Organisations are continuing to allow work from home whilst keeping BAU amid COVID-19 spread. Yet, customer support teams act as the frontline of the organisation, they might not get used to this working culture.
In traditional ways, customer support teams sit in the office, expecting phone calls and emails enquiries from customers because all the supporting software and hardware are in the office. They cannot do it without showing up in the office. Luckily, cloud-based helpdesk software development enables customer support agents to work from home and continue to provide excellent customer supports as organisations always do. How do they work? And are they only for remote working only? Today we are going to cover several key features of one of the best helpdesk software - Freshdesk, and you can take a glance on how well they can do to enhance the overall customer experience by improving customer support agents efficiency.1. Develop and manage social support
Ticketing system is a powerful tool. It allows organisations to integrate all the channels - such as Facebook inbox, emails, chats, into one system, and support teams can reply to these enquiries through this ticketing system. Your team can handle social media channels from a unified location. Support queries from Twitter and Facebook are converted into tickets, making it easy for agents to respond to them quickly. Freshdesk even has intelligent AI-powered features that can scan through your Twitter feed and filter queries that need your attention the most.
If you have a group of agents who handle social media support exclusively, you can create rules to assign tickets to them automatically. This way, you can ensure that the right tickets get assigned to agents who are skilled at handling that particular social channel.
2. Build an awesome knowledge base
A knowledge base is an online library of information or guides about a service, topic, product, or department. This library serves as a source of self-serve customer service. All customers have to do is search for their question or find it in the right category to get actionable solutions to their problems.
The data that you include in your knowledge base usually comes from a few contributors that know the ins and outs of the topics that your customers need to know about. You can have knowledge base articles about your legal department or terms and conditions, as well as articles about how your products, services, hardware, or software operates.
These can include troubleshooting guides, FAQs, or any other important details that your customers might need to be aware of. More importantly, a knowledge base can also act as self-service resources for customer support teams to find the answer. The knowledge base part is not only for customers, but also useful for frontline employees too.
A majority of inquiries involve the same few simple questions. Of course, the exact questions depend on your brand and products — but most customer service agents could easily list off the ones they get asked on a daily basis. Fortunately, you can reduce the frequency of these questions by adding resources to your site that answer common questions and enable customers to help themselves.
Also, once customer support teams receive enquiries from customers which are already covered in the knowledge base, customer support teams can answer questions quicker. They can reply to questions with customised answers and insert the related topic in the ticket at the same time, this could guide customers to check out FAQ/troubleshooting sections.
3. Improve cross-team collaboration
Your agents can loop in other internal teams right within the ticket thread, and ensure there are no lapses in communication before responding to customers. Freshdesk also has advanced collaboration features that let you share the ownership of tickets, create smaller sub-tickets from a primary ticket, and more.
Share ownership of tickets with other teams without losing visibility and access to it, so that teams can work on the issue in parallel and stay in the loop regarding progress on the ticket. With the customer-facing agent having up-to-date information concerning the issue, you always have an answer for the customer.
When there is a sudden surge in incoming support tickets, start linking similar issues together and send status updates on all related tickets in one go. All the agents involved have up-to-date information on the progress being made with the issue, and can send consistent replies to their customers.
Your helpdesk and field teams can collaborate better thanks to a unified helpdesk and field service solution. All actionable service tasks are created linked to a ticket so helpdesk agents and field technicians have a full context of the problem when responding to customers.
Use service tasks to easily share problem details as well as customer details, such as addresses, phone numbers, customer issue history and more with field technicians to improve field service experience.