Benefits Of Help Desk Software: Analysis Of 4 Common Customer Service Issues

Category: Help Desk Software

help4Help desk is crucial to any company, be it a B2B or B2C business and regardless of type or size. At the core of it is the idea to keep clients happy and make them come back to deal with your company again. If you disregard the importance of help desk you may risk losing some of your most loyal clients. In order to illustrate all the key benefits of help desk software we’ll use discuss 4 typical customer service problem scenarious and we’ll show how the best help desk software can help you deal with those.

Case #1: Simple case gone awry

Cecile called up her mobile provider to ask why her bill reflected an overseas call that she didn’t make. The customer service agent checked the bill and saw it was only a few cents over. Feeling a bit lazy to check with the billing department on the seventh floor, the agent downplayed Cecile’s concern.

What is a simple help desk call soon escalated into a major issue: Cecile was threatening to cancel her subscription. Nothing infuriates a customer more than feeling ignored. Help desk software could have easily connected the agent to the billing department, or forwarded Cecile’s call to the right person. Even the laziest employee wouldn’t mind a flick of a finger to transfer the call, if you haven’t fired her yet.

Case # 2: Customer service can’t cope with huge call volumes

A software development company was having a field day selling its first game app. But its development team soon discovered a bug and told management about it. It was a minor bug and the company thought it was not critical. Soon, customer service was inundated with calls and emails complaining about the bug. With only a small customer service team, the calls overwhelmed the company, some of which even asking for a refund.

One of the benefits of help desk software is, it could have helped the I.T. team highlighted the bug issue by creating a self-service portal that customers can access to learn the step-by-step knowledge base to solve the bug. This tool frees the frontline from numerous but recurring calls.

Case #3: Agent makes strategic decision

Robert called the hotel and told the agent he’s rebooking his room, which was due tomorrow. The agent reminded Robert he’d be charged with rebooking fees based on the short notice based on booking terms. Angry, Robert started to harass the agent and threatened he would call the hotel owner to fire the agent. Confused and fearful for her job (and her manager out), the agent gave in and rebooked Robert, a clear violation of company policy.

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The agent committed the mistake of making a managerial decision. Help desk software with a mobile platform could have easily connected the agent to her manager, who is more qualified to address Robert’s unfair request.

Case #4: Unattended complaints pile up

Avery thought her online store was on the right track. She was meeting her monthly sales quota. Little did she know her website’s email—the only one published in her site—was inundated with complaints that dated back a month ago. She realized that with their unaddressed complaints, these customers were not likely to be revisiting her site.

Help desk software could have easily connected her official email to her personal account, or created a portal where she could check all customer-related emails. The system would have alerted her of the complaints and she could have responded fast. Often, trust is built when customers feel their concerns are attended, even if they’re unimpressed with the product at first.

These are but a few of the benefits of help desk software. Would you wait for these scenarios to happen to your business?

By Jenny Chang

Senior writer at FinancesOnline who writes about a wide range of SaaS and B2B products, including trends and issues on e-commerce, accounting and customer service software. She’s also covered a wide range of topics in business, science, and technology for websites in the U.S., Australia and Singapore, keeping tabs on edge tech like 3D printed health monitoring tattoos and SpaceX’s exploration plans.

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