As organizations look to drive more revenue, many are mining the opportunity to build greater brand loyalty through stellar customer service, combining traditional help desk tools with new technologies and methods such as social, events, blogs and other expert or peer-to-peer community sources.
With self-service customer support options costing only a fraction of phone support, augmenting your traditional call center services with robust online options will not simply save you money, it will answer what 73% of customers are demanding: the ability to help themselves at any time using a variety of tools on your web site.
The Holy Grail of customer service is to ensure that all relevant client information is in the hands of any employee at any time making it simple and easy to provide an optimal customer experience. Vendors and industry analysts refer to this as having a “360 degree” view of the customer. But what does that mean, is it viable today and what are some of the best methods to get there?
What is the difference between a traditional Help Desk and Community Engagement? Sometimes not much. There is often overlap between the tools and methods used in your Help Desk environment and one where your customer service strategy is augmented by community. Understanding how the two can support each other can be a critical leg up in your customer support efforts. In a world where cost of service is rising along with high expectations of fast, quality support from a demanding clientele, integrating a community portal into your Help Desk is smart, effective and surprisingly cost effective.
One of the fastest ways to lose a customer is to let service and support fall through the cracks. A prudent alternative? Work on retaining customer loyalty by delivering outstanding service after they buy. For this reason, most companies aim to have an effective, efficient Help Desk to resolve issues promptly. A typical corporate KPI (key performance indicator) for service excellence revolves around achieving a high ratio of FCR, or First Contact Resolution. FCR is one of the gold standards for measuring customer satisfaction and retention, while keeping operational costs under control.