Simply outsourcing customer support to a call center doesn’t count as providing a helpdesk integrated customer experience. The difference is that a helpdesk integrated customer experience works in combination with other support mechanisms to deliver more complete customer service.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
The following are a few tips from to consistently provide a quality helpdesk integrated customer experience:
1. Offer interactive customer support tools for self service.
When you add interactive troubleshooting and installation guides, customers are better able to resolve the issue on their own. If, however, they are unable to do so then they are likely to contact a helpdesk. With the interactive guide as a reference, it is easier for customers and customer service agents to work through the problem together.
2. Initiate a social CRM campaign focused on customer support.
More and more customers are using social media as an avenue to connect with companies. Implement a social CRM campaign to facilitate a helpdesk integrated customer experience. Customers can look at company posts and updates before communicating directly through the social media site.
3. Use a multi-channel approach for the optimal helpdesk integrated customer experience.
Don’t limit the helpdesk integrated customer experience to phone calls alone. Provide multi-channel support that covers telephone calls, e-mails, social media, mobile apps, online chat and more.
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