Whether you are running a small business or a big enterprise, excellent support service is the main element of a thriving company. Everything from answering general questions to resolving problems should be at the center of your attention. Achieving a seamless customer experience can be even more difficult for online companies as your employees don’t have an opportunity to talk to customers face to face. Besides, such aspects as online payments, shipments, and deliveries add up to these challenges.
A support center can resolve all the issues that online business faces and offload your staff.
Frequently asked questions and self-service options allow users to find answers to their questions without contacting your staff. You create an effective support center once and save money by offloading your agents.
Self-service portals like desk.com support center provide multi-channel support (email, phone, chat) and help resolve the most important issues.
Better Support Service
With the rise of the internet, people prefer to look for information on their own without contacting customer service representatives. The search box similar to those in search engines makes the customer experience more convenient and user-friendly. The study conducted by Forrester states that 52% of US internet users abandon their cart if they can’t find information they need through the support center.
The Influence of Desk.com Support Center on Your Business
- The number of tickets gets lower. Instead of creating a new ticket each time your customers have a question, they look for information on your Desk.com support center through the search feature.
- Your agents assist customers with more complex issues in a faster manner because they aren’t overloaded by repetitive questions.
- Community is an additional cost-saving source of helpful information for your end-users. They can find help from other community members.
No matter what kind of business you are running, you’ll see advantages of Desk.com support center shortly after setting it up. Just bear in mind that you should organize your help center with your customers in mind. Think of the most convenient structure and navigation as well as professional appearance of your Desk.com support center. If you want to implement best practices for desk.com customization, you can contact Desk Themes experts for help.