Customer Service Software
Improve Service Delivery & Customer Support with Web Help Desk®
Customer service is at the forefront of all service and support centers. The faster and the more effective the service, the better the customer satisfaction. Regardless of what type of organization it is, customer support is important – whether it is catering to internal end-users or an external client.
The primary challenge with respect to customer service is achieving low time-to-resolution and high effectiveness of delivery. Say, technician A resolves a ticket in 1 hour and technician B in 2 hours. What matters is not only how soon the issue was resolved, but how effectively it was done. If the issue resolved by technician A recurs in time when compared to the permanent fix by technician B, the customer satisfaction would be high in the latter case.
To understand all of this – who solved what ticket, how much time it takes to resolve tickets, what the history of tickets for an asset or customer are, etc. – you need to have an efficient customer service software. Typically, a comprehensive help desk software assists you by centralizing and automating the ticketing process, and providing metrics and reports to measure technician performance and customer satisfaction. In the support business, it is all about delighting your customers with faster and quality service delivery.