How Service Desk Software Can Help With Customer Communications

Using a service desk software is a super smart way to manage your communication channels efficiently. By using a service desk software you can improve your response times and be much more organised. In this post I will be showing you how a service desk software can benefit your business immensely.

This post is all about How Service Desk Software Can Help With Customer Communications.

Help Desk Software Benefits

My experience of working with service desk software (also known as help desk software or customer support software) includes the past 12 years as a service desk analyst and then the last 5 years as a Service Desk Manager. This included technical support and customer support, using several different service desk software options.

A great resource and the place I achieved my Service Desk Management Certificate is the Service Desk Institute (link is not sponsored).

With the way customer demands are changing in todays world its key to have effective customer communication and in order to do this we need good reliable tools. These tools will help you as a business build long lasting relationships and drive your customers satisfaction. Say goodbye to managing emails and forgetting to update a customer and hello to a system that tells you who is priority and who needs updating and when. This is exactly what you need in a fast paced environment.

The tool you need is a service desk software.

Service desk software is a ticketing system which handles customer inquiries efficiently. There are free options and paid options available. Service desk software ensures consistent and clear communication with your customers as well as internally within your teams. This blog post explores 5 ways that service desk software can transform your business and how your business interacts with customers. (Put it this way, I HIGHLY recommend doing this).

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1. Centralized Communication for Streamlined Support

A service desk software acts as a single point of contact for all customer queries. Whether it be a questions or an issue:

• Customers can submit their question or issue from any of your communication channels and the inquiry will end up within the service desk software. – Therefore no more checking multiple places to keep up to date.
• Staff can update the ticket to send a message to the customer and the communications are all kept within the ticket. This means if a staff member is absent, another staff member can pick up where they left off.
• Staff can send view past interactions with the customer, creating a story of their customer journey.

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2. Improved Response Times with Automation

Improving customer experience is a lot easier when we respond faster with valuable solutions. This can be done via service desk software due to the automation it provides. You can also:

• Write up responses ahead of time known as standardised responses and save them to send to customers. Forget about rewriting the same email again and again. Having a service desk softaware allows you to instantly respond to common questions.
• You can automatically route tickets to the right team, depending on what the customer says in their message.

Using the automation available will reduce your response times and resolution times, which will then increase your customer satisfaction and build trust in your brand. Only thing to keep in mind is that automation can take personalisation away if not used properly, so make sure anything automated is either an internal process or has personalisation available.

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3. Enhanced Collaboration Among Team Members

A service desk software creates a space for teamwork within your support team, this is because your staff can share tickets, reassign to the necessary person and even resolve together – giving you streamlined support processes.

**If you are a one person team – This is also super useful. The customer creates a ticket and you can communicate through the ticket in one place not managing multiple emails. You can use your saved templates to reduce your response times and link internal user guides to tickets to help you resolve the same issue if it occurs again in the future.

For 1 person businesses and teams – internal notes saved within the ticket is great for keeping notes as well as revisiting old tickets to see how they were resolved and what happened for auditing purposes.

Now for the advanced people out there – Service desk software can manage a ticket going from Ticket Creation -> Development Team -> Change Management -> Problem Management -> Customer Communication.

Really advanced service desk software can even manage your announcements to all customers if needed. But this feature tends to come with a paid subscription.

All in all having a system which manages your communication is key to keeping your customer communication on point.

4. Personalization Through Customer Insights

Help desk software benefits include giving you insights about customer preferences and past interations. You are able to use customer history to provide valuable responses and recommend suitable solutions during future interactions.

Its also possible to see patterns where common customer issues may be occurring and address issues proactively.

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5. Comprehensive Reporting and Analytics

Using service desk software gives you the option to use reports to evaluate response times, customer satisfaction scores and ticket resolution rates. Without these measurements, its impossible to improve your processes. Having statistics enables you to work on successfully achieving effective customer communication.

Having statistics gives you the opportunity to identify issues and areas of improvement. Not only that, but decisions made from insights ensures you are moving towards meeting your customers needs.

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Conclusion

Investing in customer communication tools can make sure a difference to your business and the way it handles customer communication. Whether you are a one person business or have teams, service desk software can manage your support processes and give so many benefits!

If you want to know more about which service desk software that I recommend, read this next: Improving Customer Interactions via a Service Desk