Customer support is an essential component in your organization. It doesn’t matter if you are a startup or a business that has been around for years. Providing amazing support and keeping track of customer interactions cannot be done efficiently or effectively without a support desk. That’s right, it’s time to say goodbye to responding via email and instead set up an actual support desk through a program like Zendesk or Desk.com.
We call this moving out of the inbox. It’s a very important step you must take if you want to be able to handle customer support properly. Here are some ways moving out of the inbox and into a support desk will have a tremendous impact on your company.
A support desk adds structure.
First and foremost, a support desk provides you with the structure needed to keep track of incoming requests, respond promptly, track bug reports, and collect customer data. Your email program just can’t perform those tasks.
It provides the structure needed to build out processes for managing customer support – making the process easy, flawless, and repeatable.
It provides structure to your communication by giving you the ability to create a base set of responses for your entire team (not just support) to use.
Support desks also provide structure to your day. Think about opening up an inbox every morning and finding anywhere from 12-50 emails waiting for your response. It’s overwhelming. Knowing that each one of these emails requires you to manually type a response and hit send is too much. Support desks don’t let your day become deflated the minute you log on. There are tools that make it much easier to send out timely responses without taking up half of your day.
This is the type of structure needed to be able to manage customer requests, improve your products or services, and build a community of loyal customers.
A support desk gives you a better picture of your history with a customer.
Let’s face it, digging through email chains for an answer or to review previous conversations is not effective. This is where a support desk can help. Support desks keep track of conversations, frequently asked questions, and other information so that researching and viewing customer history is a breeze.
Support desks also allow more of your company to be involved in the life of a customer. They do this by allowing you to create a seat for everyone from your engineers to your sales people. This way, there is a tangible connection between those who work on a product and those who speak to the consumer about the product. Anyone can come into a conversation at any point to help out or provide insight because the information is stored in a structured, centralized place.
Savvy business owners use the data aggregated by their support desk to improve their marketing, internal processes, help documentation, and community policies.
A support desk presents a clear company voice to your customers.
With the help of a support desk, you can set-up a base set of responses that are carefully crafted to convey your voice in a consistent way. These responses can be used as guides for your staff, making it easier for anyone on the team to respond to a customer.
Creating a set of core messages takes the daunting task of figuring out how to respond or where to begin out of the picture and empowers everyone to feel comfortable jumping into support. With a support desk, anyone can grab a core response and elaborate to fit the situation.
It also ensures that everyone adheres to your product or other policies.
Any good support desk is going to have the ability to create macros inside of it. Macros are programs that allow you to automate things that would normally take several clicks. Macros also allow you to tag each conversation so that certain pieces of data can be aggregated and searched.
These macros are huge time savers and help trim the fat in your processes. Here’s the caveat. The goal is to be faster, but not so you can answer as many emails in a day as possible; it’s so you can bank up time you may need to spend with a customer who needs it. You see, every time you trim the fat from a process, your agents are more empowered to stop and spend time with a customer who needs a more elaborate response. At The Yeomen, we carve up and save time for those moments. We can be faster and have time to be more personal.
When you can be efficient, and have time for customers who need it, you will be consistent with customer support. The best kind of consistent: consistently excellent.
Support helps you stay true to your policies
Support desks give you the ability to structure processes for responding to customers in a way that is consistent with the policies you have in place. Your support desk system would house responses based from your guidelines so that everyone is consistent when providing support. A support desk allows everyone to uphold those policies with fidelity
Are we preaching to the choir yet? Do we have you convinced and ready to move out of the inbox? If that step seems daunting, tap us to help you out. We are experts at support. We can set up a support desk that will work for your organization and then train your staff how to use it. We’ll help you distill your company policies into base responses for your staff and help you run a lean, efficient support system. And we love to guide companies as they work to define their product and community policies.
Did you enjoy the article? Here are a few more you may find interesting!