In most companies, customer service must be the most difficult job to do. And this job always has a high turnover rates. Improving the service quality can be the best way to get company reputation and maintain the relations with customers. A company with good reputation and services has more loyal customers. It costs time and money to train the customers service employees. How could company reduce the cost in the customer service? What is the best solution of online customer service problem?
The answer is help desk software. The help desk becomes popular once it is created. In the mid 1990s, Middleton found through his research that many organizations had begun to recognize that the real value of their help desk derives not solely from their reactive response to users’ issues but from the help desk’s unique position where it communicates daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction.
After years of development, help desk software grows mature and becomes one of the most important parts of a company. Help desk is a email management software which help manage the feedback from customers. As we know, a company may get large number of emails everyday. It is almost impossible to classify those emails without a software. Help desk classifies the emails and send the email to the right department for the best solution. The single to point of contact can be built between customers and employees to make the communication easier.
Help desk can also classifies the frequent ask question to form a knowledge base. When customers look for help from a help desk, they can search the problem in the knowledge base. They may find the answer from the knowledge base. With the growing of knowledge base, more and more common problem can be found in knowledge base. We can see clearly that help desk can save much time for both customers and employees.
Investing on help desk can always be a wise choice. Help desk is cheap now such as the iKode help desk software. iKode help desk x is a customer support tool, FAQ and help desk system. Can be used to provide support to an online community, by solving tickets, adding a comprehensive FAQ section and interacting with users via emails. It can meet all your demand which is also a cheap option.