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.