in customer support and engagement costs
• 40% reduction in support agent time
• 3x increase in your customer visits and visit times
• Empowered customers with high satisfaction scores
• 24/7 customer support cover
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