5 customer service crises that are hard to handle without help desk software
- Communication channels
- Customer data
- Increased ticket flow
- Team collaboration
- Performance metrics
1. Communication channels
How do you record requests from multiple channels if your customers reach you via their preferred platform? How do you maintain call logs and record issues? With many ways for customers to reach out to customer service, keeping tabs on all your tickets can be complicated and exhausting.
2. Customer data
How do you respond to a customer when you don't have their history or information? Contacting different departments and checking various sources causes unnecessary delays and multiple call transfers. Consequently, this may impact the quality of your customer service and make customers unhappy.
3. Increased ticket flow
What would you do if there was a sudden influx of customer inquiries? A sudden spike in questions or requests can make it harder to streamline your workflow. As a result, your team may wind up overloaded and struggling to pay attention to each customer. At the end of the day, your customer service center will look like a battlefield with frustrated agents, angry customers, and agitated managers.
Pro tip
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4. Team collaboration
How do you keep your team on the same page when they're saddled with an abundance of calls, chats, and meetings? The time that could be spent closing tickets is instead spent on organizing meetings, contacting departments, and keeping tabs on your tickets.
5. Performance metrics
How do you keep track of agent and team performance as they pore over long, winding reports for each metric? Any time a situation arises that needs a manager's attention, the manager may find themselves unable to grasp the situation and take effective action without the appropriate information.
In the absence of help desk software, your customer service team can easily find themselves drowning in paperwork. Your agents and managers will be spending time on menial tasks that could be easily automated, instead of focusing on helping customers resolve their issues and enhancing their experience.
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Explore the advanced automation, Meet Zia - The AI assistant, Draw a Blueprint to advance process automation, enjoy the easy UI, real- time analytics, self-service help center, and then decide which edition you want to buy.