Ah, customer service. The term itself often causes a shudder. We’ve all had to deal with endless holds and customer service representatives who never quite seem to give a straight answer. Even though you’re sure you could figure it out yourself, sometimes you just wish you had more information available. On the flip side, customer service agents don’t always have the best time either. Between keeping tickets straight and answering the same questions over and over, it’s no wonder they’re stressed.
There must be a better way, right?
Thankfully, there is. Incorporating an online help ticket portal into your business can help you streamline the customer service process and make it easier for both your customers and your customer service agents.
For your customers
Ability to log a problem anytime, anywhere
It’s not always convenient to come to the brick-and-mortar location of your business (if you have one) or call a customer service representative. However, being able to access help online and record questions at their convenience, without having to worry about lineups or hold times, means customers won’t feel pressured about fitting in time to get their questions answered and will find the process less stressful.
24/7 access to answer their questions themselves
We’re living in a self-service world. Customers have the skill to figure out things for themselves, so why not let them do so? 55 percent of customers said that allowing easy access to information helps them fall in love with a brand—what’s not to like about that? Plus, allowing mobile self-service and ensuring that your customer platform is fully mobile-optimized makes it even easier for customers to access answers on the go and incorporate your brand into their day.
For those problems that can’t be solved through self-service, let customers see exactly what’s going on with their issue. Showing exactly what stage a problem has reached, such as whether or not it’s been escalated, ensures transparency and accountability, and reassures customers that something is being done to help. It also removes the necessity to directly contact a variety of agents to get a resolution. Fifty-six percent of customers have needed to explain their problem to multiple people, which leads to frustration at having to say the same thing over and over again. Ensuring that all information about their case can be stored in the same place gets rid of this hurdle.
For your agents
Store all their tickets in one location
Rather than having to record tickets and customer questions in several different locations, give agents a central location to record all of their cases. Since they don’t have to lose time looking for their files, they’ll be able to answer customers more quickly than ever before. And, they won’t forget important information associated with the case, since they’ll have the ability to add notes and other attachments that will keep track of everything associated with the case.
Fewer repetitive questions
Once you implement a knowledge base, questions will start answering themselves. Seventy-seven percent of customers say that valuing their time should be a top customer service priority, so help agents do that by allowing them to devote more time to in-depth questions that need their full attention, and reducing the wait time for everyone. Furthermore, answering speed greatly improves with the implementation of self-service, again increasing the likelihood that customers will feel that their time is being valued.
Collaborate on tricky questions
It’s true—even customer service agents might not always know all the answers. That’s where the ability to communicate and collaborate with other agents comes in; even if they don’t know the answer, someone else is sure to. Incorporating social collaboration into your help desk allows agents to contact each other instantaneously and answer customers even faster. They can also check out the knowledge base themselves—it works both ways!
Given that 69 percent of customers would recommend a brand with whom they’ve had a positive experience, it’s more important than ever to ensure that customers believe in your brand and would be willing to share their experience with others. Implementing an online help ticket system can be beneficial all across your organization and greatly improve the customer service experience for both your customers and your agents. Ensuring that your portal is on-brand also helps you establish a consistent image across the board, proving to customers that you can provide an excellent experience wherever they are.
This article was written by Tatiana Morand from Business2Community and was legally licensed through the NewsCred publisher network.