One of the leading reasons that customers leave a website and never come back is poor customer service. This can be caused by the potential client's inability to schedule a service, place an order, have a problem resolved or a question answered to their satisfaction. A company can prevent this by implementing customer support software packages that include helpdesk software and knowledge base software. It provides both assistance to potential customers and knowledge to employees, which improves customer service.
Fixing the Problem
It provides online customer self-support, which reduces the number of personnel needed to troubleshoot. Since help is available to Internet users around the clock, employees do not need overtime to address the problem. This also eliminates the possibility of implementing a third shift for late night and early morning customers. Many online customers would prefer to deal with written automated support for minor problems instead of waiting for a person to respond to their questions.
New Employees
When knowledge base software is used as a training tool for employees, new hires can simply be sent to the information portal to learn. A formal group orientation process can be eliminated, as can its cost. Using an automated program available at the new employee's fingertips reduces the need to wait until several new hires are available for a group training and knowledge seminar. The sooner company representatives can be productive, the more efficient the company is. All of the available information is in one place, explained in the same words to everyone. This streamlines the process and prevents extra and unnecessary information from muddying the waters with new employees.
Efficiency
When customer support software is used to create a central portal for an employee intranet or as an information portal where questions can be answered quickly and easily. Oftentimes an employee will put a project or a customer on the back burner when an information roadblock is encountered until they can find out more information. Overly busy or absent personnel sometimes prevent others from learning answers to standard procedural questions. With an automated information bank available as needed, personnel can be more efficient in problem solving and helping clients.
Language
Some global companies have clients that speak a variety of languages. Setting up a customer support software service allows companies to provide 24-hour support over the Internet. The more expensive alternative is to hire multi-lingual customer service representatives or employ groups in different countries to handle questions and troubleshoot problems without language barriers to their customers. The most costly alternative is to simply ignore the client's questions and problems until they go away.
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