For ecommerce businesses, help desk solutions are becoming integral to customer care. The appropriate tool can help you better to meet shopper’s demands and offer excellent support.
While the market stocks an array of software business owners can rely on, you only want to go for a one-stop solution to all your help desk problems.
Every business has unique needs in one way or another— which should be the guiding factors you embark on the search for a solution.
Help desk Evaluation
Your help desk platform is only as good as how much it helps you to improve customer experience (and satisfaction) and boost brand loyalty by offering the level of service your shoppers are looking for per their specific needs.
And because your employees are going to use this help desk platform, ensure your tool will work for them, and not against them. It must increase productivity and significantly reduce the time you spend resolving tickets.
Must-Have Features for a Help Desk Software
So what are some features to check for in a help desk platform? Some or all of the properties below may prove useful to your unique needs.
With a long list of software out there, make sure whichever solution you settle for includes whatever matters to your business the most.
Discover some of the critical features your tool should have.
Omnichannel support and seamless Integration (with existing and future systems)
Does the tool enable you to offer omnichannel support to your customers? You also want to go for a system that will integrate with all the channels your business already uses, as well as the ones you are looking to use in the future. This will reduce friction in your implementation process and ensure seamless adoption among staff
Develop a list of all the ways a customer can send an inquiry including those you need to add to your new help desk software: social media sites, third-party applications, customer phone numbers, intranet, website, mobile app, email addresses, etc.
High-end help desk software enables you to run multiple integrations on the same interface. Remember your customers need these different integrations to allow them to interact with your brand through various platforms.
Ticket Management
How well can your help desk platform allow you to prioritize, organize, manage, and resolve your different tickets?
Your help desk software must ensure you forward queries to the right agents at the appropriate time and resolution tickets in the shortest time possible.
What’s more, it should support automatic routing and include customizable notifications for the various ticket needs of your business. This level of automation and notification ensures your team stays on top of all inflowing tickets.
Knowledge Base Management
Can the customer service tool allow you to create and maintain knowledge bases? You want to keep knowledge bases for the benefit of both your agents and customers, ensuring easy access to FAQs and help information. Also, make sure to check if it will enable you to create searchable knowledge bases.
Self-Service Capabilities
Does the tool support the level of self-service your client base is looking for? The best tools offer a wide range of consumer-oriented capabilities, from tracking to self-service functions.
So when choosing yours, consider whether it will allow your customers to follow on the status of their ticket, and stay on top of their inquiries.
On top of engaging customers and including them in the resolution procedure, this answerability and honesty increase your customers’ confidence in your business.
More and more customers are advocating for self-help solutions that allow them to search and find readily available answers when they need instant solutions.
Go for a help desk platform that can help you build a reliable self-service community and cultivate brand loyalty.
Hassle-free Agile Implementation
Introducing and integrating your new help desk software should never be the cause of confusion in your workplace.
So when evaluating systems, a business must consider how fast and simple it is to implement the system.
Lastly, and very important, confirm whether your new tool will match the technical know-how of your staff and the routine processes they are accustomed to. In other words, pick a tool that won’t need you to set another budget for coaching and training staff to get them up to speed.
Security and Access
Data security remains of utmost importance. Whatever system you choose should meet standard data security levels to ensure your customer and business’ confidential info is safe by controlling access among different users.
You also must consider how your agents will get access to your new system. Easy on-the-move access ensures flexible at work, which guarantees round-the-clock assistance.
Customer Expectations
Will your would-be system consider the needs and expectations of the consumer? Well, today’s customers get attached to brands based on how best a company meets their expectations and smooth their experience across the various contact points— help desk included.
For that reason, you must look at how much your help desk software meets your customer demands. So you must explore what your shoppers really expect from your brand and allow the list to guide you in picking the most appropriate system.
In essence, you should look for a tool that will help you meet your clients at their points of need and address their pain points.
Your customer base is more satisfied if anyone can reach out to you, interact with an agent, and get assistance in the shortest time possible.
Final Remarks
The above checklist doesn’t include everything your new system should consist of. After you have scrutinized these features, go into the details of checking for the practical constraints, like budget and time just to ensure you whatever system you adopt is a goldmine and not a minefield that will slow down (instead of speed up) activities in your premise.
Also, remember that the most effective help desk solutions should not only support your existing business model only to become obsolete in the near future. Flexible systems allow you to change with the growing pains of your ecommerce business and install new systems without a hassle.
